Vivek Sharma
New Delhi,Delhi
Summary
I am an experienced and effective HR professional, having 28 years of hands-on and extensive experience across HR functional spectrum, Quick Service Restaurant and Phone Services Management. I am result oriented with a proven track record of maximizing opportunities for engagement, nurturing and achieving people and organizational objectives. I am adept in strategic planning, leadership, and building strong partnerships.
Overview
28
28
years of professional experience
Work History
Senior Vice President - Human Resources
SBI Card and Payment Services Limited
12.2003 - 04.2024
- Company Overview: 2nd largest issuer of Credit Cards in India and listed company with majority shareholding of State Bank of India
- Acquired rich and multi-faceted experience across all HR domains in 20+ years tenure with SBI Card
- Have had extensive hands-on exposure to Training, Learning & Development, Functional & Zonal HR Manager, Talent Acquisition, Performance & Talent Management, HR Compliance, Payroll processing and Exit Management and have led teams in each of these domains
- Played a key role in SBI Card’s HR Systems and Processes transition as well as policy formation both pre & post GE’s exit in Dec 2017
- Ideated, Initiated and successfully implemented numerous initiatives for enhancing productivity, quality and cost optimization in each of roles handled during my 20+ years tenure with SBI Card
- 2nd largest issuer of Credit Cards in India and listed company with majority shareholding of State Bank of India
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
Senior Executive – Phone Service Division
eServe International
07.1999 - 11.2003
- Company Overview: later merged into Citibank
- Ensured that assigned team of 15 customer service executives were well trained, well managed and met all assigned targets
- Responsible for ensuring high levels of customer satisfaction through quick and courteous service, high quality standards as well as meeting sales targets
- Trained new joiners on various modules pertaining to nuances of Credit Card operations and Customer Service, as part of new hire training program
- Undertook various individual and team project to enhance self-service options utilization by customers, productivity and average call handling time of executives
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
Unit Supervisor
Nirula’s
06.1996 - 06.1999
- Company Overview: a renowned Quick Service restaurant chain in Delhi NCR
- In-charge of daily food & beverage service operations and followed all standards laid down for safety, hygiene, productivity and profitability
- Effectively managed a team of ~55 employees to achieve above mentioned goals
- Responsible for ensuring high levels of customer satisfaction through quick and courteous service, high quality standards and ambient restaurant atmosphere
- Reduced time taken for daily inventory and order placement from 4-5 hours previously to 1.5 hours, by effectively using the computer systems available at the unit
- Worked very closely with Unit and company management for ensuring high degree of staff motivation and performance
- Liaised effectively with internal control functions like Audit and Finance as well as external agencies like MCD, Delhi Police, Licensing Department
- To ensure that the unit met all laid down standards
- A renowned Quick Service restaurant chain in Delhi NCR
Education
MBA - Human Resources
Sikkim Manipal University
2014
Bachelor of Arts - Arts
Delhi University
Delhi1997
3 Year Diploma - Hotel Management,Catering Tech & Applied Nutrition
National Council For Hotel Management
New Delhi1996
Skills
- Communication
- Interpersonal Relationships
- Organizational Skills
- People Leadership
Timeline
Senior Vice President - Human Resources
SBI Card and Payment Services Limited
12.2003 - 04.2024
Senior Executive – Phone Service Division
eServe International
07.1999 - 11.2003
Unit Supervisor
Nirula’s
06.1996 - 06.1999
MBA - Human Resources
Sikkim Manipal University
Bachelor of Arts - Arts
Delhi University
3 Year Diploma - Hotel Management,Catering Tech & Applied Nutrition
National Council For Hotel Management
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