Masrura Gazi
Asst. Manager-HR Operations
Dubai
Summary
Self motivated Human Resources professional with 11 years of experience in a fast-paced corporate environment. Strong background in employee services, HR administration, payroll management, training, hiring and dismissal processes. Strong organizational, analytical and interpersonal skills to connect effectively with various levels of employees.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Assistant Manager-HR Operations
Al-Futtaim Private Co. LLC
Dubai
2015.10 - 2022.09
- Delivered strategic consultancy pertaining to HR policies, processes, and services; serving as the primary point of contact between senior leadership, HR teams, and cross-functional personnel
- Expertise in HR soft wares such as SAP, Success factors, and Salesforce along with Microsoft Office 365 and UAE labor law
- Managed minimum 40 and maximum 80 transactions (Inbound Service Requests and/or Enquiries/Employees) per day, ensuring all transactions logged on the case management tool
- Managed employee life cycle operational activities from hire to retire, ensuring compliance with company policy and accuracy in services provided to employees through entire employee lifecycle whilst maintaining above 90% in first contact approach
- Maintained a minimum of 95% data proficiency and accuracy in HR Administration such as employee personal data, payroll, leave/absence on SAP system, administering updates to employee files
- Assisted new joiners with the onboarding formalities included but not limited to signing of offer letters, collection of documents to proceed with labor/visa formalities and conducting induction
- Assisted leaving employees with exit formalities included but not limited to signing of cancellation & EOSB documents, coordinating with the Government Services team for cancellation formalities and coordinating with the Finance team for EOSB transfers.
- Mentored team members to enhance professional development and accountability in workplace.
- Partnered with Line Manager to create, review and update internal company policies in communication with the legal department
- Generated more than 500 documentation per year with guaranteed confidentiality, including employment and salary certificate, salary transfer, termination, and resignation acceptance letters
- Made hiring recommendations to increase teams productivity with quality employees.
- Prepared monthly HR Dashboards by liaising with local and MENA inter-HR teams and local Finance for better decision making and/or setting SLA’s and KPI’s
- Supervised day-to-day operations of the walk-in center team to meet performance, quality and service expectations. Also, created employee schedules to align coverage with forecasted demands and steered employee engagement activities and events.
- Achieved monthly customer satisfaction rating exceeding 90% while maintaining survey participation rate of 90%
- Accomplished approximately 95% accuracy across management of employee master data
- Developed a highly satisfied employee base through proactive management of team customer service strategies.
- Achieved more than 85% per month of timely and regular attendance to have adequate staffing and succeeded in an average of 90% of occupancy rate whilst maintaining 95% target turnaround time on all monthly enquiries and renegade ticket to less than 5% of the total walk-ins per month.
- Signified professional at User Acceptance Trainings (UAT).
HR Analyst
Al-Futtaim Private Co. LLC
Dubai
2011.08 - 2015.09
- Delivered ‘end to end’ seamless & best employee experience through all support channels that is emails, calls, internal mails and fax for around 900 in scope requests
- Adhered to Key Performance Indicators (KPI) and met the Service Level Objectives (SLO) whilst maintaining pace with quality to a user base of 17,000+ inclusive of active employees, managers & HR Business Partners
- Attained 80% of calls served answered within 5 seconds and 50% of calls attended converted into enquiries per month
- Call abandonment rate continued to be less than 5% of the total calls received
- Shared gained knowledge & experience with the team through weekly team huddle, monthly coaching, email info-sharing and/or Knowledge Transfer sessions on timely basis
- Abetted line manager with quality audits for a 15 member team that reviewed the team's case handling procedures, i.e., handling calls and responding to emails
- Recommended process improvements to continually identify, analyze and fix any challenges.
- Incorporated employee feedback to improve processes and strategize long-term business plans.
- Provided troubleshooting and technical assistance in use of employee service system.
- Documented business processes and analyzed procedures to align with changing business needs.
- Assisted Line Manager, supervise a 15-member team of HR Analysts; managing schedule adherence, record absences while efficiently delegating daily tasks and send reports to the Head of Operations
- Assistance extended to an employee base of 1000 in Middle East (Kuwait, Oman, Bahrain, KSA and Qatar) with Jordan & Lebanon through Calls and Emails for all in scope requests
- Joined Line Manager and Middle East Country Head/s to create around 5 policies in line with country labour laws
- Executed policy, process, query management & self-service portal support provided to 7 local HR Analysts, more than 10 Line Managers & 7 Country Heads.
Education
Bachelor of Business Administration - Business Administration
Manipal University
Dubai,UAE 2007.09 - 2010.06
Skills
On & Off boarding Skills
undefinedAccomplishments
Lean Six Sigma Yellow Belt Certification, Revive.
Project Scope:
To bring down the Turn around Time (TAT) to 2 working days from 5 working days for issuance of ‘Salary Transfer Letter with Bank Change’ for requests received with complete information & documents through email only.
Project Deliverables:
• Improve the Process sigma level.
• Improve the TAT to 2 working days against the current TAT of 5 working days.
• Projected Annual Cost avoidance of minimum AED 6,000 /-.
Project Result:
• TAT brought down from 5 working days to 2 working days.
• Improved Six Sigma Level from 1.73 to 2.57.
• Projected Annual Cost Avoidance- AED 10,522/-.
Recognitions
- Certificate of Achievement: for contributions to Al-Futtaim HR Case Management Project (Salesforce).
- Certificate of Appreciation: demonstrated exceptional commitment and dedication to workplace.
- Certificate of Recognition: for performance constantly exceeding the quality expected.
Timeline
Assistant Manager-HR Operations
Al-Futtaim Private Co. LLC
2015.10 - 2022.09
HR Analyst
Al-Futtaim Private Co. LLC
2011.08 - 2015.09
Bachelor of Business Administration - Business Administration
Manipal University
2007.09 - 2010.06
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