Nov 2022 – Jan 2024 · 1 yr 2 mos · Raipur, Chhattisgarh, India

May 2022 – Nov 2022 · 6 mos · Raipur, Chhattisgarh, India

Mar 2019 – May 2022 · 3 yrs 2 mos · Gurgaon, India

• https://www.hrkatha.com/people/movement/vikas-gupta-joins-adda247-as-chief-people-officer/

Feb 2016 – Mar 2019 · 3 yrs 1 mo · Gurgaon/UK

•  UK Start-up for Kidswear and Footwear for ages 0-12, we have really come a long way from the day of inception since I joined them. On-boarded the best of Talent from competition like Benetton, Zara, Tommy, Nauti-Nati etc. and drafted, implemented various policies, procedures and guidelines on engagement, risk and compliance also leading the IT integration in the biz. Introduced Microsoft Nayvision (ver. 2013) for SCM. Integrated AI (Artificial Intelligence) through Big Data and ChatBot(Virtual Chat Assistant) and VDR (Virtual Dressing Room on the online portal) along with the development of our Franchisee Website while enrolling with GPTW and Glassdoor for industry ratings.
•  Opened 42 stores in North India including 28 Franchisee outlets. Searching for the right location, negotiating, leasing and registering the store and then getting the store made as per the UK SOP and then hiring the staff and doing a weekly review were my KPIs. Had a staff strength of 1000+ in Production and Stores. Designing SOPs and PPM. Marketing the brand in the market as An International Product at Affordable Prices. Tie-ups at with TOI, HT, IKFW(India Kids Fashion Week) and All Online Portals. Facilitate and lead Country disciplinary committee and internal complaints committee. Track all disciplinary cases/ethics hotline (Grievance disclosure channel) complaints across India for appropriate resolution. Investigation and reporting of ethical/disciplinary cases on need basis
•  Working with Govt. authorities for compliances. Coordinate internal and external reviews/audit, inspections and ensure Labour law compliances across geographies. Responsible for end to end Recruitment for the Corporate, Factory and Stores. Involved in interview, selection, and closure and on boarding. Also responsible for induction of the new-employees.

Oct 2013 – Feb 2016 · 2 yrs 4 mos · Gurgaon/USA

•  Partnered with the business heads in synchronising the business and employee objectives via tools like Employee Connect App (Online tool for posting grievances anonymously) and HR interventions like ESat surveys /360 degrees feedback process and Employee Engagement tools like EWS(Early Warning System). Managed a span of 3500+ staff across global geographies out of which 3000+ staff of IT, Sales, Customer Care and Support were in Gurgaon and Pune.
•  Engaged myself with EY, GPTW and Glassdoor, extensively. Within a year, we were ranked amongst the TOP 10 Employers Globally in the Travel Industry.
•  Lead Workforce planning and Talent management processes to identify and address the competency, knowledge and talent gaps. Areas of activities included Staffing, Talent development and Succession planning programs
•  Lead the compensations and benefits team on the current processes and Salary structures to align with the global Reward philosophy in consistency to organisation’s pay-for-performance objective.
•  Out of the box ideas like “Cell Phones not allowed on the Shop Floor”, “Theme dressing for different days of the week”, “Regular Inductions” to employees about how well Fareportal is doing and what are the future plans etc. were executed, which brought about a sea of change in the Organisation’s culture and class.
•  Everything in biz from Ops to Support function was digitized. PMS objectives were quantified at all levels and from annual it was brought down to monthly ratings. Spouse and Referral policies were announced for calling family members including retired citizens for Operate from Home and part-time/hourly basis jobs.(Interestingly, at the time of my exit, there were more than 100 families working together, which included spouses, siblings, parents and relatives.) Each and every such initiative was applauded in town-halls by the Chairman – Sam Jain.

