Balram

E-Mail: balram.dahiya@rediffmail.com ~ Contact: 011-45527493, 09999356777

Seeking assignments in Human Resource Management with a growth oriented organisation

Synopsis

 A dynamic professional with 6 years of experience and last associated with Interglobe Technologies,
Gurgaon as Senior Executive HR.
 Ensuring that process surpasses achievement of delivery & service quality norms for all valuable clients.
 Resourceful at maintaining relationship with clients to achieve quality product and service norms by
resolving their service related critical issues.
 Abilities in handling multiple priorities, with a bias for action and a genuine interest in personal and
professional development.
 An enterprising individual with good interpersonal skills with strong analytical, comprehensive problem
solving abilities & a willingness to learn.

Competencies

Human Resource Management

 Talent management, employee mapping, and MIS reporting to identify and help operations in balanced
workforce allocation.
 Strategic outlook and tactical implementation during merger and acquisition.
 Various analyses to forecast real time attrition risk and reduce back filling timeline.
 Developing and implementing employee engagement programmes in sync with business objectives.
 Objectively highlighting cultural and integration gaps of employees and developing action plan to close the
same.
 Supporting middle level management through development of action plans as per Gallup methodology and
in swift execution of the plans.
 Ascertain training needs and gaps to support operations in employee skill development.
 Conducting audits and maintaining strict adherence to compliance , both operational and statutory.

Customer Relationship Management

 Mapping client’s, identifying improvement areas & implementing measures to maximize customer
satisfaction levels.
 Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon
for improved service levels.
 Setting out quality standards for various operational areas, ensuring a high-quality customer experience
while adhering to the SLA’s and work processes.

Operations Management
 Framing work direction and plan for the associates after assessment of their capabilities.
 Preparing & presenting various weekly / monthly MIS reports pertaining to process/productivity.
 Implementing systems, migrating systems to upgraded versions to achieve maximum efficiency in various
operation; spearheading process improvement initiatives.
 Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process)
targets and involved in planning for the process.

Process Management
 Mapping business requirements and coordinating in developing and implementing processes in line with the
pre-set guidelines; spearheading process transition initiatives.
 Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate
measures to maximize customer satisfaction level.
 Conducting internal process audits & process reviews for ensuring strict adherence to the process
parameters/systems as per defined guidelines.

Team Management
 Managing team functions viz. manpower planning, recruitment & selection, induction, performance
appraisal, training, etc.
 Leading, mentoring & monitoring the performance of team members to ensure efficiency in process
operations and meeting of individual & group targets.
Work Experience

Since Aug’10 with Intergobe Technologies, Gurgaon as Senior Executive (Human Resources)

Job Role
 Ensuring attrition rate below industry benchmark.
 Reducing absconding rate in the process.
 Reducing employee grievance redressal time.
 Formulating and driving process level employee engagement programme in sync with organisational goal.
 Present impact on and of the human factor before formalising business strategy
 Identification and analysis of training needs.
 Data collation, analysis and reporting to MIS.
 Constant adherence to statutory changes.
 Conducting HR skip sessions and 1 on 1’s.
 Evaluation of group discussion and reasoning abilities during IJP, along with providing feedback.
 Ensuring adherence to high quality of performance 1 on 1’s and reviewing bottom quartile progress.
 Supporting frontline leadership with their engagement planning and implementation.
 Conducting process orientation & alignment of new joiners and exit interview and timely closures of F&F.
 Attrition analysis.
 Participation in appraisal discussions from HR perspective.

The Highlights
 Trained on Gallup Q12 methodology
 Automation of joining process.
 Formulating EWS for the process to forecast real time attrition risk and reduce back filling timeline.
 Trained on SAP hris.

Nov’09 – Aug’ 10 with EXL service.com, NOIDA as Senior Executive (Human Resources)

Job Role
 Formulating and driving process level employee engagement programme in sync with organisational goal.
 Support operational leadership in change management process by giving regular analysis of the workforce
morale and motivation level
 Partnering in the change management process from HR perspective.
 Present impact on and of the human factor before formalising business strategy
 Identification and analysis of training needs.
 Data collation, analysis and reporting to MIS.
 Constant adherence to statutory changes.
 Conducting HR skip sessions and 1 on 1’s.
 Evaluation of group discussion and reasoning abilities during IJP , along with providing feedback.
 Ensuring adherence to high quality of performance 1 on 1’s and reviewing bottom quartile progress.
 Supporting frontline leadership with their engagement planning and implementation.
 Conducting process orientation & alignment of new joiners and exit interview and timely closures of F&F.
 Attrition analysis.
 Participation in appraisal discussions from HR perspective.

