Minak Dhar
Bangalore
Summary
A result oriented Team Lead - Associate Contact Center HR at LOWES India with over 13 years of expertise in Corporate Human Resource Service Delivery and HR Operations. Demonstrated track record in managing comprehensive Contact Center services, ensuring alignment with strategic HR objectives, and driving excellence through benchmarking best practices. Specializes in process optimization and project management, resulting in enhanced operational efficacy and high productivity. Strong communicator and problem-solver, adept at fostering team success while achieving organizational goals. Strategic professional in business operations known for high productivity and efficiency in task completion. Specialize in process optimization, project management, and data analysis, ensuring streamlined workflows and enhanced operational efficacy. Excel in communication, problem-solving, and leadership, leveraging these soft skills to drive team success and achieve organizational goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Team Lead - Associate Contact Centre
Lowes India Private Limited
10.2022 - Current
- Monitor, prioritize, and assign daily responsibilities of HR Service Center staff, assuring the proper alignment of resources and skillsets to inquiry and request demand
- Assist Representatives/Senior Representatives with day-to-day execution of duties and guide the team regarding proper procedures, policies, and requirements
- May review and approve certain staff transactions as defined per policy/procedure
- Assure that HR transactions, data, and services are timely, accurate, and compliant with company and regulatory requirements
- Provide back-up to staff and perform transactions when necessary
- Handle escalated and/or sensitive requests and issues related to processing
- Escalate particularly specialized, difficult, or sensitive matters to the appropriate 'Tier 2 Function' or 'Center of Excellence resource and assure that cases are updated and maintained accordingly
- Provide excellent service to ensure activities provide the intended experience for end users in an efficient and effective manner
- Manage tasks of self and team to assure Service Center deadlines are met according to established service s/targets
- Follow proper operational procedures and assure the same from the staff
- Support the manager as a project coordinator to organize and facilitate ongoing development, evaluation/testing, and maintenance of processes and documentation (e.g., contact center scripts, Standard Operating Procedures, Work Instructions), working with the documentation team for strategic guidance and support
- Continually drive documentation to ensure complete, accurate, and up-to-date depiction of processes
- Perform audits and validations of Service Centre transactions
- Examine and verify any data related to the Service Centre for accuracy and consistency
- Be responsible for the development and implementation of operational standards and processes that directly contribute to optimal results, effectiveness, and efficiencies of the HR Service Centre Representative and Senior Representative roles
- Provide feedback to the manager regarding the services of third-party providers to assure accurate and effective performance in adherence to established service s and compliance standards
- Monitor and evaluate HR transaction work flow and volume in order to meet production and performance goals
- Provide subject matter expertise within the HR Service Centre for continued training and employee educational purposes
- Assist in the development, reporting, and review of metrics to drive performance, identify trends, and develop/implement process improvements, escalating issues and proposed solutions as appropriate
- Maintain all compliance requirements
- Analyze and correct errors and ensure proper quality controls are in place to avoid future errors
- Ensure all company, federal, state, local, and other applicable compliance requirements are met
- Assist the manager and director with the execution of the compliance programs, internal audits, external audits, and government audits
- Coach and mentor staff to support a high-performance team
- Assist the manager with setting goals and supporting growth and development of team members
- Support organizational direction and culture
- Effectively manage day-to-day employee performance using established company tools/methodology
- Provide input to personnel decisions (e.g., compensation, recognition, transfer, promotion) as requested
- Assure that company policies and practices are followed, and set an example for team members
- Participate in the development and delivery of training for internal staff, specialist groups, or others as needed
- Perform other duties as assigned
Team Lead Human Resource Service Delivery
Accenture India Private Limited
09.2021 - 10.2022
- Advisory - Strategy and Coaching -Resolve any escalate Advise client account leadership regarding HR aspects of key business strategies, issues and decisions and potential problem areas
- Compliance and Process Improvement Facilitate team work and process integration across the team
- Contribute to a positive work environment and promote teamwork
- Provide feedback and input for improvement of all programs, processes, and policies and accountable for driving consistent, standardized, and effective service delivery within Employee Relations, Internal Controls & Compliance, Learning, resolve any escalated issues and risks Facilitate team work and process integration across the team
- Delivery Excellence and HR Leadership -Serve as a main point of contact and manage relationships with stakeholder group and key individuals
- May be involved in supporting the selling of large complex deals at an appropriate stage in the sales lifecycle
- Oversight or support
- Leading teams for a Kraft Heinz of Accenture for NAM & LSATAM region
- Managing a team of 16 members
- Handling important client stakeholders and provide HTR solutions strategically for business challenges
