Shilpa Anthony

Experience

• 

  HSBC

  May 2009 - Apr 2012

  HR Executive

  Act as a single point of contact to resolve queries (via calls, emails, and HR help desk).Knowledge of process related to HR Management.Play a key role in the employee recruitment.Arrange in conducting the interview and selection process, partnering with the hiring managers and other interviewers to define interview strategy and frame offer packages.Maintain all statistical data associated with the recruitment of open positions ensuring timely and accurate information processing.Screen the suitably skilled candidates and made recommendations to hiring manager Provide guidance relating to HR policies to employees of HSBC.Maintain 100% quality to ensure excellent customer service.Managed complaints to ensure customer satisfactionMentoring and training the new hires.Running reports like the Ageing report/Out of SLA report to help manage queues efficiently without miss in SLA. Show less

• 

  Cognizant

  Apr 2012 - Oct 2016

  Process Roll out & expectation setting with Business, Business Leads & Internal Teams within YOL(Year One learning) with defined SLAs.Building Business connects and conducting floor walks.Understanding the BU demands to collaborate with the hiring team thereby competency mapping of new recruits.Creation of Fungible mentor & trainer pool across Business Units in collaboration with BU Ops. Regular Orientation on changes/enhancement in the CATP( Campus associate training Program) model as per the requirement.Identify generic core areas of BU escalations & capture the same. Work on creating check points during trainings.Retraining Strategy & post training deploymentManaging Flawless execution of Business demands & providing end to end solutions to business needsUnderstand Specific Business demand & create execution strategy covering types of demand & create standard process to execute the same across Business Units.Create alternative to Exit policy and its implementation.100% compliance of trainees for BP0’s New hire training program SEP (including PE and SPE)WCS (Written communication Skills) pass ratio to be tracked and published to the Business with our recommendation.Deploy in early engagement plan for on campus and Off campus recruits. Show less New hire adherence to SEP i.e. Skill enhancement Program at 100% for the month in locations and Vertical ( Banking and Financial Services and Insurance)70% First pass yield for New Hire batches 75% Post training in Internal Assessments 70% associates meeting >=405 Post scores in external assessments(AMCAT)Associates to be certified as CCA- WCS learner within 120 days of life cycle0% of attrition in 0 to 10 days of SEP10% of attrition for 180 days of PE Supply chain100% Adherence to CAT SMS (Update - assessments and capture feedback)100% Adherence to I track (Report Card Management E2E)Fortnightly business meets with stake holders to report quality of PE’s. Report and review PE performance with leadership (W/M/Q/H & Annual)Set expectations and standards with the training vendor partners with regards to quality output of ELT’s Measure trainer / vendor performance basis assessments / output Work with the Business to understand PE required Vs. actual performanceObserve and recommend improvement plans for PE’s against floor performanceEstablish Credibility with business verticals and BPS leaders (Feedback) Show less To monitor calls for associates and bucketize them into RED, AMBER and GREEN week on week. Use various knowledge transfer methods i.e. one and one feedback, Joint call monitoring, class room training.To provide feedback time to time to the agents to minimize the scope of negative areas on calls and chats. Conducting communication and customer centric driven trainings for the new associates as required by the operations team.Data to the Ops and L&D team is circulated periodically to analyze and measure the defects.Pareto analysis is performed and the top 3 defects are deduced and the same is worked on to enhance the areas of improvement month on month. Manage any adoc request by the ops if need be.Implement new changes and activities to enhance the communication on calls. Show less

  • New hire training lead - India

    Jun 2015 - Oct 2016

  • Training Consultant

    Dec 2014 - Jun 2015

  • New hire Training location lead

    Feb 2014 - Dec 2014

  • Voice coach (Communication and soft skills)

    Apr 2012 - Jan 2014
• 

  Deloitte

  Nov 2016 - now

  Partnering with Business to build a development focused consulting practice. To align technical and P&L learning needs with the Consulting talent strategy (identified each year through strategic planning), and deliver an innovative and targeted learning portfolio of milestone and career level focused curriculum.Manage the learning investments allocated for the service area each fiscal, program design and refresh initiatives, drive learner involvement in design and delivery of programs, enhance operational efficiencies ensuring on time deliveries and coach availability.Responsible for overall Development CoE performance in the practice and all its practitioners spread across all 4 USI offices in India.Key Enabling Areas:1. Manage Stakeholder Relationships2. Define Scope and Direction3. Integrate across the Practice4. Manage the Budget5. Deliver Core Programs6. Manage Team Performance7. Drive Innovation Show less

  • Executive Manager

    Jun 2023 - now

  • Manager

    May 2021 - Jun 2023

  • Assistant Manager

    Sept 2019 - May 2021

  • Senior Analyst

    Nov 2016 - Aug 2019