• Ensure implementation of Human Resource Development Plan.
• Provide support in the development and implementation of HR policies
• Provide support to Manager HR in development of procedures where necessary in view of the gaps in the existing policies of.
• Initiate and coordinate the hiring process as per the requirements of both core Office and regional/project offices.
• Ensure the fair and transparent process of recruitment
• Manage/coordinate activities related to staff contracts, training need assessments, subsequent trainings, performance evaluation, and handing/taking over procedures
• Identify and resolve HR related issues of the organization in an effective and efficient manner as and when required
• Ensuring compliance and performance management on time and according to the HF Performance Management system.
• Facilitation and documentation of the performance Appraisal system
• Provide advice and assistance when conducting staff performance evaluations
• Identify training and development opportunities for staff
• Organize staff training sessions, workshops and activities
• Provide basic counselling to staff who have performance related obstacles
• Assist in annual Job evaluation and Job description reviews
• Providing support on disciplinary, grievance issues etc.
• Supports execution of annual HR processes such as compensation reviews and succession planning discussions.

• Identify training needs, design, develop and roll out trainings/ refreshers on CS/ Soft Skills/ Product knowledge/ SOPs to COPS department functions.
• Roll out new induction training programs for Call Batches and all associated tasks i.e. login creations, email creation, attendance management, quiz scheduling, Mobile.
• Identifying training and development needs within the customer operations department through SQS and regular consultation with different functional line managers.
• Update & revisit existing training programs/ refreshers content as when required to keep the information / data / Sop's updated.
• Self-development in terms of individual learning plans and keeping oneself updated on new advancements in training and Development area.
• Analyze corrective and preventive action plans with shared root cause analysis.
• Prepare and report corrective and preventive actions through structured dashboards.
• Perform analysis to measure effectiveness of Corrective and Preventive actions tangibly.
• To maintain and develop HR policies, ensuring compliance and to contribute the development of corporate HR policies.
• To develop the HR team, to ensure the provision of a professional HR service to the organization.
• Manage a team of staff. Responsible for mentoring, guiding and developing them as a second line to the current position.
• To ensure timely recruitment of required level / quality of Management staff, other business lines staff, including non-billable staff with appropriate global approvals, in order to meet business needs, focusing on Employee Retention and key Employee Identification initiatives.
• Provide active support in the selection of Recruitment agencies which meet the corporate standard. Ensure Corporate Branding in recruitment webs and advertisements.
• Ensure appropriate communication at all staff levels.
• To maintain and develop leading edge HR systems and processes to address the effective management of people.

• Support and provide superior customer services to the calling customers.
• Use questioning and listening skills that support effective telephone communication.
• To ensure self adherence to schedules & office ethics, and performance optimization in day to day operations.
• Understand the impact of attitude in handling calls professionally
• Effectively deal with job stress, angry callers, and upset customers
• Use the most appropriate way to communicate with different behavior types on the telephone.
• To present / implement ideas for achieving FCR through Call Center and to bring innovation in Call Center operations.
• To provide coaching, feedback and counseling for the betterment of respective team.
• Adherence & compliance to company policies & procedures.