Sep 2008 – Sep 2013 · 5 yrs · Gurgaon/Dubai/UK

•  Part of the leadership team during the Merger of SERCO and Infovision BPO and then later 100% Acquisition by SERCO taking it to 18000+ employees across APAC region
•  Efficiently made SERCO’s first footstep in India visible and popular & positioned the brand in the market as “BPO-To-Work-For”.
•  Essayed a stellar role in launching initiatives such as IJP, Perks Club, Buddy, Rotation, PMS, etc for staff retention and attrition control.
•  Set up the HR & OD functions from the nascent stage including PMS, Employee Capability building, Talent Acquisition and Management, OD Interventions, Employee Relations and Communication, Employer Brand and Employer of the choice, Leadership Development and Succession Strategy & Planning.
•  Build Robust Policies & Procedures related to Employee Relations across APAC
•  Administer policies relating to all phases of human resources activity, ensuring that activities and processes performed are conducted according to Company requirements
•  Provide communications in accordance with company policies and procedures around employment practices and employment laws

Aug 2002 – Sep 2008 · 6 yrs 1 mo · DAKC, Navi Mumbai

•  11th employee to join Reliance Infocomm Customer Care as GM Ops
•  Handling a span of 500 customer care executives as Head of Post Paid Bucket – All India
•  Responsible for all SLAs signed with the parent company, Reliance Infocomm, including, CSAT, CPH, TAT, FE, ESAT etc.
•  Building from scratch and taking it to 20,000+ employees in customer care in 11 vernacular languages in DAKC (Dhirubhai Ambani Knowledge City - RComm Head Quarters in Navi Mumbai) getting employees from the length and breadth of the country
•  Reliance Customer Care was voted TWICE “The Best Customer Care” award in the “Voice of India” survey by KPMG in 2005 and 2006.
•  Successfully cleared the IJP for Head HR and took an Internal Job Posting from Ops to HR
•  HR Policies & Procedures:
• Build Robust Policies & Procedures related to Employee Relations across APAC
• Administer policies relating to all phases of human resources activity, ensuring that activities and processes performed are conducted according to Company requirements
• Provide communications in accordance with company policies and procedures around employment practices and employment laws
•  Employee Engagement and Retention:
• Build a strong engagement model that helps drive business results, and in turn leads to retention and design Programs, facilitate, measure, monitor & report out the Employee Engagement Initiatives
• Interact and design with businesses, programs to ensure high level of employee engagement and retention
• Facilitate Employee Satisfaction Surveys & partner with business to prepare the action plan for all corrective actions
•  Performance Management:
• Facilitate in building a strong Performance Management System including Performance Appraisal & Corrective Action Plan Execute performance management programs and procedures, including but not limited to performance appraisals and performance improvement plans

Jan 2000 – Aug 2002 · 2 yrs 7 mos · Greater Delhi Area

•  Managed Ops for DELL, AOL and BT
•  Span of control was more than 200 TSAs (Technical Support Associates) in overlapping UK + USA shifts
•  Have been awarded as the Manager of the Year Award by Raman Roy (Known as the father of the BPO industry in India)
•  Also, doubled-up as a process trainer for DELL Desktops and Laptops at the time of ramp-ups.
•  Was responsible for client reviews and client escalations
•  Was responsible for the COPC certification done by QAI. COPC for a BPO is like a ISO certification for a manufacturing company. Spectramind was the first COPC certified BPO of India
•  Cleared the certification exam given by QAI to be a certified Auditor

Jan 1997 – Jan 2000 · 3 yrs · California, United States

•  Deluxe migration program started as a JV between HCL Technologies and Deluxe Inc. to do the migration to India as EFunds BPO.
•  Worked in USA as an Executive in various branches of Deluxe at Arizona, California and Nevada as a team member of the Migration Process to India
•  KRAs included clearing the Training, which was in the form of monthly Vivas and written tests across all the process of Deluxe in USA and then imparting the same as a TTT to the trainers in India
•  Topped the overall aggregate of the written exams and was awarded by the CEO - USA