NAGHMI MALIK
Assistant Manager - Training
Delhi,DL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Assistant Manager - Training (GHRO - APAC, AMS & EMEA)
Wipro HR Services Pvt. Ltd. - Gurugram
11.2023 - Current
- Fulfilling vendor responsibilities for Wipro, contributing to Google's HR operations
- Delivering onboarding, communication training, pre-process training, process training and analysing trainee's performance during OGT
- Monitoring and reporting trainee progress, introducing new learning tools to address individual needs.
- Monitoring the implementation of the SOP and the training materials provided to the employees along with identifying the SOP gaps, creating the content and sending for the update to the KM team
- Conducting CKT (communication knowledge test) & PKT (process knowledge test) monthly for all the workflows to analyze the individual and team's performance
- Analyzing monthly consultation and error data for all the aligned workflows to identify the area of improvement in the process
- Calibrating regularly with the teams and stakeholders (GXO team) to understand the challenges so that the training team could help in solving their issues with the help of training/ refresher sessions
- Creating MBR(monthly business review) presentation to showcase the initiatives taken in the previous month and presenting it to the clients during the monthly connect
- Assisting the quality and operations team with retrospective audits. This involves RCA of errors and subsequently designing tailored training sessions for the operation team. This approach ensures that the team is well-equipped with the knowledge and skills necessary to prevent future errors and maintain high-quality standards.
- Frequently used applications - Salesforce, gHire, DocuSign, Workday, LMS, Dashboards and Google apps (Slides, Docs, Sheet, Forms)
- Managing multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.
Process Specialist (HR Operations - APAC)
Wipro HR Services Pvt. Ltd. - Gurugram
05.2021 - 10.2023
- Worked for Google's HR Operations as a vendor with Wipro
- Handled Offer Letter generation, EDM and Benefits process for the APAC & AMS region which includes answering employee's queries related to benefits, leaves, data management, compensation and exit
- Experience in working on applications as salesforce, gHire, DocuSign, Workday and Dashboards
- Calibrating with client/ GXO team weekly to highlight the ongoing issues and to take approvals to redefine the process as per the requirements
- Analyzing the team's monthly data in terms of TAT, quality and customer satisfaction surveys to identify the gap in process
- Created the Global SOP for the entire POD and got that placed to KM site post SME approvals
- Conducted regular process reviews, identifying inefficiencies and implementing improvements that led to increased productivity and cost savings.
- Served as a subject matter expert for process-related inquiries, providing guidance to colleagues when needed.
- Collaborated closely with cross-functional teams, ensuring seamless integration of processes across departments.
- Cross trained the AMS and EMEA colleagues on APAC
Customer Service Executive
Interglobe Aviation Pvt. Ltd. - IGI AIRPORT, New Delhi
08.2018 - 05.2021
- Training new joiners for reservation, check-in and boarding process while they are on OJT
- Creating the planning and routing of the day and assigning the responsibilities to the team for the particular day
- Supervising all tasks assigned to the team throughout the day
- Maintaining the net promoter score of each flight
- Leading all the extra curricular activities and events and organizing and planning them
- Closely monitoring individual and team tasks to make sure the operations are up and running smoothly
- Helping the passengers with reservations, check-in, boarding and other queries.
Customer Service and Sales Representative
Convergys India Pvt. Ltd. - GURUGRAM
10.2016 - 08.2017
- Meet and exceed monthly sales quota objectives
- Generate new business and upselling
- Identify customer needs and close deals using solution based selling techniques
- Customer retention, follow up, training and customer service.
Education
Higher Secondary Education -
SJI College
Diploma in Hospitality and Management - undefined
Cambridge Institute, Nainital
Bachelors of Arts - undefined
MJP Rohilkhand University, Bareilly
Skills
Leadership
Relationship building
Problem solving
Organized and detail oriented
Strong presentation skills
Design thinking
Time management
People management
Employee Performance Evaluations
Accomplishments
- Winners Circle - Stellar award for best Performance for three consecutive quarters.
- Winners Circle - Contest winner award for solving the highest number of cases.
- Won badminton single's female in FRB tournaments at IGIA.
- Selected for govt. organized national exhibitions in Artist's category as a painting artist in 2021.
Timeline
Assistant Manager - Training (GHRO - APAC, AMS & EMEA)
Wipro HR Services Pvt. Ltd. - Gurugram
11.2023 - Current
Process Specialist (HR Operations - APAC)
Wipro HR Services Pvt. Ltd. - Gurugram
05.2021 - 10.2023
Customer Service Executive
Interglobe Aviation Pvt. Ltd. - IGI AIRPORT, New Delhi
08.2018 - 05.2021
Customer Service and Sales Representative
Convergys India Pvt. Ltd. - GURUGRAM
10.2016 - 08.2017
Higher Secondary Education -
SJI College
Diploma in Hospitality and Management - undefined
Cambridge Institute, Nainital
Bachelors of Arts - undefined
MJP Rohilkhand University, Bareilly