Robin Augustine
Ulwe
Summary
Dynamic HR professional with extensive experience at WNS Global Services, excelling in employee retention and performance management. Proven track record in strategic planning and stakeholder management, driving initiatives that enhanced engagement and reduced attrition. Skilled in data analysis and conflict resolution, fostering a high-performance culture across diverse teams.
Overview
17
17
years of professional experience
Work History
Group Manager – HR
WNS GLOBAL SERVICES PVT LTD
10.2020 - Current
- Provided strategic and operational support for three client accounts with approximately 1,000 employees.
- Executed projects aimed at enhancing employee retention through attrition and shrinkage initiatives.
- Conducted performance management across business units, identifying high-potential individuals for HR interventions.
- Addressed workplace grievances and escalations in accordance with COC framework.
- Led rewards and recognition programs to boost employee morale at business unit level.
- Created dashboards delivering real-time metrics and insights for leadership decision-making.
- Executed quarterly and monthly business reviews assessing HR health across verticals.
- Collaborated with L&D team to identify training needs and customize delivery for maximum impact.
Deputy Manager - HR
WNS Global Services PVT LTD
Mumbai
01.2017 - 10.2020
Assistant Manager Ops
WNS Global Services Pvt LTD
07.2014 - 12.2017
- Handling a team of 31 CSA’s and giving feedback to them on quality and product
- Responsible for identifying the Product and Process gaps and having the same escalated to the clients and get it rectified
- Awarded as best AM for the month of December13 – February'14
- Got promoted to manage L2 desk on the basis of performance
- Currently managing 46 SME’s and responsible for their performance and to give them feedback.
- Preparing Roster of SME’s and inbound AM’s
- Moved to Amazon Seller Support on 1st September, 2016.
- Handling a team of 30 associates for Amazon seller support (North America) email process.
Senior Team Leader Ops
Datamatics Financial Services LTD
02.2013 - 06.2014
- Handling a team of 35 CSA’s and giving feedback to them on quality and product.
- Responsible for identifying the Product and Process gaps and having the same escalated to the clients and get it rectified.
- Handling entire Email support of the process.
- Reverting to all client mails.
- Preparing roster for entire team.
- Won the Annual Merit Award in Domestic Voice process for delivering excellent performance and achieving all client target assigned to the process
Team Leader Ops
Hinduja Global Solutions
06.2011 - 02.2013
- Handling a team of 10 Senior CSA’s of escalation and Retention desk and giving feedback to them on quality.
- Responsible for identifying the Product and Process gaps and having the same escalated to the clients and get it rectified.
- Reverting to all client mails and has been promoted as SME of the process
- Awarded as the best Team Leader for the month of Dec, 2011 to March 2012
Team Leader Ops (Vodafone PAN India)
Intelenet Global Services Pvt Ltd
12.2010 - 05.2011
- Handling a team of 19 CSA’s and giving feedback to them on quality and product.
- Responsible for analyzing & meeting the desired SLA as per client requirement.
- Preparing roster for Support Staff.
- Have handled migration for 10 circles (Reports to be given for UAT done for links for proper migration of calls)
- Responsible to carry out weekly audits with Quality & Training team to have Compliance on all the parameters set by the company & handing over a detailed report to the Operation Manager.
Customer Service Representative
Intelenet Global Services Pvt Ltd
08.2008 - 11.2010
Education
SSC -
St Joseph’s High School
WadalaHSC -
SIWS College
WadalaBCOM -
Mumbai University
Kalina, Santacruz EastEPGDHRM - Human Resources Management
Tata Institute of Social Science
Chembur07-2025
Skills
- Mediation and advocacy
- Stakeholder management
- Employee relations
- Time management
- Compensation planning
- Problem solving
- Innovation and design thinking
- Talent acquisition
- Compensation and benefits
- Training and development
- Labour laws
- Microsoft Office Suite
- HR systems expertise
- Employee retention
- Performance management
- Employee engagement
- Conflict resolution
- Strategic planning
- Performance improvement
- Data analysis
Core Expertise
- Thorough on building and developing HR policies & practices
- Excellent stakeholder management
- HR Data analytics and strategy building
- Designing and delivering HR projects – Engagement, End to End Cost effective hiring, Attrition & Retention, Overall Talent development, D&I
- HR Compliance audit
Hr Skills
- Mediation and Advocacy
- Stakeholder Management
- Employee Relations
- Time Management
- Comp Planning
- Problem solving
- Innovation and Design Thinking
Personal Information
- Date of Birth: 8-April 1988
- Gender: Male
- Marital Status: Single
Hobbies and Interests
- Playing Carrom
- Travelling
Languages
Tamil
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Intermediate (B1)
B1
Timeline
Group Manager – HR
WNS GLOBAL SERVICES PVT LTD
10.2020 - Current
Deputy Manager - HR
WNS Global Services PVT LTD
01.2017 - 10.2020
Assistant Manager Ops
WNS Global Services Pvt LTD
07.2014 - 12.2017
Senior Team Leader Ops
Datamatics Financial Services LTD
02.2013 - 06.2014
Team Leader Ops
Hinduja Global Solutions
06.2011 - 02.2013
Team Leader Ops (Vodafone PAN India)
Intelenet Global Services Pvt Ltd
12.2010 - 05.2011
Customer Service Representative
Intelenet Global Services Pvt Ltd
08.2008 - 11.2010
SSC -
St Joseph’s High School
HSC -
SIWS College
BCOM -
Mumbai University
EPGDHRM - Human Resources Management
Tata Institute of Social Science
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