• Act as HR Operations and MENA integration Lead, liaison with MENA talent team and EY Ford Rhodes Talent team and contributes to process improvements/efficiencies as appropriate and in line with MENA• Act as Diversity and Inclusion (D&I) implementation leader, work on flexible work arrangements, gender balanced recruitment and gender inclusive brand image. Design and deliver D&I trainings for EY and other organizations in Pakistan in collaboration with Male Champion of Change (MCC) Australia and Pakistan• Support to deliver the wider Talent strategy especially in relation to talent management, leadership development, employee engagement, performance management (LEAD, SuccessFactor), rewards management, and organizational design• Provide Talent support to leaders of all levels in the firms, including technical HR advice in response to management issues, capacity building, succession planning, emergency preparedness and response, policy inquiries, regular review and approval of HR policies and procedures, orientation, employee relations issues, recruitments and exit management.• Ensures that all necessary activity relating to Performance Management cyclical activity, year end and pay planning are delivered in the most professional and effective manner ensuring consistency across the region. Plays a hands-on role in achieving key activity within defined timeline• Manage the portfolio of Employee Relations cases, including taking the lead on sensitive investigations. Make recommendations and carry out any necessary actions required to maintain and promote a respectful workplace.

HRSG is a group of companies providing business solutions globally. We’re proud to work with many of the world’s most prominent multinational companies—including Tetrapak, Beiersdorf (Pvt.) Limited, and Metro Cash & Carry among many others—as well as prestigious organizations like Hashoo Group of Hotels, Packages Limited, Total Parco, Kansai Paints, Carfirst and OLX.

My primary concentration of work being the Regional HR Service Delivery Head is to advice, design and deliver an Enabling HR Process i.e. Operational Human Resources and Organization Development combined with end-to-end HR Outsourcing projects at various prestigious local and multinational conglomerates. My responsibilities include:

• Act as consultant for policies and procedures of HR teams of my client organizations
• Work closely with C level executives of my client organizations for HR processes revamp and during implementation phase to ensure service objectives/milestones are met as planned.
• Suggest developing and/or enhancing best OD practices to improve and set direction of implementation process improvement of my client organizations
• Provide on-going training to clients to ensure client satisfaction; including proactively educating clients in proper payroll reporting techniques in an effort to optimize payroll accuracy
• Accountable for adherence to the various internal and external audits requirements of the company/clients.
• Maintain updated books of accounts for Recognized / Unrecognized Funds as part of HR BPO service under Benefit Administration.
• Ensure up-to-date service delivery documentation including accounting record for the assigned clients
• Maintain high-level knowledge of Income Tax Ordinance 2001, labor laws and other legal compliances and government reporting.
• Provides HR recommendations to help minimize liability in employee terminations of my client organizations.
• Responsible to ensure that all activities within or outside department are perform

• Led 3 key departments including HR, Recruitment and Operations
• Actively led employee development programs by supporting Training and Development.
• Involved in change management initiatives which included organization restructuring, culture transformation & talent management related tasks.
• Guided line management on policies, processes & practices of the organization.
• Ensured employee records are up to date in HR management module.
• Managed and supported talent acquisition, onboarding, separation and performance related cases.
• Acted as liaison for Marketing, U.S based sales team, Recruitment and Operations, giving directions on hiring and marketing campaigns by keeping available resource pool and sales trends in view.
• Monitored and managed complete sales cycle starting from Sales lead to Client conversion

• Managed and Supervised and trained Customer Service team
• Executed improvement plans to keep the Service Level as per the defined targets and expectation
• Used problem-solving skills to handle difficult or irate clients and resolve conflicts
• Maintained an average of 110% sales target achievement from the date of joining till date, won six sales champion rewards for making highest nationwide sales

• Led the Standardization, Reporting & Audit function and ensured implementation of quality standards at all CS touch points i.e. Business Centers, Franchises, Contact Centers, Support Center, Priority Services & Corporate CS
• Compiled Customer Services Manual with detailed processes / SOP’s for Customer Services employees in coordination with all the head of departments ( HOD’s), won surprise reward for this initiative
• Conducted FUT’s & UAT’s for new Products & Services and managed the deployment of different Projects from Initiation to completion
• Assessed all CS areas & Conducted trainings, counseling, motivational sessions for staff enrichment
• Conducted Training Need Assessments (TNA) and designed training modules for employees in view of (TNA)
• Prepared training modules for Operations Supervisors and for CSR’s aimed at improving motivation, team building, business up-selling, stress management and customer satisfaction
• Trained employees on company’s policies and procedures and provided daily refreshers regarding business updates
• Shared team building techniques with the CSR’s and increased level of motivation through soft skills trainings and engagement meetings