Shima Malhotra
Management & Leadership Professional
Delhi,DL
Summary
Leadership with over 15+ years of successful experience in Training & Development, People Engagement and Performance Management. Recognized consistently for performance excellence and contributions to success in IT and Aviation Industry. Strengths in Learning & Development and EQ & CQ backed by training in Thought Leadership.
Associated with IATA as AVmP
Overview
16
16
year of professional experience
5
5
Certifications
2
2
Languages
Work History
HR Manager
Fourtek IT Solutions Pvt Ltd
Noida, Uttar Pradesh
01.2020 - Current
- Monitored and handled all employee claims, including performance-based and harassment incidents.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for 100+ new employees.
- Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes.
- Developed succession plans and promotion paths for all staff.
- Liaised between multiple business divisions to improve communications.
- Managed employee disputes by employing conflict resolution techniques.
- Led decision-making and implementation of HR policies, procedures, programs and functions.
- Implemented standardized programs and policies, driving smooth operations, employee retention and engagement.
- Advised decision-makers on complex and confidential matters ranging from performance management to employee relations issues.
- Created vision and goals for HR team and motivated staff to achieve excellence in customer support and core HR processes.
- Guided leaders and employees on company policies, programs, benefits, and salary administration.
- Supervised and mentored direct reports and developed talented HR teams.
- Developed focused training programs, leadership pipeline and succession plans.
- Reviewed business goals to recommend new HR approaches, policies and procedures for continual improvements focused on meeting business objectives and enhancing productivity.
- Boosted customer satisfaction ratings by resolving issues for speedy resolution.
- Utilized KEKA system to convert all payroll and benefit programs.
- Discovered and resolved complex employee issues that affected management and business decisions.
- Conducted company-wide town hall meetings to convey updates.
- Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances.
Inflight Director
Qatar Airways
Doha, Doha
2010 - 2020
- Fostering a positive ambiance to motivate the team/peers enabling them to deliver their best to customers through service and by recognizing their individual needs
- Ensuring the 'Just Culture' and taking corrective action wherever necessary with regards to enhance the Safety Management system
- Raising the levels of commitment through continuous development of teams' performance with the application of updated leadership tools
- Managing the allocation of resources to achieve maximum output in accordance with the company's procedures
- Ensuring individual behavior is maintained with socially acceptable limits and takes corrective action where necessary to preserve company image
- Demonstrating flexibility and initiative when circumstances require adjustments to normal procedures
- Maintaining communication with functional departments to ensure the personal involvement towards achieving overall objectives
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
- Led projects and analyzed data to identify opportunities for improvement.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Inflight Supervisor
Kingfisher Airlines
Delhi, Delhi
2007 - 2010
- Maintained knowledge of business operations to keep departments and employees up to date on important work-related changes.
- Prepared operational reports or records for performance reviews.
- Resolved customer complaints or problems to decrease escalation issues to corporate.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Evaluated employee performance quarterly and annual reviews.
- Explained regulations, policies, or procedures to new-hires to confirm understanding and compliance.
Customer Service Manager
SpiceJet Limited
Delhi, Delhi
2005 - 2007
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Consistently managed 50+-person staff, effectively resolving issues, which resulted in top ranking out of 10 teams.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Devised and published metrics to measure organization's success in delivering world class customer service.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
Education
Bachelor of Commerce - Business Administration And Management
Delhi University
DelhiDiploma - Aviation Management
Embry-Riddle Aeronautical University
Florida, USACertification - Strategy & Sustainability Behaviour
IIM Banglore
BangloreCertification - Organizational Leadership
IIM Banglore
BangloreCertification - Leadership of 21st Century
Copenhegan Business School
CopenheganCertification Course - Lean Management
Udemy
E-education, USASkills
Equal opportunities facilitation
Benefits and compensation management
HR processes
Performance management
Training and mentoring
Business Operation Management
Service & Safety Management
Accomplishments
- Certified in Cultural and Emotional Intelligence
- Competent with JIT, JIDOKA, HEIJUNKA methods with Lean Management
- Communication Expert with GTD techniques
- Cognizant of Entrepreneurship in Emerging Economies by Harvard Business School
- Leading multi nationality groups with Emotional intelligence & coaching, motivating and building competent teams.
- Strong stakeholder management skills demonstrated through leadership at multi national organization.
- Recognized 32 times for best customer service and excellence
Certification
Six Sigma Trainer
Timeline
HR Manager
Fourtek IT Solutions Pvt Ltd
01.2020 - Current
Certification Course - Lean Management
Udemy
Certification - Leadership of 21st Century
Copenhegan Business School
Certification - Organizational Leadership
IIM Banglore
Certification - Strategy & Sustainability Behaviour
IIM Banglore
Diploma - Aviation Management
Embry-Riddle Aeronautical University
Bachelor of Commerce - Business Administration And Management
Delhi University
Customer Service Manager
SpiceJet Limited
2005 - 2007
Inflight Supervisor
Kingfisher Airlines
2007 - 2010
Inflight Director
Qatar Airways
2010 - 2020