Sonia Narayan

Team Leader Duties

• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Promoted high standards through personal example to help each member understand expected behaviour and standards.
• Held weekly team meetings to inform team members on company news and updates.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Reviewed, implemented and updated company records related to team activities for future reference
• Evaluated staff performance and provided coaching to address inefficiencies.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Educated staff on organizational mission and goals to help employees achieve success.
• Developed and updated tracking spreadsheets for process monitoring and reporting.
• Devised and implemented processes and procedures to streamline operations.
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.

Candidate Management

• Actively representing Hays, the team and self professionally in all dealings with candidates
• Generating, amending and attaching candidate resumes to their OneTouch entity
• Setting up candidates on online training and testing
• Coordinating candidate assessment centres
• Generating e-shots and mailers as requested
• Conducting effective candidate aftercare and/or references (if requested)
• Conducting searches using OneTouch, LinkedIn and Seek to assist with market mapping and candidate sourcing (if requested)

OneTouch administration

• Inputing and updating all client and candidate details on OneTouch in a timely manner to ensure that all information entered is accurate and current
• Creating new jobs and input job specifications onto OneTouch
• Assisting consultants with data integrity/cleansing by ensuring all relevant fields are completed on OneTouch
• Close non-active jobs on OneTouch as requested
• Managing returned candidate e-shots to confirm correct email address and update accurately on OneTouch
• Creating organisations and adding client details as contacts, utilising services

Temp administration

• Completing ‘Temp Placement’ and ‘Temp Finish’ actions as required
• Completing weekly timesheet tick-off lists and liaise with temps to ensure timesheets are submitted on time
• Liaising with Temp Payroll to resolve payroll queries

Critical Processes & compliance

• Scanning and uploading compliance documentation to the compliance portal on OneTouch as required
• Submitting working rights documentation for any non-citizens to the Compliance Team for validation
• Distributing, monitoring and following up compliance reports to ensure consultants are compliant with Critical Processes and other key compliance areas
• Identifying non-compliant areas and escalate to management as required
• Monitoring compliance with client agreements and highlight non-compliance issues to manager
• Conducting quality/spot check to ensure compliance documents have been completed correctly
• Working with government sector roles such as Transport NSW, Sydney Water, Treasury
• Department of Education, Department of Justice, Premier and Cabinet in making candidates compliant
• Having both clients, consultants and candidates reporting directly to me for the correct documentation to be processed
• Worked in organising TOLL delivery services for regional/domestic offices (Sydney, Melbourne & Brisbane) Hays offices as well as global/ overseas offices having directors and consultants directly reporting to me

General administration

• Forwarding messages to consultants in a timely manner
• Processing outgoing mail
• Proactively managing the supply of stationery and marketing materials and order as required within company guidelines
• Coordinating team events including managing venue bookings
• Updating fee and activity spreadsheets and whiteboards
• Running reports for team/consultants and Regional Director where required
• Generating and distributing operational and activity reports as requested
• Liaising with IT Service Desk regarding office relocations and hardware or software matters
• Attending office and/or team meetings as required
• Generating Service Delivery reports from the Hays Promoter Index (HPI) dashboard
• Assisting in preparing on-brand advertisements as required
• Assisting with keeping the office environment clean and tidy including the kitchen
• Other ad-hoc projects and tasks as required

Reception

• Handling inbound telephone calls effectively and efficiently in line with service delivery standards
• Managing the booking of interview and meeting rooms
• Ensuring all customers are greeted in a professional and courteous manner – both in person and over the telephone
• Ensuring the reception area is tidy and consultants are aware of the arrival of their appointments
• Ensuring that all messages are cleared from night switch message systems as a priority each morning

Service Delivery

• Ensuring adherence to Hays' policies, procedures, recruitment methodology and service delivery standards
• Ensuring adherence to all current legislative requirements, including but not limited to
• Privacy, Anti - discrimination, Equal Employment Opportunity (EEO), Immigration and Health and Safety (H&S) as outlined in the Critical Processes and Hays policies
• Working continuously to uphold and improve the quality of service provided to both internal and external customers
• Identifying and escalating areas for improvement in the service we provide

Health & Safety - internal

• Demonstrating a commitment to ensuring a safe working environment and comply with Hays’ policies and procedures
• Immediately report any internal injuries, incidents, accidents, hazards or near misses to management, the First Aid Officer or the H&S team
• Keep work areas tidy and free of obstructions or hazards
• Follow all reasonable instructions from Manager in relation to H&S

Health & Safety for temps - external

• Ensuring the placement of temporary workers complies with the H&S provisions in the Critical
• Processes (MS-018)
• Ensure all injuries, incidents, accidents and hazards are escalated to management and reported to the H&S team immediately and corrective action is taken
• Assisting consultants with H&S management of temp employees including the return to work process
• Assisting consultants to set up candidates on H&S inductions, monitor completion rates and accurately input and save compliance documents on OneTouch
• Assisting Manager, where required, in the management and completion of compliance checklists, reports and audits
• Participate in local H&S training workshops

Systems integrity

• Demonstrating a thorough understanding of OneTouch and system integrity responsibilities
• Documenting all business activity including client, candidate and job information accurately and in a timely manner as required
• Demonstrating a commitment to maintaining data integrity

Shift Supervisor Duties

• I have upheld this role for the past year in which I had joined the company and have learnt many skills and expertise in a management role
• Essentially, in carrying out these responsibilities of planning, organising, leading and delegating I have developed key informational, interpersonal decisional aspects
• This role is perceived of behavioural expectations and a set of procedures that a person is anticipated to perform
• Working in the retail industry involves interacting with people to provide excellent customer service and information about products and services as well as handling and resolving complaints
• You are there to greet and serve the customers and you will get immediate feedback.
• Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
• Helped store management meet standards of service and quality in daily operations.
• Enforced company policies and regulations with employees.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
• Completed cash and credit card transactions accurately using POS software.
• Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
• Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
• Scheduled staff shifts to secure adequate coverage and productive workflows.