Papia Ghosh Kundu

· Responsible to assist the Branch head to meet his ABP by realizing the sales target assigned to him along with team.

· Act as an enabler in improving profitability of the branch by getting good quality of sales to ensure Unit level margin targets.

· Assisting the branch in achieving targets on month on basis by Maintaining consistency of monthly sales

· Helping the branch to be recognized as single window solution provider by focusing on cross sales and delivering results from cross selling.

· Mapping potential clients on the basis of geography, industry, competitors and type of customers by using his knowledge of industry and market.

· Also involved in resolving Client complaints .

· Examining risks & potentials for business & Operational easy flow.

· Research prospective accounts in targeted markets , pursue leads and follow to closure with a through agreement.

· Follow the latest industry developments,building a good relationship with the clientele base to solve all areas from new business to operations.

· Imparting training to Sales & Operational team - PAN India from a better service provider aspect from time to time.

· Work strategically - carrying out necessary planning in order to implement operational changes

· Building & maintaining profitable relationships with key clients.

· Resolving Client complaints quickly & efficiently.

· Expanding the client base by cross-selling services.

· Examining risks & potentials for business & Operational easy flow.

· Research and identify new business opportunities - including new markets, growth areas, customers, services .

· Seek out the appropriate contact in an organization

· Generate leads and cold call prospective customers

· Think strategically - seeing the bigger picture and setting aims and objectives in order to develop and improve the business

· Work strategically - carrying out necessary planning in order to implement operational changes

· Building & maintaining profitable relationships with key clients.

· Resolving Client complaints quickly & efficiently.

· Expanding the client base by cross-selling services

· Also involved into the talent acquisition team for the growth of the Company at all levels.

· Involved in different methodologies of training the talent acquisition team & closing the right candidature for both inhouse & clients.

· Sourcing potential clients in respective geographic area.

· Finalization of commercials and submissionof proposal

· Work with operations & back-end team for execution of work.

· Co-ordinationg with vendors for relevant services.

· Searching & Finalizing vendors for services.

· Responsible for New business and upliftment from existing business clients.

· Provide regular reviews & feedback to the team.

· Manage large teams including HR & BD.

· Responsible for New business for the company to enhance client-list Pan India.

· Administer compensation, benefits and performance management systems, and safety and recreation programs.

· Worked in co-ordination with the Marketing head bringing in new business and also increasing business with existing clients.

· Identify staff vacancies and recruit, interview and select applicants and oversee a team of juniors in the department.

· Allocate human resources, ensuring appropriate matches between personnel internally and client wise.

· Provide current and prospective employees with information about policies, job duties, working conditions, wages, opportunities for promotion and employee benefits.

· Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, firing employees, and administering disciplinary procedures.

· Advise managers on organizational policy matters such as equal employment opportunity and sexual harassment, and recommend needed changes.

· Serve as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.

· Implementing HR & Training strategies and policies from time to time.

· Associated with different Educational & Training Institutes and Corporate for imparting training.

· Associated with different companies as HR Consultant (Recruitment Firms & BPO ) (Recruitment,Ombudsperson,Retention,Documentation Oversee)

· Training Modules included -

a. Soft Skills

b. Voice & Accent

c. Personality Development

d. Business English

e. Grooming & Behavioral Etiquette's

f. Group Discussion Skills

g. Interviewing Skills

· Posting advertisements for new employees in newspapers, on the internet or in trade specific magazines. Contacting employment services or even executive recruiters for very specialized postings.

· Ensuring all record keeping with regards to workman's compensation, health and medical insurance, and other state and government regulations is completed as required.

· Overseeing the human resources department staff and handling all issues involving employee complaints or questions that cannot be answered by other staff.

· Managing office or agency health, safety and mental health and well-being issues.

· Working with employers and employees in training and in-service presentations as required.

· Hiring, supervising, training, monitoring and firing of staff.

· To get business from overseas for the BPO/Call Centre

· Responsible for Generating new Business Leads and conducting prospect research, Identifying client business needs and business challenges

· Corporate Presentation & Seminars for Prospecting

· Additional responsibilities include overall project and resource management.

· Supervising over 3 Trainers, 1 HR Executive.

· Plan training for new (induction training) and existing (refresher training) employees

· Ensure timely dissemination of training schedules

· Also indulged into staff welfare and monthly review of the employees.

· Responsible for overall payroll management of employees.

· Supervising over 10 Trainers and 6 AM's

· Plan training for new (induction training) and existing (refresher training) employees

· Identify training needs for various processes (basis requirements sent by process owners, quiz scores and quality scores)

· Manage a team of trainers

· Conduct trainer audits and Train the Trainer program

· Ensure accuracy of training material

· Ensure timely dissemination of training schedules

· Track training metrics based on monthly dashboard review

· Liase with Head Office for process improvements and projects

· Analyze agents performance on the basis of Score Card Analysis

· Responsible for the overall development, grooming and motivation of all the team members by effective and timely coaching / feedback.

· Full partnerships with Operations to ensure employees are successful on the production floor.

· Communicate and work with all support departments (Workforce, Facilities, HR, Quality etc.) to ensure the availability of infrastructure

· Indulged into recruitment from entry level to senior level, deciding salaries, taking care of certain HR related issues.

· Usually give training to batch of 25 – 30 people

· Training fields include Voice and Accent (UK, US & AUS), Soft Skills, Interactive Communication Skills, Customer Service Skills, Culture Training and Behavioral Attitudes

· Also indulged in both Sales training which combines Selling Skills, Catching Buying Signals, Proactive Skills, Probing Skills, Customer Interpretation through Comparative and Benefit Analysis.

· Preparing new training modules on both Voice & Accent and Soft Skills

· Supervising over a team of three Trainers including two Soft Skills and one Process Trainer and two HR executives.

· Generating different methodologies for training and scheduling transition training as wells as interim training

· Also responsible for maintaining efficiency and effectiveness of the department through proper Coaching / Feedback Analysis

· Ensuring training schedules being adhered to the required quality benchmarks and clientele expectation

· Interacting with clients for in-house efficiency or for any variations related to process training on a monthly basis

· Supervising over the entire HR recruitment team and finalization of candidates.

· Usually give training to batch of 25 – 30 people

· Training fields include Personality Enhancement course for the whole batch and Business English

· Also indulged in assignments for respective batches and Counseling.

· Also responsible for maintaining efficiency and effectiveness of the department through proper Coaching / Feedback Analysis with the students.

· Was involved with inbound customer service

· Receiving calls from US customers and providing them with appropriate solutions

· Taking Supervisory calls

· Doing Quality Calibration of team members and providing timely feedbacks for enhancing their efficiency and accuracy

· Analyzing CSAT Scores for agents on the floor and helping them to groom as per required quality benchmarks and client expectation

· Maintaining the quality and productivity reports for the team members

· Processes include – Franklinmint.com ( US & UK ), CompuServe Billing

· Usually given training to batch of 50 -85 people

· Training fields include Voice and Accent (UK, US & AUS), Soft Skills, Interactive Communication Skills, Customer Service Skills, Culture Training and Behavioral Attitudes

· Preparing new training modules on both Voice & Accent ,Soft Skills, Customer Service

· Marketing out financial products to prospective customers

· Handling Customer Complaints on phones as well as direct and providing proper solutions to their problems

· Supervising over a team of 20 people for direct marketing

· Updating database of customers as per daily field reports

· Also involved in training new batches on the products and policies of the bank

· Dealt with Credit Cards, Liabilities, Home Loans, Demat and Insurance