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Work Background
EricssonLead Global Resource Manager
Jun. 2015 - Oct. 2015RomaniaSuccessful completion of Short term assignment to GSC ROMANIA for Resource Management Processes and best practices alignment & collaboration o Understand, identify and prepare process documents & flow for TRCP & OSDP o Recruitment reporting and analysis o Operations Maturity Model Level 3 preparation for TRCP & OSDP o HRMS Accuracy o Billability and Utilization reporting through OCD tool o OSDP
EricssonService Resource Manager SME
Apr. 2011NoidaCollaborated with team of Pega Developers and Business Analysts in the development of Internal Application for Resource Management Digitization as a Business SME Achieved successful implementation of many key functionalities, such as the Allocation Lifecycle •Digitalization of Team Allocation Workflow which introduces usability improvements, flexibility of resource requests and team allocation, complex algorithms to ensure supply meets the demand requirements for single/multiple resources. The change management feature brings simplified work flows and automation in the tool •Automatic routing of demand to find the right organization to route their demand to, so that they can get the right people, at the right time •Digitalization of Service Based Delivery Concept, which will allow for requesting a Service Request for a service or scope delivery in Tool (catalogue/non-catalogue based) Service Resource Management SME/Senior Business Consultant Responsible for Digitalization of Planning, Forecasting and Allocation Portfolio (Tools & Analytics) along with Transformation & Adoption • Identify and lead Artificial Intelligent use cases, leveraging expertise as a business domain expert to strategically drive value and enhance operational efficiency through AI solutions, aligned with key objectives and results (OKRs). • Responsibility includes ensuring E2E: Organization, Processes and Tool Readiness • Collaborate with stakeholders for business requirements and feedback or pain points • Reviewed all local and global processes and workflows to align organizational strategy • Collaborating with the IT vendor to identify and document business requirements, refine and elaborate on those requirements, prepare test cases, and participate in User Acceptance Testing (UAT). • Support in creation of Analytics dashboards in Tableau for analytical decisions based on Tool usage
Computer Sciences CorporationResource Manager-Infrastructure Services
Jul. 2009 - Apr. 2011Workforce planning to capture resource requirements and plan ahead for resourcing through recruitment, internal identification and training resources. Resource optimization through weekly management reviews with Managers and senior management. Manage end to end process of recruitment to fill open positions in line with agreed timelines and workforce plans. End to End Process management for allocation of Resources on Open Positions through Global Resource Management (GRM) tool. Align resources against the assigned positions in GRM and extracting Project report on a Weekly basis to get validated by the respective Managers. Manage Resource Skills though GRM. Keep a track of resource’s skill sets through systematic approach and map competencies with manpower forecast and internal positions. Manage Infrastructure Bench and utilize the bench resources for any new open demand in different product lines. Interaction with employees and managers in aligning individuals' skills with the organization's needs, including project transition and bench activities. Collaborates with line managers and recruiting managers to identify quality candidates, both internally and externally. Interaction with Offshoring Region’s Functional and Account leads, to track the progress or bottlenecks in offshore activities and identifying alternate strategies as needed. Utilizes tools like GRM, Compass and Taleo to track resourcing needs and identify candidates.
iEnergizerAssistant Manager-HR & Training
Dec. 2004 - Jan. 2008Conduct Induction Programs to new entrants & assist in joining formalities. To ensure that the new hires are trained on process training for an inbound and outbound process of soft collections and third party collections. Conduct SEED (School for employee education and development) program on different soft skills for all levels in the organization. Once the agents are trained, monitors their performance by utilizing a variety of tools and methods including call monitoring, feedback and coaching. Arranging Refresher Training for teams (Based on QA reports, client feedback, live monitoring). Develop and update the training module based on the training needs identification (TNI) on a regular basis as per the process requirements. To ensure FDCPA compliance and integrity across the process. To ensure agents are trained on U.S. Credit Bureau Report. Develop employee performance through coaching, motivational techniques and performance plans. Prepare various assessment reports like KYAB (Know Your Agent Better) based on the trainees performance in the training sessions. Handled frontline recruitment for the collection process. Assist in the development and modification of approved strategies to improve efficiency and results. Mapping client’s requirements and coordinating in developing, implementing and transitioning process in line with the guidelines specified by the client.
KeaneSr Associate
Dec. 2002 - Dec. 2004U.S based hard-core consumer collections of Charged off credit Cards, personal loans, auto loans, retail store cards etc. for an Inbound and Outbound both. Later on worked as an interim process trainer(HR) to impart training on collection process.The work profile also involved preparation of EOD (End of the day) report, during this tenure developed the skills of mentoring and training the new recruits and assisting the team leaders in their day to day assignments related to the process.
Cybersys InfotechExecutive Contact Center
Sep. 2001 - Oct. 2002Worked with U.S based processes which are in to selling of Master Cards, Travel Programs and Wireless campaigns. The work profile also involved preparation of Agent Performance Report, analyzing dialer reports, acting as a verifier, working in co-ordination with QA department actively.
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