Puja Khurana

• Responsible for end-to end HR operations and all aspects of HR development and management, including policies and procedures administration for 250+ employees
• Communicated progress to the leadership team through periodic business reviews
• Developed and implemented HR strategies and policies to align with organisational growth and future work trends
• Conducted audits to ensure process integrity and effectiveness
• Led seamless deployment and execution of end-to-end automated HRMS, streamlining operations and enhancing efficiency across organisation
• Managed the appraisal process from expectation management to resolution & minimising escalations
• Collaborated with leadership for strategic planning, implementing high-performing HR practices
• Organised educational programs, devised evaluations, and supported continual learning
• Executed and refined monthly performance pay strategies
• Liaised and executed recognition and rewards programs to incentivise high performance and contributions
• Provided ongoing support and resources to employees to reinforce learning, encourage skill application, and address performance challenges that resulted in job rotations and internal promotions
• Enhanced & executed a talent acquisition strategy which was aligned with organisational goals
• Directed selection protocols, educated hiring managers on impactful interviewing methods, and guaranteed favourable candidate journey during entire interview process
• Oversaw candidate screening process, including resume review, phone screens, assessments, and interviews, to identify best-fit candidates for open positions
• Strategised & monitored onboarding of new joinees to ensure a seamless and exceptional experience
• Analysed recruitment metrics, including time-to-fill and cost-per-hire, to improve hiring efficiency and make data-driven decisions
• Partnered with universities and educational schools to attract fresh talent cost-effectively
• Designed and executed performance management system aligned with organisational goals, offering clear expectations, continuous feedback, and coaching
• Redefined KRAs and KPIs for periodic discussions, setting quarterly OKRs
• Applied PIPs for underperforming employees and identified training opportunities to support growth
• Fostered positive organisational culture emphasising diversity, inclusivity, collaboration, innovation, and continuous improvement, aligning cultural norms with employee engagement objectives
• Provided training and support to managers to help them effectively lead & gainfully engage their team
• Facilitated work-life balance initiatives such as flexible arrangements, wellness & buddy programs, etc
• Assessed employee satisfaction, identified areas of improvement, & tracked regular progress
• Used data and technology to drive process innovation and improvement.

Achievements

• Achieved remarkable 18% increase in employee engagement year-on-year
• Fostered impactful collaborations with educational institutes, enhancing the talent pool while reducing overall costs by 15%
• Maintained optimal attrition rates consistently, with an average between 5-6% across functions
• Led initiatives that resulted in earning the esteemed Great Place to Work award (Apr’21-Mar’22)

• Successfully contributed to dual roles in HR and delivery/ fulfilment, demonstrating adeptness in both domains while ensuring seamless operations
• Launched and directed call centre operations in Malaysia, handling recruitment, training, and team management
• Worked with Aegis, Symphony, and SRG, managed relationships in India and Malaysia
• Supervised comprehensive HR operations, including recruitment, training, goal setting, and performance management, to ensure efficiency and optimised headcount
• Headed Askme's international division, which focused on service delivery, operations, and customer support
• Oversaw website content moderation, vendor relations, CRM, and web support
• Responsible for data analysis on performance and internal process audits & process reviews
• Played crucial role in planning the e-commerce launch, developing comprehensive SOPs for merchant lifecycle, sourcing, inventory management, and engagement, among other duties

Achievements

• Played an integral role in contributing to new product launch
• Received appreciation letter for contribution to the successful launch of international project
• Elevated agent's MOM performance between 5-7%

• Played a pivotal role in doubling inventory volumes and boosting featured ads sales for the classifieds project within 11 months, leading to additional responsibility of heading the Hot Deals project
• Directed a team of over 300 FTEs and support staff across India in Customer Support and Telesales, overseeing P&L and enhancing operations through merchant conversion to featured/paid services, including sourcing, conversions, and engagement
• Responsible for Pan India service delivery, operations, and customer support
• Associated with technical, product, sales, CS & marketing teams
• Handled internal process audits & process reviews
• Created manuals and SOPs & sustained process excellence across functions for call centres, in-house & outsourced.

Achievements

• Led initiatives to increase inventory volume by 30% for complementary ads and deal portals

Elevated featured ads sales by 10% in 8 months across stations (Delhi, Chennai, Bangalore, Kerala etc.)

• Responsible for setting up process from scratch, starting from recruitment to on-the-job training
• Attended and conducted customised subject training programs effectively
• Responsible for ensuring a smooth transition of process from the US team to India team
• Managed team of 50 FTEs and steered efforts across setting up new process for website development that included programming & design management for E-Commerce and informative/standard websites
• Rendered high productivity with stringent quality parameters, ensuring customer support.

• Involved in taxonomy process for management of category, attributes, synonyms, keywords, and stop words for thousands of categories & sub categories
• Operated listing population using automated methods, Pan India
• Preserved quality of the database
• Contributed to communication plans to assist customers in search performance
• Worked with business heads to ensure better understanding of the taxonomy process, workflows, and implementation

• Managed multiple projects/ processes starting from transition time and ensured execution with high productivity across multiple processes with compact deadlines at all times
• Handled 200+ sized team with support members and worked on multiple projects catering to leading brands in publishing across North America, Canada, UK, Ireland, and Australia
• Executed diverse roles encompassing operational services, quality management, client management, and resource optimisation, alongside developing streamlined process manuals through coordination with technical, production, and finance teams
• Expanded business revenue via upselling & delivered the best services with clear client communication
• Directed people; responsible for motivating and developing groups and individuals to be ambassadors of quality performance by setting goals and working alongside others to achieve objectives.

• Worked with multiple corporate MNC accounts such as Embassies, HCL, EXL, J M Morgan, Ashok Leyland, Boeing India, Accenture, Mahindra & Mahindra, EID Parry & more
• Responsible for client communication, account handling, post-sales service, business expansion from existing clients, and inter-departmental coordination with the production team
• Aligned hiring & training.

• Supervised a team of 8-10 execs for perfect delivery & production of classifieds with the required quality
• Derived the classifieds ad volumes in thousands every week.