Gaurav Gemini
St. Alberts,Canada
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Assistant Manager and Branch In Charge Operations and Training
Dubai Driving Centre
05.2016 - 10.2023
- Ensure OPS &Training Department compliance with Dubai RTA requirements and SLA
- Oversee implementation of training programs for all theory and practical trainers and Assessment Examiners
- Manage the day-to-day implementation of internal monitoring processes and develop strategies for continual improvement
- Covering all Operations and training matters relating to entire branch Operations, Scheduling, Operations staff, Master Trainers, Assessment Examiners, Lecturers, and Instructors of all categories
- Plan a comprehensive training and operation program for all theory and practical trainers and Assessment Examiners
- Address all issues regarding both internal and external training and develop strategies for continual improvement
- Ensure that RTA statutory training requirements are communicated to all affected staff
- Liaise with the regulator (RTA) through regular meetings and other forms of communication to ensure compliance with regulatory requirements and to communicate suggestions for improvements to services provided by the regulator
- Plan and oversee implementation of regular, targeted technical, procedural, and defensive driving training
- Evaluate the effectiveness of training and assessment at the Head Office and branches using various reporting structures, customer satisfaction surveys, and practical in-vehicle monitoring
- Amend and revise training programs and resources as necessary in order to adapt to changes in regulatory requirements, internal policy, and the working environment
- Oversee the implementation of an effective staff appraisal scheme
- Develop and oversee the implementation of a staff incentive scheme to improve the quality of the training offered by the department
- Oversee implementation of systems for dealing with complaints concerning content and delivery of training
- Oversee preparation of all necessary reports and evaluations for periodic management review and ensure implementation of changes to training resources and delivery arising from management input
- Ensure that all Training Department & Ops Deptt staff are aware of the company QHSE policy as it affects their role and monitor compliance with QHSE requirements
- Oversee Fleet In charge and plan for vehicle maintenance including transport and test vehicles
- Oversee Operations Supervisor and monitor slot utilization
- Assist OPS & Training Manager to monitor of services delivered on the field as well as on the counters.
Transition Manager
02.2011 - 05.2014
- Creating robust project plan with toll gates for Waterfall/Agile / Scrum / Lean methodologies
- Managing change management levers: communications plan, sponsor roadmap, training plan
- Budgeting the project and delivering within the stipulated budget and timelines using the DMAIC methodology
- Lead and manage the overall project of setting up shared service centers, scoping the services, and measuring their implementation with technology requirements
- Identifying risks and creating mitigates and resolving issues with looping senior management
- Defining project requirements like scoping, scheduling, data gathering and analysis
- Creation and management of SharePoint and SOW
- Creation of project governance through conference calls, meetings, and follow-up meetings
- Managing team functions viz
- Manpower planning, recruitment & selection, induction, performance appraisal, training, etc
- Led, mentored, and monitored the performance of team members to ensure efficiency in process operations and meeting of individual & group targets
- Conceptualizing and developing need-based training for developing a multi-skilled workforce for optimum efficiency
- Creation of training plan, SOP (Standard operating procedures) & DTP (Desktop Procedures), and workflows using MS Visio
- Manage training needs analysis to develop new training programs & improve existing ones
- Providing classroom and side-by-side training
- Mapping clients, identifying improvement areas & implementing measures to maximize customer satisfaction levels
- Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs and work processes
- Partner with all departments (IT, HR, Admin, etc) to ensure all the deliverables are met as per deadlines.
Assistant Manager – Transitions
Intelenet Global Services
09.2009 - 01.2011
- E2E responsible for management and governance of transition projects
- Ensuring that the processes adhere to the Quality Framework of the Organization
- This entails obtaining sign off from Clients and internal Stakeholders at every defined Toll gate to ensure proper tracking, documentation and adherence to Transitions Timelines
- Preparing & tracking Project Plan and Independent execution of project deliverables from Project Planning to Ready State, and Post Implementation Review with budgeting and control
- Maintaining a Daily / weekly dashboard for tracking activities and Timely communication of progress updates to Senior Management
- Identification & tracking of Risks and implementing strategies to mitigate them.
Team Leader – HR Outsourcing
HCL Technologies
01.2008 - 08.2009
- Lead the (20) members team, involved in processing starters, leavers, preparing bonus letters and maintenance of HRMS
- Ensure quality checking of activities in line with the agreed standards
- Weekly and monthly reporting of project status and updates
- Undertake resource management to ensure minimal staffing is maintained and work load is distributed fairly and consistently.
Senior Executive – Call Centre
Honeywell India Services
10.2004 - 07.2007
- Maintained a team of 7 FTE for SLA delivery like AHT, ACW, and Quality
- Provide voice & web-based technical leadership and support in product sales and troubleshooting, systems, and services to end-user customers and generate revenue via direct sales or referrals
- Regularly monitored calls and provided constructive feedback along with written and verbal appraisals
- Utilizing various forms of training media e.g
- Self-paced (online learning), instructor-led, computer-based training, etc
- Mentoring and motivating team members individually and during team meetings to enhance service standards, customer satisfaction.
Education
BBA - Business Administration
University of Delhi
University Of DelhiSkills
- Product and Service Knowledge
- Task Delegation
- Operations Management
- Recruiting and Interviewing
- Employee Performance Evaluations
- Cost Reduction
- Employee Scheduling
- Customer Rapport
- Performance Reviewing
- Team Motivation
- Money Handling
- Cost Control
- Project Management Abilities
- Orientation and Training
Projects And Travelling
- USA
- UK
- Australia
- Mexico
- China
- Malaysia
- Europe
- U.A.E
Training
Certified Mater Trainer – Defensive Driving (R.o.S.P.A) Yellow Belt training Executive Presence training Kaizen trained Google certified Project Management MS Project & Visio First Aid
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Professional Working
Urdu
Professional Working
Certification
- PMP - Project Management Professional
Timeline
Assistant Manager and Branch In Charge Operations and Training
Dubai Driving Centre
05.2016 - 10.2023
Transition Manager
02.2011 - 05.2014
Assistant Manager – Transitions
Intelenet Global Services
09.2009 - 01.2011
Team Leader – HR Outsourcing
HCL Technologies
01.2008 - 08.2009
Senior Executive – Call Centre
Honeywell India Services
10.2004 - 07.2007
BBA - Business Administration
University of Delhi
- PMP - Project Management Professional
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