The Highlights
 Conducting EXL and Amex integration from HR perspective.
 Audit automation.
 Formulating EWS for the process to forecast real time attrition risk and reduce back filling timeline.
 Working closely on development of Diversity Management program
 Trained on Oracle hris.
March’07-August’08 with Genpact, New Delhi as Process Developer

Job Role
 Serving as Financial Advisor for American Express Customers who have lost their jobs or sources of income
due to sub-prime crisis; planning to file bankruptcy.
 Negotiating settlements with Debt Management Companies & Attorney’s / Law Firms.
 Managing team during team leaders’ absence.
 Ensuring adherence to performance appraisal guidelines for the team.
 Reviewing training needs of team and aligning members accordingly.
 Working closely with the operations in reducing absconding rate.
 Contributing towards increasing accuracy of EWS.

The Highlights
 FDCPA (Fair Debt Collection Practices Act) Trained & possesses knowledge of credit bureaus in USA.
 Awarded with Silver Award for maintaining an average of 137%.
 Credited for the collection of highest dollars in the history of process.
 Won the Man of the Match in Genpact, Delhi IT Park Basketball Championship.
 Well appreciated and rewarded for making Process SOP’s.
 Trained on LEAN basics.
 Successfully completed ‘Managing Change’ training.

June’04–Nov’06 with Indian Military Academy, Dehradun as Gentleman Cadet

Job Role
 Building and nurturing a team capable of surmounting all operational odds.
 Handling a gamut of functions like contingency planning, resource planning, time management, etc.

The Highlights
 Attended training for a Commissioned Officer in the Indian Army.
 Developed leadership skills like:
- Lead by personal example.
- Motivating people to complete the assigned task with utmost dedication and devotion.
- Know your men (subordinates and team members).
- Know your job.
- Planning and giving requisite training to accomplish assigned task.
- Keeping the morale high of the men.
- Developing team spirit, sense of belongingness and ESPIRIT’D CORPS.
- Lead from the front.
 Ensuring innovativeness even under operational and administrative restraints.
 Stood out in various outdoor activities like commando raids, ambush laying and breaking, Firing -
marksmanship & rock climbing.

Oct’02- Jun’04 with GE Capital International Services, Gurgaon, Haryana as Process Developer
Joined as a Process Associate and got promoted to Process Developer.

Job Role
 Handling the team in the Manager’s absence.
 Responsible for the collection in all delinquent stages concerning private labelled credit cards (PLCC).
 HR single point of contact.
 Calculating mid month, monthly and annual agent evaluation score.

The Highlights
 Monogram Credit Card Bank of Georgia.
 Handled various brands like LOWES, GAP, JCPENNY, EXXON, MOBIL.
 Consistently achieved R&R (reward and recognition) for maintaining quality and quantity.
 Received COE level annual collections award and trip to Samod and Year of the Collector Contest.
 Attained customer appreciations on several occasions.
 Adjudged a quality representative
Academics

 2010: MBA (Post Graduate Programme in Planning and Entrepreneurship – full time) with
specialisation in Marketing and Human Resources from IIPM, New Delhi in affiliation with
International Management Institute, Belgium.
- Attended and discussed current economic situations at: World Bank, IFC, IMC, USIBC, NYMEX, The
Museum of American Finance, United Nations, Dow Chemicals, Sanofi Aventis and at Citibank in a
conference with Mr. Gold Freiberg.
- Successfully conducted training of ‘Managing Change’.
- Prepared a detailed document on employee engagement at Barista.
- Prepared a detailed document on employee satisfaction at 3 leading banks.
- Prepared a detailed report on motivation theories, practices, and its importance in corporate
environment.
- Sports Coordinator & Class Representative for college.
- Won Entrepreneurship Idol.
- Batch Topper in Executive Communication.

 2003: B.A. (H) in History from Delhi University, South Campus, New Delhi.
- Cadet with National Cadet Corps, Senior Wing.
- Captained college basketball team.

 2000: 12th (Science) from Army Public School, Dhaula Kuan, New Delhi.
- Represented school basketball and handball teams at Zonal Levels.
- Actively participated in debates and public speaking activities.

 1997: 10th from Army School, Kanpur Cantt., UP with 70.06%.

Summer Training
Company: HRIC
Role: Intern
Duration: Dec’08 to Feb’09
Description: Developing business plan for future venture. Handling the recruitment procedure of Regional
Sales Head. Studying and analysing industry prospects for HRO.

Personal Profile

Date of Birth: 23/05/1982

Address: 101, Vishwas Apartments, Pocket 6 A, Sector 23, Dwarka, New Delhi - 110075.

References: Available upon request