<p>Reporting to the Head of HR & Call Center Development and managing training team of 6 members including 3 in direct reporting to me.</p>
<p>My role entails running Human Resource Development & Training programs for Pizza Hut Restaurant Operations’ <br /> staff in South Region. It includes but not limited to, development of bench plan criteria, performance KPIs, <br /> implementation of People Capability Program, ensuring that all 1200+ staff are fully trained in their capacities by <br /> planning, developing & implementing training programs in accordance to the YUM’s brand (Parent Company of <br /> Pizza Hut based in Dubai) training standards with a keen focus on the current & future business needs, etc.</p>
<ul>
<li>
<p>Recruiting, training and supervising staff</p>
</li>
<li>Agreeing and managing budgets</li>
<li>Planning menus</li>
<li>Ensuring compliance with licensing, hygiene and health and safety legislation/guidelines</li>
<li>Promoting and marketing the business</li>
<li>Delivery Trade Area Manage</li>
<li>Overseeing stock levels</li>
<li>Ordering supplies</li>
<li>Handling customer enquiries and complaints</li>
<li>Taking reservations</li>
<li>Greeting and advising customers</li>
<li>Problem solving</li>
<li>Preparing and presenting staffing/sales reports</li>
<li>Keeping statistical and financial records</li>
<li> Setting targets</li>
<li>Restaurant Operations Leadership - Advanced Shift Management</li>
</ul>
<ul>
<li><span lang="EN">Effective Management Practices - Basic Shift Management</span></li>
<li><span lang="EN">Crew Training and Development - Team Leadership</span></li>
<li><span lang="EN">Area Leadership - Basic and Advanced People Practices</span></li>
<li><span lang="EN">Achieve operational standards</span></li>
<li><span lang="EN">Development and growth of people within the business.</span></li>
</ul>

<ul>
<li> Lead training team to ensure that the training programs are effectively executed & delivered by my team up to standard.</li>
<li>Ensure Individual Development Plan is being executed for employee development.</li>
<li>Evaluate employee on job performance through frequent training assessments.</li>
<li>Identify the training needs by TNAs along with other Area Leaders and Departmental Heads.</li>
<li>Develop training programs on different topics while keeping findings of TNA in focus.</li>
<li> Highlight progress and achievement on Individual Development KPIs.</li>
<li>Run Train the Trainer Program in which training to the Top to Middle Management is given on how to conduct effective trainings.</li>
<li>Conduct certified training programs like Leadership, Management Skill etc.</li>
<li>Communicate employee benefits programs and processes to the staff at stores.</li>
<li>Maintain congenial relationship with staff at all levels and handle their disciplinary & grievance issues.</li>
<li>Create awareness amongst employees regarding any change and/or initiations of new HR policy, procedures & practices within the company.</li>
</ul>

- Restaurant Operations Leadership - Advanced Shift Management
- Effective Management Practices - Basic Shift Management
- Crew Training and Development - Team Leadership
- Area Leadership - Basic and Advanced People Practices

Maintaining all KPI's/Compliance/Complaints and Daily Reports,
Maintaining and sharing individual Order Takers Sales,Guest Checks,GC
Average and performance records.
Performance appraisal review and processing.
Personnel data entry and records maintenance.
Position classification and grading.
Maintaining Staff Pay Roll & update individual time sheet ,Leave etc(HRMS)
Complete / Proper shift taking/handing over with others Team Members &
Managers.
Connectivity checking/ensuring between call center and restaurants including promise time.
System resources check including shortage of items, Deactivation’s etc.
Scheduling of agents/CSR's according to the work load requirements.
Ensuring and achieving good results by improving KPI's.
Marinating floor decorum, Managing breaks.
Communication board updating on real time basis.
Maintaining and sharing individual Order Takers Sales,Guest Checks,GC
Average and performance records.
Recognition of good work done and personal attention to the low performers.
Direct reporting to Manager and General Manager.
Maintaining all KPI's/Compliance/Complaints and Daily Reports,

<p>Managed training department and ensured delivering of optimum performance based on the KPIs & targets laid down by YUM Brands International for restaurant and call center teams.</p>
<p><strong><u>Major Responsibilities: </u></strong></p>
<p>Assured that our people at restaurants and call center are trained on their basic job skills.</p>
<p>Conduct YUM certified training programs like LAR and LAS program for RGMs, ARGMs and Trainee Managers.</p>
<p>Ensure quality training sessions are delivered by my team, as assigned to them.</p>
<p>Managed E-Learning site known as Learning Zone and assured that staff is assigned their Ids and tracked completion of their training modules on regular basis.</p>
<p>Trained visually and physically impaired CSRs for the Call Center Operations.</p>
<p>Designed training material for new product/promotions and other soft skill training programs.</p>


<p><span lang="EN"> </span></p>