SHARON ISAC GEORGE
Dubai
Summary
A dedicated professional with proficiency in mastering situations, highly knowledgeable in a wide variety of professional disciplines
and an expert at implementing policies
SUMMARY
A result-oriented professional offering cross-functional experience in Sales, Procurement,
Logistics, Administration, HR Management, Retail Banking Operations and Customer
Service
Skilled in handling large workforces, maintaining peaceful & amicable work environment in
the organization and initiating measures for benefit of multi-cultural people in organization
Demonstrated acumen in developing & integrating new employees, retaining current
employees & attracting highly skilled people to work for the company
Solid track record of exceptional performance in Retail Banking Operations, especially in
mortgages with Barclays Bank
Proven skills in managing & defining policies for competitive salaries, training &
development opportunities, retention programmes, promotion and transitioning
Deftness in setting out standards for various operational areas; implementing procedures
to facilitate a high-quality customer experience, while adhering to the SLA
Adeptness in providing guidance and leadership to staff in accordance with specified
program objectives
Exceptional communication, presentations & mentoring skills with distinguished abilities in leading teams for developing
business continuity plans, procedures and service standards for business excellence
Career Growth Path
Overview
24
24
years of professional experience
Work History
Export Coordinator
SAFCO International Gen. Trading
Dubai
05.2009 - Current
- Ensuring smooth operations at all times and maintaining proper decorum & discipline by implementing & modifying the policies & procedures
- Managing the complete recruitment life-cycle for sourcing the best talent from diverse sources after identification of manpower requirements
- Preparing MIS reports & other statements with a view to apprise management of the process operations and assist in critical decision-making process
- Assessing customer feedback, evaluating areas of improvements & providing critical feedback to associates on improvements and achieving higher satisfaction matrices
- Creating awareness for driving the process improvement strategy & methodology, ensuring maximum operational efficiency
- Developing system to track attendance, payroll processing and maintaining leave record
- Conducting root-cause analysis and taking preventive measures for repeated escalations
- E
- Recruiting, leading, training and monitoring performance of the team members for maintaining excellence in the operations
- Implementing performance management process including objective setting, development planning and quarterly/annual performance reviews
- Evaluating effectiveness of training & development programs; formulating or reviewing training strategy and determining appropriate instructional methodologies and formats
- Creating and fostering a healthy environment which facilitates high performance of team members and accomplishments of organizational goals, :
- Projects to the tune of $ 30000 sourced procured & shipped to offshore clients
- Procurement – Sourcing &administration
- Supply Chain Cycle
- Customer Service
- AIR OPERATIONS:
- Departments in coordination – Sales, Procurement, Stores, Forwarders
- Document sequence: Customer PO – LPO – Loading Instruction – Invoice – AWB –HS Code Allocation - BOE – Customs Inspection Certificate
- INVENTORY & RECEIVING: DATA ANALYSIS DOCUMENT CONTROL
- Product labeling & Bar-coding Sales Filing
- Product identification & location Inventory Sequence
- Product placement Profitability Vat Compliance
- Quality checks Margins Import clearance
- Old stock analysis
- Stock analysis & mapping
Manager
Neema Builders, Engineers & Contractors
04.2013 - 04.2014
- Developed the project paperwork during inception stage and analysis of available resources for acceptance of the project Oversaw the allotment of workers to specific projects based onrequirements
- Handled leave management tasks for employees and labourers
- Facilitated inter-office communication between contractors, engineers and labourers for smooth functioning of all projects
- Coordinated the transport arrangements for engineers
- Aligned amongst various contracted vendors to ensure smooth and timely delivery of raw materials at timely intervals Carried out third round of interviews to shortlist efficient freshers and experiencedengineers
- Managed the money transactions between various banks and clients and submitted to the company accountant
- Planned and implemented the itinerary planning for owner on trips made to various cities in India
- Mapped the work timings with various Site Engineers to keep an account on all labourers and their working hours
- Achievement:
- Actively involved in accomplishing 4 Office Building Complexes during 1 year tenure
Serco Global Services Pvt. Ltd, Barclays Bank
Chennai
09.2008 - 01.2013
Team Leader
04.2011 - 01.2013
- Played a pivotal role in preparing and submitting financial trackers to Accountants before the specified timelines
- Spearheaded a team size of 36 (average no., highest: 41) FTEs (Full Time Employees)
- Curbed attritions and maintained process FTE headcount including buffers to cover any shortage
- Sent indent to HR team for recruitment of new candidates and third round of interviews
- Involved in grooming sessions for freshly trained employees on policies, rules, regulations, leave, detailed explanation of the process – subjective metrics (productivity, call quality, case quality, attendance, adherence to compliance)
- Carried out probationary appraisals for the employees on the verge of completing 6 months
