MANVINDER KAUR
Bengaluru
Summary
Experienced HR leader with 15 years of experience managing all aspects of human resources functions, including recruitment, employee relations, and compliance. Demonstrated success in creating a positive work environment and implementing effective HR policies that align with organizational goals. Proven ability to utilize communication and conflict resolution skills to improve team dynamics and foster employee engagement.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Senior Manager Human Resource
[24]7.ai
01.2024 - Current
- Leading employee relations and HR operations for the largest client at the Bangalore site of 900+ employees
- Leading a team of four HRBPs to handle complex employee issues, grievances, and collaborate with operations, corporate HR, and legal counsel to ensure 100% compliance with HR practices.
- Increased employee satisfaction by 8% leading to successful renewal of Great Place to Work certification through targeted initiatives
- Reduced attrition by 45% by implementing robust employee engagement programs, including recognition and career development initiatives
- Boosted HR efficiency by 30% through establishing key performance metrics and conducting regular reviews aligned with organizational and client goals
- Ensured 100% legal compliance by collaborating closely with legal counsel to address potential employment law risks
- Improved employee relations by 15% through timely resolution of complex issues and providing guidance to managers and employees
- Developed and executed HR strategies focused on talent management, succession planning, and workforce development to support organizational and client objectives
- Identifying skill gaps within the HR team and recommending trainings to ensure continuous learning and development
- Mentoring the team on the implementation of HR best practices.
Career Break for HR Expertise Development and Application
Self Employed
08.2017 - 12.2023
- Expanded HR knowledge through focused learning and certifications like SHRM-CP accreditation
- Successfully applied expertise as an HR consultant, assisting startups, NGOs and established companies navigate the complexities of the COVID-19 era
Senior Manager Human Resource
GENPACT
10.2011 - 08.2017
- Leading the HR function for atyati a banking process of 190 employees on roll and 100+ employees off roll along with another technical support process of 70 employees
- Ranked 5th in GOLD program which is an award-winning Global Senior Leadership Development Program
- Awarded Gold Awards for 2 quarters for the contribution and smooth migration of business
- Met 100% targets on attrition during the tenure
- Rolled out the Zero Attrition Contest globally to reduce attrition across COE
- Worked on Early attrition project for the COE, leading to 15% reduction in attrition
- Conducted sessions on HR policies for new managers and was the SPOC for conducting Management Trainee Assessment for the COE
Senior Manager Operations
GENPACT
09.2013 - 10.2014
- Leading the operations support for atyati
- Initiated and set up the L1 Support team to resolve both technical and non-technical challenges faced by consumer and channel partner issues across India
- Successfully set up the L1 Support Team which enhances the capacity by 84%
- Created the form to capture all issues to maintain standardization and got the same automated on a web-based tool to manage calls and email workflow
- Implemented Avaya Soft-phones to handle calls effectively and increase productivity by 20%
- Guided HR catalysts and successfully carried out various Fun activities on Fridays
- Part of the BPMS Project on Performance Management System, working on the HR deliverables like creating Job Descriptions, Training Plan and SMART Goals & KRAs for the field staff
Senior Manager Operations
GENPACT
10.2011 - 08.2013
- Leading the Transactional Quality audits for a Telecom giant in the South hub
- Administering a team of 47 Quality Analysts and 2 Front line managers for managing Service Quality while adhering to company policies, procedures and SLA
- Successfully transitioned the Quality team and process from the client within timelines
- Conducted workshops for the site as a leader of Global Diversity council
- Awarded as the Best Manager for the Quarter Q4'11
- Initiated Fun Saturdays to motivate and engage the team which was replicated across all hubs
- Created the KRAs and a variable pay structure to drive performance and motivation for org
- Initiated the weekly Early Warning System call with all Managers to address issues of associates thereby keeping attrition within SLA
Location Quality Head
IBM GPS
10.2010 - 08.2011
- Leading the Transactional & Strategic Quality operations for the location
- Handling 4 accounts for the location ranging from BFI/Credit Cards to Biotechnology with a team of 7 Quality Analysts
- Increased the Quality scores for all processes (Premium Cards from 33% in Jan '11 to 80% in June '11)
- Successfully transitioned the Quality team and process from the client for Cards and Banking
- Reduced the erroneous SRs contribution from 0.57% in Mar '11 to 0.35% in June '11 for Cards
- Designed the Process for Quality Analyst Certification and the same approved by client
- Conducted Internal Process Audit (BPMS) for Q1 - 2011 and tracked non-compliance to closures
Process Head - Operations
IBM GPS
01.2010 - 06.2010
- Administering a team of 200+ associates, supported by 6 Asst
- Managers and 8 Team Leaders for managing complete operations for a Telecom Giant, while adhering to company policies, procedures and SLA
- Increased the External Quality scores from 35% in Jan '10 to 65% in July '10
- Increased the Customer Satisfaction Index from 13% in March '10 to 30% in May and June '10 consistently
- Awarded a Letter of Appreciation from the Client for maintaining and overachieving their KPIs
- Leading the centre for the Referral program, increased the referrals from 20% to 35% from last quarter
- Facilitated and coordinated a Family Connect Program for agents across all LOBs in the centre
- Facilitated various Diversity Council Events
Manager Operations
Firstsource Solutions Ltd.
