Created a new recruitment and Selection process for the organization and a digital presence in social media platforms increasing the staff capacity by 50%. Managed to build trust and confidence of the staff giving them a sense of job security during times of cisis which resulted in a motivated workforce driven to achieve the Company goals. Introduced performance based incentive structures along with KPI's for each specific job role. Built a solid understanding between the Employer and staff incresasing effciency. Introduced a medical scheme for the staff for the first time in the Company's history which now covers the Covid - 19 releated treatment too. Used technical knowledge to introduce a new filing system to manage all official documents and correspondence.

Achieving an Organizational growth from 8 employees to 50 employees OPERATIONAL SKILLS

business. Designed & implemented the new client transition plans for Paraplanning department. Designed the new employee training schedules & process manuals for CONTACT multiple functions within the department. Handling the recruitment process for new staff including the creation of PHONE : JDs and KPIs. +94-772-07-7597 Conducting performance appraisals and providing feedback to staff +94-112-77-8750 including creating performance improvement plans for underperformers. Handling grievances of the staff before HR Department review. personalblock3/ EMAIL : Designed & implemented the current internal error tracking system for 4 Isuru.yatagamage1986 @ gmail.com different processes which have improved overall accuracy by 20+%. Devised & implemented a new filing and indexing system for files, LinkedIn : resulting in greater ease of access & a more time-efficient process. https://www LinkedIn com/in/isuru - Creation & presentation of departmental outline to induction trainees for yatagamage-96190227/ Paraplanning department. Updating management on weekly progress of the department at the weekly managers meetings held with senior management. Assisting the sales team with pricing framework for services provided. Assisting with the creation of the SLAs and TAT times for services provided. Development of the Capacity Utilization tools currently used across all functional teams. Managing operations teams from multiple locations across countries.

Creating & implementing of an offshore call center operation for an Process optimization Australian financial services provider. Implementation, training & coaching apprentice level staff on Customer relations communication skills & etiquette during induction process for 3 Key client management consecutive batches. Creating & implementation of Standard Operating Procedures for Voice Operational reporting related operations. Designed & implemented the Operator information package when Operational analytics calling KPI design and hotline and provided voice support. Responsible for providing the management with monthly & quarterly implementation reports on performance and projection planning for the following quarter. Recruitment and selection Supporting & assuming part of the managers work during her absence to FLOW Legal process outsourcing, outsourcing. Financial Planning, Reporting and Design and implementation of all Policies and procedures currently used Analytics, process optimization, by the organization including Leave policy, social media policy, mobile Human Resource management, usage policy, security policies. Payroll, Conflict resolution. Designing of the Recruitment and Selection criteria for all roles within the organization including the testing for each department. Using the experience gained over Introduction of Performance management systems for the organization. the years I have been able to add Managing all HR related operations of the organization including Payroll. value to organizations by providing Creating Board Packs for Biannual Board meetings of the directors. business strategies to cater to the Setting of Goals and targets for individual teams in order to meet the ever-changing Outsourcing industry overall organizational goal. while analyzing market trends and