- Led monthly counselling sessions with employees (EDP – Employee Development Plan) to provide feedback on performance
- Managed the production call with team leaders of various units (Mumbai, UK – Leeds, Dartford) under the supervision of the
- Head of Operations
- Tracked cut off times on the floor and coordinated among UK and Mumbai units to ensure highest level of customer satisfaction Supervised quality buzz sessions to ensure that all procedural updates are passed on to theemployees
- Monitored PKT (Product Knowledge Test) supervised to ensure all employees are up to date with all new policies
- Oversaw the entire gamut of tasks related to IJP (Internal Job Postings), (WFM – Work
- Force Management), written test, presentation and personal interview
- Performed RAG (red, amber and green) analysis to identify the bottom performers and provide specific feedback and training for growth and improvement
- Executed 80: 20 analyses to identify the top errors for the month and letter error and provide feedback to the employee
- Forwarded transport roster of the team to Transport Team every week for pick up, drop, number and address update
- Updated the leave cards and maintained the records in the system as well
- Managed the procurement of stationary for the team through web based application every month
- Submitted indent to IT Service Desk in case of any system issue and followed-up with UK IT Helpdesk until resolution
- Assured that reporting employees were present on the floor during the stipulated time and breaks are taken as per schedule
- Achievements:
- Steered transition from old system (contract expired) to new customer interface in coordination with Mumbai unit & UK client
- Engaged in retaining all advisors in the team through motivation, counselling and assignment of support functions
- Successfully sustained green level dashboard across all metrics throughout tenure as Team Leader from
Senior Customer Service Executive
Mortgage Servicing
09.2008 - 03.2011
- Handled the tasks in the Servicing Department – Deeds Section and received the requests via post for servicing of deeds
- Involved in storing new deeds and ensuring Barclays charge on the newly sent deeds as proof of mortgage
- Engaged in loaning out deeds to solicitors for sale or further examination of boundaries
- Responsible for managing mortgage transactions between solicitor and customers o
- Achievements:
- Holds the credit of qualifying for STEP (Strive Towards Excellence Programme) and promoted to Team Leader after undergoing the selection process (Aptitude Test, Logic – Reasoning English Grammar and Comprehension, CBT (Competency Based
- Interview) and Group Discussion (Extempore), etc
- Recognized for the efforts as: o Top Performer of the month
Performer
04.2010 - 03.2011
- Consecutively for a year o Top
- 12.2010
- Instrumental in achieving 100% quality score from Jan’10 till the end of the tenure
- Played a pivotal role in overachieving targets and scaling-up average productivity score by 220% from Apr’10 – Mar’11
- Furnished inputs and suggestions to Team Leader to reduce queue volumes and achieve SLA
- Effectively participated in SLA exercise to identify the exact time taken to action a customer’s request and successfully implement the same with client authorization
- Successfully managed the most critical process across the whole of Barclays – Charge Release Request
- Efficiently secured the top position across all assessments centres during training
04.2010 - 06.2010
- July to Sep’10 and Oct’10
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- Instrumental in achieving: o Highest lending of all times during 2012 (mortgage – funds released) st 1 position for Christmas Bay Decorations – 2011 & 2012
- Actively involved in minimizing the: o Attritions in the team with a hat-trick 0 attritions from Mar’12 –Jun’12 o Shrinkage for the team through stringent leave planning and back filling to ensure headcounts are met
- Played a pivotal role in facilitating the team shift to new premises without any compromise on SLA, productivity, system issues or customer satisfaction in coordination with IT Department
Education
MBA - Human Resources and Marketing Management
IBM – Institute of Business
Administration, IADL, the University of Kent
Bachelor of Arts - English Literature
Fatima Mata National College, University of
Kerala
Skills
COURSES ATTENDEDSecretarial and Personal Assistant Course including Hardware, Software Technician and NetworkingClass Course inMS Office (MS Word, MS Excel, MS PowerPoint and InternetApplications)IT SkillsMS – Office (Word, Excel & PowerPoint), Windows 98 / 2007, E-Mail and Internet ApplicationsPERSONAL DETAILSDate of Birth 2NdFebruary 1986Present Address Sharjah, UAE
Accomplishments
- MIDDLE MANAGEMENT PROFESSIONAL WITH OVER 13 YEARS OF EXPERIENCE IN:
- LOGISTICS
- PROCUREMENT
- EXPORT SUPPLY CHAIN & DOCUMENTATION
- ADMINISTRATION
- HR
- MANAGEMENT
- CUSTOMER SERVICE
- RETAIL BANKING OPERATIONS
Additional Information
- Location Preference UAE Visa Status: Resident Visa
Timeline
Manager
Neema Builders, Engineers & Contractors
04.2013 - 04.2014
Team Leader
04.2011 - 01.2013
Performer
04.2010 - 03.2011
04.2010 - 06.2010
Export Coordinator
SAFCO International Gen. Trading
05.2009 - Current
Serco Global Services Pvt. Ltd, Barclays Bank
09.2008 - 01.2013
Senior Customer Service Executive
Mortgage Servicing
09.2008 - 03.2011
- 12.2010
MBA - Human Resources and Marketing Management
IBM – Institute of Business
Administration, IADL, the University of Kent
Bachelor of Arts - English Literature
Fatima Mata National College, University of
Kerala
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