02.2008 - 12.2009
- Administering a team of 400 associates supported by 28 Team Leaders and 4 Asst
- Managers for managing complete operations while adhering to company policies, procedures and SLA
- Green Belt Six Sigma Certified and completed a project to reduce the number of Quality Outliers
- Reduced the Incorrect Tagging across all skills (post and Pre) from 4% in Jan '09 to 0.5% in March '09
- Planned & implemented up-selling programs
- Our team achieved a 50% increase in Sales within the very first month after the launch of project
- Part of the Sexual Harassment Committee
Assistant Manager Call Centre Operations
Aegis BPO
03.2007 - 02.2008
- Managing a team of 100 associates supported by 6 Team Leaders to ensure that the revenue and Customer experience scores are consistently exceeded
- Awarded as the Best Assistant Manager for April '08 & August '08
- Only line of business that earned a bonus for the centre
- Unplanned shrinkage reduced from 18% to 5% and attrition by 10%
Executive - Service Assurance
Airtel (Bharti Cellular Ltd.)
06.2002 - 04.2006
- Handling a team of QA's and 1 MIS executive to ensure that timely and effective audits were conducted by the vendors (audit agencies) and the team internally for both inbound and outbound call centres, relationship centres, internal process and CSMM
- Helped increase the Customer Assessment on Resolution score from 40% in April'05 to 89% in July '05 and maintained the high score throughout 2006
- Initiated a project (Troy) to measure the comparison with the competitors and ensure confidence of our product with the front-end staff and was replicated as a Best Practice across the country
- Overall CSMM (Customer Satisfaction Measurement and Management) score increased from 53 in Sep '05 to 86 in Dec '05
- Awarded the best Team for CSMM project on improving the network across UP (E)
Education
Bachelor of Commerce (Hons.) -
Calcutta University
Calcutta, India.01.1999
Skills
- HR Policies, Processes & Practices
- Regulatory Compliance
- Employee Relations & Retention
- Talent Acquisition & Management
- HR Operational Excellence
- Human Resources Analytics
- Payroll administration
- Performance appraisal
- Business Partnership
- Benefits and compensation management
- Process Enhancement
- Leading Change Management
Accomplishments
- Society for Human Resource Management Certified Professional (SHRM-CP) - Society for Human Resource Management.
- Enhanced employee satisfaction by 8% leading to successful renewal of Great Place to Work® certification through targeted initiatives.
- Reduced attrition by 45% by implementing robust employee engagement programs, including recognition and career development initiatives.
- Boosted HR efficiency by 30% through establishing key performance metrics and conducting regular reviews aligned with organizational and client goals.
- Ranked 5th Globally in GOLD program which is an award-winning Global Senior Leadership Development Program
Certification
- Society for Human Resource Management Certified Professional (SHRM-CP) - Society for Human Resource Management.
- Coaching & Feedback Skills
- Diversity, Equity and Inclusion (DEI)
- Situational Leadership
- Six Thinking Hats
- Lean Six Sigma Green Belt Certification (LSSGB)
- COPC
- Leadership & People Management Skills
- Basic Life Support Certification (BLS)
Personal Information
- Title: Human Resources/ SHRM- CP/ Operations / Quality / Six Sigma / Telecom / Banking / BPO
- Date of Birth: 08/20/77
- Marital Status: Married
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Bengali
Full Professional
Timeline
Senior Manager Human Resource
[24]7.ai
01.2024 - Current
Career Break for HR Expertise Development and Application
Self Employed
08.2017 - 12.2023
Senior Manager Operations
GENPACT
09.2013 - 10.2014
Senior Manager Human Resource
GENPACT
10.2011 - 08.2017
Senior Manager Operations
GENPACT
10.2011 - 08.2013
Location Quality Head
IBM GPS
10.2010 - 08.2011
Process Head - Operations
IBM GPS
01.2010 - 06.2010
Manager Operations
Firstsource Solutions Ltd.
02.2008 - 12.2009
Assistant Manager Call Centre Operations
Aegis BPO
03.2007 - 02.2008
Executive - Service Assurance
Airtel (Bharti Cellular Ltd.)
06.2002 - 04.2006
- Society for Human Resource Management Certified Professional (SHRM-CP) - Society for Human Resource Management.
- Coaching & Feedback Skills
- Diversity, Equity and Inclusion (DEI)
- Situational Leadership
- Six Thinking Hats
- Lean Six Sigma Green Belt Certification (LSSGB)
- COPC
- Leadership & People Management Skills
- Basic Life Support Certification (BLS)
Bachelor of Commerce (Hons.) -
Calcutta University