a)
Organizational Development (OD)
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Developing & implementing recruitment framework for retail staff
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Conducting hiring interviews with field team for calibrations
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Developing & conducting staff assessment program to identify competence level
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Working on online dashboards for staff performance KPI’s
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Developing staff performance KPI’s & implementation at field level
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Succession planning of Key positions in field team
b) Learning & Development
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Developing National Learning & Development calendar & required budget
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Training Modules Development on Sales, Customer Experience & Leadership
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Developing Training materials e.g participant manual, training activities & learning impact
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Delivering Train the Trainer sessions to retail management along with field sessions
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Conducting TNA’s to identify gaps & delivering solutions accordingly
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Developing & Implementing employee engagement activities at field level
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Collaborating with 3rd party organizations for Trainings & Courses

a) Talent Recruitment, Onboarding & HR Operations
 Recruiting new staff for retail business at management level
 Recruitment of staff for regional office & head office
 Placement of advertisements (internal & External) and Short listing of CVs
 Conducting screening interviews & aligning formal interviews with management
 Offering finalized candidates by ensuring timely & smooth onboarding
 Completing documentation of newly hired staff for payroll
 Finalizing attendance of complete 55 branches for monthly payroll
 Coordinating with all retail stakeholders for compliance, sales & legal issues
b) Training & OD
 Making annual training calendar for retail & support office with tentative budgeting
 Development of training content, support material & handbooks
 Execution of training calendar for all over Pakistan including more than 120 Branches
 Calculating ROI & learning impact of delivered training programs at regional & national level

# Responsible of North and Central region ( Almost 700+ employees)
# To identify improvement areas and generating TNA's.
# Formulation of training modules addressing TNA's.
# Delivery of training to targeted Area,Branch or People.
# Visiting different outlets and providing real time feedback.
# Working on yearly performance/appraisal mechanism for sales staff.

# Responsible for whole stream of training and development of Financial services (3737) voice helpline.
# Hiring of new staff for Telenor Financial services queue (3737 helpline).
# Assuring quality targets through providing product & system trainings to CSRs.
# Providing trainings & feedbacks on Policies & Processes for optimizes performance.
# Conducting behavioral trainings for CRO’s and Supervisors for maximum NPS.

# Managing AHT, Sales and Quality of assigned team or assigned group.
# Monitoring live calls, providing Quality and sales feedback along with training.
# Coordinating different departments (HR, Workforce, Quality etc) to optimize business operations.