Shantanu Dhar

· Responsible for execution of onboarding process for new employees ensuring smooth integration into company culture

· Acts a liaison between HR, IT and administrative departments to streamline the onboarding process

· Assisting L&D team in facilitating new joiners training programs

· Onshore account creation across BU and system set up for smooth functioning of client work

· Assisting in orientation session by providing detailed information on company policies, procedures and expectations.

· Responsible for compliance audit checks and share findings with BU leads.

· Ensuring risk policy adherence across BU by conducting monthly risk training sessions

· Conduct monthly data management policy checks on approximately 10% of population and taking corrective actions on defaults

· Monitoring training status, background checks and compliance adherence for different geographies

· Focus on people development, through coaching, counseling and assign task based on potential for effective employee developmental framework

· Provide end to end project management support to onshore Project Managers for service development projects and liaise with project teams and finance for invoicing and other financial activities.

· Managing department wide headcount, staffing, attrition, hiring and database management.

· Preparing key performance indicators, such as utilization, CSAT analysis, plan vs hiring reports, monthly risk data and adhoc. reporting.

· Using analytical and visualization skills, prepare and publishing geo-wise utilization dashboards, onboarding and risk dashboard

· Working closely with the automation community team, in identifying automation requirements and technical feasibility.

· Direct interaction with the top UK BT clients and handling their billing related disputes.

· Handling the escalations of high priority customer request & complaints and ensure 100% client satisfaction.

· Negotiating with the clients for refunds and convincing them to clear off of their outstanding bills.

· Calculating and initiating the exact refunds, tracking refunds data and daily revenue/ collections earned data.

· Preparing the agent level data which keeps a track of an agent’s daily productivity in terms of calls answered/ received, number of cases resolved/pending/unanswered to monitor the overall performances.

· Tracking the details of the volumes received and worked by the agents into the master data.

· Keep the team updated with procedural changes that are made by the clients & also keep them posted with current policies of the process.

· Onboarding Dashboard – Visual representation of overall onboarding process including number of joiners, joining status offer drops, loaned staff, IJPs, secondment all in one place for across department. The dashboard is a one-stop shop for all onboarding related queries including details of BGV status, upcoming joiners and training status.

· Upcoming Training Deadlines Dashboard - To outline the number of training pending and overdue by staff within each geo and categorizing them basis the training deadlines. Differentiating between mandatory and non-mandatory trainings for each BU and publishing the dashboard on PowerBI on weekly basis. This project helped the BUs to be compliant with training policy by by significantly reducing the training defaults and completing them by the target date.