Harbinder Singh Ubhi
Kolkata,WB
Summary
Seasoned executive with extensive experience at CogentHub Pvt. Ltd., specializing in strategic project oversight and team collaboration. Demonstrated success in implementing strategies that improved operational efficiency and client satisfaction, showcasing expertise in compliance management and conflict resolution. Notable achievements include significant enhancements in performance metrics, reflecting a strong commitment to excellence in international business environments.
Overview
27
27
years of professional experience
5
5
Certifications
Work History
Director- Corporate Affairs, HR, Client Services, Operations
Cogenthub Pvt. Ltd.
KOLKATA
07.2016 - Current
- Led cross-functional operations teams, ensuring seamless delivery across multiple domains.
- Successfully implemented strategies to optimize performance metrics, including AHT, CSAT, and FCR.
- Established governance frameworks for operations and client services, ensuring compliance and alignment with client objectives.
- Collaborated with senior management to streamline processes and achieve business objectives.
- Oversaw talent development programs, coaching team members to excel in leadership roles.
- Formulated HR strategies to support company objectives.
- Spearheaded, oversaw, and evaluated the HR team's performance in executing duties.
- Manage recruitment and selection processes, securing top talent to fulfill organizational requirements.
- Led talent management initiatives, focusing on training and career development programs.
- Tracked HR metrics to evaluate program effectiveness.
- Enforced strong governance across internal and external parties.
- Managed crisis situations to minimize impact on operations and reputation.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Enhanced customer satisfaction through the development of service improvement initiatives.
Team Leader (Operations, Pilot Batch for iYogi Program)
LIMTEX INFOTECH
03.2012 - 11.2012
- Led a pilot batch of 27 FTEs, troubleshooting teething issues and interacting regularly with the client to address concerns
Assistant Manager (Operations)
AEGIS BPO
06.2011 - 03.2012
- Ensured business KPIs like service level, AHT, and quality scores were met for the shift
- Handled escalations and ensured all complaints were addressed within SLAs
Team Leader (Operations)
WIPRO BPO
02.2006 - 05.2011
- Handled inbound tech support for HP, resolving customer issues, achieving sales targets, and meeting key metrics
- Managed a team of 18, including Associates, Senior Associates, and SMEs, driving performance across technical support for desktops
- Monitored, analysed, and coached team members, organizing one-on-one sessions for career growth
- Acted as a front-line manager, resolving escalations and ensuring team success
Quality Inspector
KISWOK (Kejriwal Iron & Steel Works)
01.2001 - 01.2003
- Maintained quality standards for ductile and cast iron products
- Handled customer complaints, QA reviews, and risk management
Supervisor
Titagarh Wagons
01.1998 - 01.2001
- Managed machining processes for Indian Railways track X-ings and wheelbases for goods wagons
Education
Mechanical Engineering Technician Diploma - Distinction, Bronze Medal
City & Guilds Institute, Don Bosco Technical Training Institute
Liluah, West Bengal01.1998
Higher Secondary - Science
St. Thomas' Church School
Howrah, West Bengal01.1993
Matriculation -
Don Bosco School
Liluah, West Bengal01.1991
Skills
- Client Relationship Management
- Strategic Project Oversight
- Compliance Management
- Collaborative Team Management
- Business Quality (BQ) Management
- Performance Reviews
- Conflict resolution
- Business administration
- Contract management
- Time management
- International business
Non bpo experience
- KISWOK (Kejriwal Iron & Steel Works), 01/01/01, 12/31/03, Quality Inspector, Maintained quality standards for ductile and cast iron products. Handled customer complaints, QA reviews, and risk management.
- Titagarh Wagons, 01/01/98, 12/31/01, Supervisor, Managed machining processes for Indian Railways track X-ings and wheelbases for goods wagons.
Certification
- Six Sigma Green Belt Certification
- Effective Listening
- Conflict Resolution Foundation
- Communicating with Confidence
- Artificial Intelligence Foundations: Machine Learning
Personal Information
- Date of Birth: 12/12/73
- Nationality: Indian
- Marital Status: Married
Professionalachievements
- Outstanding Performance, 09/30/06
- Valuable Contribution to ISO Audit, 09/01/09
- BEST TL-Exceptional Performance, 05/01/10
- BEST TL-Exceptional Performance, 07/01/10
- Best Innovative Solutions, 12/31/13
Accomplishments
Certified ISO 9001:2015 Lead Auditor with hands-on experience in quality management systems, internal audits, and process improvement initiatives.
Languages
English
First Language
Hindi
Proficient (C2)
C2
Bengali
Intermediate (B1)
B1
Punjabi
Upper Intermediate (B2)
B2
References
References available upon request.
Timeline
Director- Corporate Affairs, HR, Client Services, Operations
Cogenthub Pvt. Ltd.
07.2016 - Current
Team Leader (Operations, Pilot Batch for iYogi Program)
LIMTEX INFOTECH
03.2012 - 11.2012
Assistant Manager (Operations)
AEGIS BPO
06.2011 - 03.2012
Team Leader (Operations)
WIPRO BPO
02.2006 - 05.2011
Quality Inspector
KISWOK (Kejriwal Iron & Steel Works)
01.2001 - 01.2003
Supervisor
Titagarh Wagons
01.1998 - 01.2001
Mechanical Engineering Technician Diploma - Distinction, Bronze Medal
City & Guilds Institute, Don Bosco Technical Training Institute
Higher Secondary - Science
St. Thomas' Church School
Matriculation -
Don Bosco School
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