- Process enhancements at various geographies and create value add for the client at different markets
- Cost management and Cost savings
- Ensure smooth operations, meet the Service Level Agreements
- Prepare various processes related Monthly/annually reports for the clients & leadership team
- Lead Weekly & performance review calls for to the global leadership
- Analyze various daily / weekly /monthly reports made by the team leads and provide new ideas/ solutions to further enhance the process
- Market analysis for the current demands/trends and recruitment strategies
- Achieving retention targets People management, performance management, succession planning, plan and map career paths for the team
- Run various rewards and recognition program
- Meet the monthly CSAT scores
Human Resource Shared Service Specialist
Cerner Healthcare Solution India Private Limited
Bangalore
08.2018 - 09.2022
- Assisting in identifying areas to improve communications and efficiency of operations and implementing changes
- Provide guidance to associates and managers on navigation on onboarding systems
- Providing active support for US Employees, Managers, Directors and HR departments in personnel verification processes
- Providing answers, solutions and recommendations for inquiries related to HR Onsite processes/procedures
- Professionally and accurately respond to written and oral inquiries from associates and managers
- Managing effective workforce administration, employee lifecycle and exit administration
- Follow the HR Service Center organization strategy and ensure effective service delivery
- Seeks areas for continuous improvement and optimization
- Coordinates with the case management system administrator the maintenance and improvement of the case management system
- Establish goals and metrics for team, measure performance
- Establish a service center to support and lead specific HR programs and initiatives
- Data-driven, fact-based decision making on how to process improve, staff, and drive results
- Partner and continues to build the working relationship with other HR Supervisors, stakeholders and HR Business Partners
- Defines the Tier 1 support and reporting structure which includes the governance support, Key Performance Indicator analysis and Service Level Agreements
- Responsible for allocating work, monitoring productivity and compliance and ensuring quality of service
- Manage data management teams in their daily activities and work with the teams to resolve complex issues and make final decisions related to these issues
- Use procedures, policy manuals, knowledge management, and other reference materials to assist in answering and resolving employee/manager inquiries
- Develop and maintain working knowledge of guidelines, program procedures and systems
- Support the business by supporting the designated workforce meeting established service level agreement
- Performs regular process audits to maintain quality control inside established parameters
- Participate in HRSS planning by providing feedback, insights, and continuous improvement opportunities
- Proactively seeks improvement and development opportunities
- Strong analytical, attention to detail
- Acts honestly and professionally, ability to handle confidential and sensitive information
- Ability to lead others and exert influence
- Analytical approach to problem solving, detailed oriented
- Participates in continuous improvement activities that will increase quality and service delivery efficiency
- Demonstrated good judgment and decision-making skills
- Escalation of security access to Portal to HR Technology Enablement
Assistant Manager
Indian Hotels Company Limited - Taj Falaknuma Palace
Hyderabad
02.2010 - 06.2017
- Company Overview: Indian Company Hotels Limited by TATA
- Started as an associate in hotel operation in 2010 -Food & Beverage Operations
- Promoted as Supervisor in 2011 - Butler Operations- Food & Beverage Operations
- Promoted as Assistant In-Room Dining Manager in 2014 -Food & Beverage Operations
- Designation changed as Assistant Restaurant Manager in 2016 -Food & Beverage Job description
- Indian Company Hotels Limited by TATA
Education
Bachelor in Hotel Management - Hospitality Administration And Management
NSHM School of Hotel Management
Durgapur, West Bengal06-2010
XII -
Umshyrpi College
Shillong, Meghalaya01.2006
X -
All Saints Diocesan high school
Shillong, Meghalaya01.2004
Skills
- Work assignment delegation
- Performance monitoring
- Trend tracking
- Employee engagement
- Product management
- Employee evaluation
- Coaching and mentoring
- Client communication
- Complaint resolution
- Human resources management
- Performance improvement
- Customer focus
- Operations management
- ServiceNow experience
- Workday experience
- Workday performance management
- Customer service
- Verbal and written communication
- Call center customer service
- Quality control
- Customer support
- Quality assurance optimization
- HR policies and procedures
Personal Information
Date of Birth: 11/24/88
Affiliations
- Cooking different type's of cuisine.
- Cars & Bikes enthusiast .
- Travelling .
Accomplishments
- Recognized many a times for business excellence award.
- Appreciation from top industrialist.
Certification
- TTT completion and 6 sigma green belt certification.
Languages
Bengali
First Language
English
Proficient (C2)
C2
Timeline
Team Lead - Associate Contact Centre
Lowes India Private Limited
10.2022 - Current
Team Lead Human Resource Service Delivery
Accenture India Private Limited
09.2021 - 10.2022
Human Resource Shared Service Specialist
Cerner Healthcare Solution India Private Limited
08.2018 - 09.2022
Assistant Manager
Indian Hotels Company Limited - Taj Falaknuma Palace
02.2010 - 06.2017
Bachelor in Hotel Management - Hospitality Administration And Management
NSHM School of Hotel Management
XII -
Umshyrpi College
X -
All Saints Diocesan high school
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