Mohit Chitkara

Head of Talent

Gurugram, Haryana, India21 yrs 2 mos experience
Most Likely To SwitchHighly Stable

Key Highlights

  • Over 21 years of HR experience
  • Expertise in talent acquisition and HR policies
  • Strong stakeholder management and communication skills
Stackforce AI infers this person is a seasoned HR professional with a strong focus on talent acquisition and BPO operations.

Contact

Skills

Core Skills

Talent AcquisitionStakeholder ManagementPeople ManagementRecruitment OperationsClient ServicingBpo OperationsClient ManagementMarket ResearchProject ManagementOperations ManagementCustomer Service

Other Skills

BPOBusiness DevelopmentClient InteractionClient Requirement UnderstandingClient ServicesData Quality CheckEmail Queue OperationsExecutive SearchFull-life Cycle RecruitingHiring PracticesLeadership HiringMISMicrosoft OfficeMicrosoft OutlookNiche Talent Acquisition

About

Result oriented HR professional with 21+ years of extensive experience comprises of Human Resource (Talent Acquisition and HRBP) and BPO ▪ Strong experience in Talent Acquisition, proven ability to achieve optimal result across niche and volume hiring and foster productive partnership with stakeholders through strategic planning & Control and relationship management ▪ Acting as a strategic business partner to the management; providing guidance on how to best drive employee engagement and productivity ▪ Approachable leader with skills in bridging the gap between managers and employees by resolving matters pertaining to performance plans, development plans, employee conduct, employee management issues, salaries, and benefits ▪ Rich experience in HR Policies & Initiatives; implemented policies & initiatives with focus on employee engagement, empowerment & enlightenment ▪ In-depth knowledge of HRMS, worked on: Darwinbox, HireCraft and SAP Fiori ▪ Effective communicator with strong analytical, negotiation, problem solving & stakeholder management skills ▪ Exceptionally well organized with a track record that demonstrates self-motivation, creativity & initiative to achieve corporate goals ▪ Ability to perform outstandingly in high-pressure environment and stressful situations

Experience

Prudent insurance brokers pvt ltd.

Head of Talent Acquisition

Dec 2022Present · 3 yrs 3 mos · Gurugram, Haryana, India · On-site

Talent AcquisitionStakeholder Management

Home credit india

Sr. Manager-Talent Acquisition & People Partner

Mar 2018Dec 2022 · 4 yrs 9 mos · Gurugram, Haryana, India

Talent AcquisitionPeople Management

Careergraph

Senior Manager – Business Operations (RPO - Recruitment/Talent Acquisition and Client Servicing)

Jan 2012Mar 2018 · 6 yrs 2 mos · Greater Delhi Area

  • KRAs:
  • RPO/Recruitment Operations (Complete Recruitment Cycle) – PAN India and Overseas
  • Client Servicing / Stakeholder Management
  • People Management
  • Reporting and MIS
  • Recruitment & Training
  • Business Development
RPO/Recruitment OperationsClient ServicingStakeholder ManagementPeople ManagementReporting and MISRecruitment & Training+2

Bertelsmann marketing services india pvt. ltd (arvato india)

Group Leader (Manager-BPO Operations)

Sep 2009Dec 2010 · 1 yr 3 mos · Gurgaon

  • KRAs:
  • Managing Email Queue Operations for one of UK Low-cost carriers
  • Responsible for external/internal SLA’s, Client Management / CSAT (Customer Satisfaction)
  • Responsible for Performance Management of Team Leaders and SMEs
  • TNI – Training Need Identification for the process
  • Target Planning, Process Implementation, Improvement & Quality Management
  • Long term/Short term Staffing/Scheduling Requirements
  • Process Performance Analysis
  • Analysis & design of process metrics based on client requirements
  • Annual Appraisals
  • Part of Recruitment panel
Email Queue OperationsClient ManagementPerformance ManagementTraining Need IdentificationProcess ImplementationQuality Management+1

Evalueserve

Assistant Manager – Market Research (Project Manager)

Dec 2008Jun 2009 · 6 mos · Gurgaon, India

  • Understanding Client’s requirement
  • Proposal Preparation as per Client’s requirement and manpower deployment
  • Project Setup as per the defined deadlines
  • Team training (Data dissemination, project requirement etc.)
  • Data QC- conducting thorough quality check on survey data primarily in MS Excel
  • Preparing Client deliverables (Daily/Weekly/Monthly)
Client Requirement UnderstandingProposal PreparationProject SetupTeam TrainingData Quality CheckMarket Research+1

Niit smartserve

Team Leader – Operations (Sales / Customer Service)

Apr 2005Nov 2008 · 3 yrs 7 mos · Gurgaon, India

  • Operations Management (Voice & Non Voice): Managing the floor, Adherence to Schedule, as per COPC guidelines
  • Compiling reports on team’s performance and customer feedback
  • Communication and being a focal point of dissemination of information from management to team and vice versa
  • Client Interaction (Daily Conference calls – Updates, Team/Process Performance)
  • Call monitoring, Coaching and feedback
  • Conducting Performance Appraisal – Bi-Annual & Annual
  • Agent Level Hiring
  • Additional Responsibilities:
  • PLI – Performance linked incentive model preparation, basis SLAs/Process requirement
  • Daily/Weekly/Monthly Team Member Level data and Table-F (Attrition, Absenteeism, Roster Adherence, SLA, Abandoned%, Cost/FTE, Quality score) for the process as per COPC requirement/guidlines
  • Leading COPC Audit for the process (Ops.)
  • Billing Report audit (Monthly Activity)
  • Process Trainer – Collections / Sales / Customer Service (Apr 2005 till June 2006)
  • KRAs:
  • Training New Hires (FDCPA, State Laws, collections techniques etc. for 3rd party collections, Travel/Customer service)
  • Conducting OJT for the trainees as per process SLA’s
  • SPOC for clients for all training related matters
  • Calibration with Quality and Operations
  • Doing TNI (Training need Identification) during OJTs and otherwise (whenever required) and conducting refresher training based on that
Operations ManagementClient InteractionPerformance AppraisalTraining New HiresCustomer Service

Global vantedge

Executive – Collections

May 2003Dec 2004 · 1 yr 7 mos · Gurugram, Haryana, India

Education

Indian Institute of Management, Kozhikode

Post Graduate — Operations Management

Jan 2010Jan 2012

Delhi University

Bachelors — Commerce

Jan 1999Jan 2002

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