Priyanka Paul

HR Manager

Mumbai, Maharashtra, India15 yrs 1 mo experience

Highly Stable

Key Highlights

Over a decade of HR and operational experience.
Expert in employee engagement and development programs.
Proven track record in optimizing service delivery.

Stackforce AI infers this person is a Hospitality and HR Operations expert with a focus on employee engagement and quality management.

Contact

Skills

Core Skills

Hr OperationsEmployee EngagementAdministrationQuality Control ManagementCustomer Service

Other Skills

BanquetsCateringCatering OperationsCatering Service SupervisionComplaint ResolutionCustomer InteractionCustomer Relationship Management (CRM)Customer SatisfactionCustomer Service ManagementEmployee DevelopmentEmployee RelationsEmployee TrainingEvent ManagementFacility Management (FM)Fine Dining

About

Persistence and Operational Efficiency are the underlying factors that motivates me to pursue my passion towards success. Garnered foundation in Administrative Affairs & HR Operations, Customer Servicing, Quality Control Management, Employee Engagement, HR Analytics, Compensation & Benefits, Payroll, HR Records and Master Data Management while working with IRCTC for over a decade, Here, I have an impeccable record in creating, scaling & optimizing service delivery and operational portfolios. My philosophies are: Plan strategically. Be efficient on the process life-cycle. Embrace change. Be metric-driven. Test often. And have innovative strategies to stand out from the crowd. My skills sets can be best utilized for Leadership Roles for companies which strives for enhancing the overall value of operating units through best practices identification and implementation of data driven analytics. Let’s connect to see where I can be useful in utilizing my skills for integration operation success of Business Optimization with Organizational Vision. Connect with me at: priyanka2187@gmail.com

Experience

Irctc

3 roles

Executive (HRD & Admin)

Dec 2024 – Present · 1 yr 3 mos

HR Management:
a) Lead strategic HR initiatives and policy implementation for IRCTC West Zone.
b) Oversee employee development programs, including training through the iGOT portal and other platforms.
c) Manage recruitment processes for regular positions, PM Internship, and Apprenticeship programs.
d) Drive IT-based enhancements in HR processes for greater efficiency.
e) Facilitate hospital empanelments, agreement renewals, and medical claim processing.
f) Organize employee engagement and social activities, such as health camps and other celebrations.
Administrative Functions:
a) Empanel housekeeping agencies and ensure the upkeep of office infrastructure.
b) Oversee office administration, including procurement, vendor coordination, and facility management.
c) Ensure timely processing of bills for office rent, utilities, and other operational needs.
d) Supervise property maintenance, security arrangements, and scheduled repairs.
CSR & Training Initiatives:
a) Conduct inspections and physical verifications for CSR projects to ensure compliance and impact assessment.
b) Facilitate training sessions on diverse topics to build employee capacity and enhance organizational capabilities.

HR ManagementEmployee DevelopmentRecruitment ProcessesIT-based EnhancementsEmployee EngagementHR Operations

Chief Supervisor (HR & Admin)

Promoted

Jun 2021 – Nov 2024 · 3 yrs 5 mos

Led teams for efficient working of the following functions:
a) HR Management:
Manage HR generalist profile for IRCTC West Zone
Process Medical Claims, Leave Accommodation, sanction Composite Transportation (CTG) & Baggage Allowance
Maintain APARs/CRs and circulation of all Establishment circulars including SOP, DPE policy and guidelines along with disposal & distribution of HR DAK
Prepare BOS/MCDO and forward it to Corporate Office
IT initiatives & implementation in HR functions
Hospital empanelment & renewal of agreements
Employee Development programs and staff training
Organize Employee & Social Engagement activities, such as; Women’s Day, Yoga & Health camp, etc.
Maintain attendance register, payroll of security personnel
Issue experience certificates, medical cards, catering passes
Support organizational events & activities throughout the calendar year.
b) Accountabilities in Admin Functions:
Manage administration related activities including office administration, infrastructure/facilities management
Gather quotation from empaneled agencies, evaluate, get final approval, process work orders and bills for payments
Procurement through Government e MarketPlace Portal of office equipment, stationaries, electronic & electrical items, pantry product and housekeeping material
Coordinate with vendors and agencies for signing effective deals and contracts for AMCs of various equipment, such as, UPS, Air Conditioners, DGs, UPS, Printers, etc.
Oversee contract for couriers, car rentals, and other services
Process bills and ensure timely payment of office rent, mobiles & internet connections and various other materials used in office
Supervise property maintenance including scheduled cleaning, building repairs, security arrangements, storage management, general wear and tear, etc.

HR ManagementEmployee DevelopmentAdministrationProcurementVendor CoordinationHR Operations

Chief Supervisor - Catering Operations (Quality Control Management)

Dec 2009 – May 2021 · 11 yrs 5 mos

Assisted in developing a site and an app called e-CSIM (Catering Services Information Management)
Attended passenger complaint form registered in e-CSIM portal coming through various sources, ensured operational excellence and addressed customer grievances
Prepared ATR on daily basis and send to Corporate Office within closure TAT of maximum 02 days
Establishing procedures & policies governing customer interactions and the handling of customer feedback
Liaised with west zone & corporate office twitter cell and resolved complaints on real-time basis (within 2 hours)
Facilitated inspections on site & train from where complaint came, took remedial action, fined erring vendors
Imposed and realized fines from complaints & inspections of over Rs 1.50 Cr in 2020 – 2021
Prepared Action Taken Report (ATR) and updated e-CSIM on a daily basis
Respond to all RTI cases, submit reports on status to CO

Catering OperationsQuality Control ManagementCustomer InteractionComplaint ResolutionCustomer Service

Taj hotels resorts and palaces

Hotel Operations Management Trainee (HOMT)

Nov 2009 – Dec 2009 · 1 mo · Greater Aurangabad Area

Taj Hotels Resorts and Palaces is a global chain of hotels and resorts. A part of the Tata Group, one of India's largest business conglomerates, Taj Hotels Resort and Palaces own and operate 76 hotels, 7 palaces, serviced apartments,6 private islands and 12 resorts and spas, spanning 52 destinations in 12 countries across 5 continents and employ over 13000 people.Besides India, Taj Hotels Resort and Palaces are located in the United States of America, England, Africa, the UAE, Maldives, Malaysia, Bhutan, Sri Lanka and Australia.

Gnk institute-sikkim manipal university

Assistant Lecturer

Aug 2009 – Nov 2009 · 3 mos · Greater Kolkata Area

Had taught House keeping, Facility Planning and Hospitality

The park hotels

Industial Trainee

Sep 2007 – Mar 2008 · 6 mos · Kolkata, West Bengal, India

Completed training in the core operations viz. Food Production, Rooms Division, F& B service and Accommodation Operations. Along with had the opportunity to work in the allied and important departments i.e. HR dept, Admin and Facility Management.