*Reetu Verma* Email: verma.re...@gmail.com Professional summary: More than Eleven years of enriched experience with Multinational companies (Telecom, IT & IT enabled Service industries) primarily involved in the sphere of *Resource Management & Project Management Operations. * * * Core Skills: *Resource Management* (*Staff Planning & forecasting - WFP, resource allocation, competency mapping, Bench management, On-boarding- Off-boarding– Deployment & employee engagement)*, *Processes & People management*, *Operations (PMO), Client / Customer support Management.* Experience * * *Nortel Networks – * *Project Manager** *– Reporting to Executive Project Director (14th July 2006 – till date) Profile: Resource Management & Project Operations for 2 projects of $400 M & $100 M respectively (strength of max 350 people including Permanent & Temporary employees & contractors) *Key Responsibilities:* * * *Resource Management: * Ø        Creation, updation & maintenance of Headcount data_base_ by formulating new processes that ensures fortnightly data updation & facilitates planning & execution for contracts management for Non-Payroll Workers /Temporary Full Time employees & monthly headcount budget planning. Ø        Maintaining the monthly/yearly budget for all resource requirements & mapping them with the real time headcounts. Ø        Help ensure programs are implemented, including helping enhance and implement best practices. Ø        Guiding managers to the stages of the processes related to new hires, extensions/renewals of contracts & conversions of Non-payroll workers to Temporary or full time employees. Ø        Responsible for screening & Recruitments for the project at Local office & a final approver for all recruitments at different locations. Ø        Single point of contact for all HR related issues like ensuring timely recruitment approvals & back ground checks, On boarding of employees, employee grievances, Salary/reimbursements & PF escalations (for Contract employees), ensuring training & other compliances etc. Ø        Ensure appropriate feedback processes are followed during Exit interviews & make recommendations to the local Management. Ø        ESAT Prime for Global Ops (India) - Involved in planning surveys & implementation of Employee Satisfaction activities. *Reporting, Compliance & Process improvement:* Ø        Creating/Streamlining & documenting processes for all activities related & impacting resource management & make necessary amendments to ensure effective execution. Ø        Ensuring compliance to the mandatory training by all employees. Ø        Ensuring Processes Compliance Ø        Ensuring all reports & inputs are collated & circulated timely Ø        Actions register management to ensure closure/ escalation of critical project issues etc. Ø        Responsible for releasing communiqués for any critical information/ issues that needs to be broadcasted. *Manage project Live-_link_ (Centralized information bank):* Ø        Creation of the new live _link_ Ø        Data cleanup & data_base_ management by organizing & restructuring Ø        User administration & restricting the number of users for maintaining confidentiality * * *Client / Customer Management* Ø        Managing relationships with more than 150 Vendors (Suppliers & Service providers) associated with the projects. Ø        New Resource Vendor introduction - Successful migration & smooth transition from the existing agencies to the new vendor. Ø        Single point of contact for all escalation of issues related to hiring, payments, attendances, or any other HR issues between the Nortel, Agency or Resources. Ø        Contracts Administration for all Non-Payroll workers hired through the Vendors. *PMO Management (April-07 till date)* Ø        Manage Supplier Invoice & Payment Processing Ø        Plan weekly & monthly critical payments impacting Business. Ø        Enhancing Operational Procedures & Reporting. Ø        Working closely with Supply chain, Order Management, Order Fulfillment, Tax & Accounts departments to ensure smooth Workflow. Ø        Facilitating Vendor PO’s & Payments reconciliations as well as Project Documentation Management for Customer Submissions. Ø        Escalation Management. *People Management* – Ø        Have been handling a team of 20 people (direct reports) & multiple other dotted line team members in diverse locations in India. Ø        Strong co-ordination with other departments like AP, AR, Order Management & Fulfillment, TAX, Supply Chain, Logistics for an integrated and harmonious operation. *Achievements:* Ø        Within a span of 9 months of joining, got additional responsibilities of PMO management to streamline operations & make processes apart from Resource Management. Ø        Got upgraded to a higher level (JCI – Job complexity Indicator – 4/6) in 2008. Ø        Got selected & completed the “*Leadership Edge Development Programme*” which is a 1 year development program for a very small group of leaders who have demonstrated their potential to become future company executives - 2008-09 *Previous experience:* *Techspan (now called - Headstrong) – A US _base_d IT consulting Co.* *Assistant Manager* -Reporting to VP-Delivery (23rd Mar 2004 – 7th July 2006) Profile:  Resource Management & Operations *Key Responsibilities:* * * *Resource Management & Human Resource Allocation for projects* * * Working very closely with the Sales & Delivery head for India as well for North America, for Resource Management & operations for different clients. * * Ø        Counsel Sales People and Collate client requirements for new/revised job series specifications; revise existing specifications and/or develop new ones. Ø        Assist Delivery Head in planning allocation of suitable resources from resource pool or triggering recruitments. Ø        Coordinate with the Recruitment Head to plan recruitments/ job offers depending on the project requirements. Ø        Coordinating the process of screening & short listing candidates within the pool to analyze suitability & arranging client interviews. Ø        Maintain Project Profiles and Personal Profiles to ensure timely & accurate billing Ø        Bench management – Assigning people on bench to different groups involved in in-house projects & pre-sales activities. Ø        Roll out incentive schemes for inviting references for open positions in the company. Ø        Monitoring & Recording the efforts put in by individuals on monthly basis towards end client billing or on pre-sale works as an input to HR for their Bonus distributions & Quarterly appraisals. *Project Initiation Activities* Ø        Ensure Project orders & other documentation related to personnel allocations are approved and circulated to concerned groups. Ø        On-boarding / off boarding of Headstrong consultants. Ø        Coordinate with Support team for all project related hardware & software requirements Ø        Proactively identify visa needs for project related travels and maintain the visa status records for India Delivery Center. Ø        Plan & Coordinate with deployment for all the overseas movement/travels of consultants along with arranging their Drug tests. * * *Build and maintain a set of Operational reports * Responsible for multiple MIS reporting on weekly, fortnightly & monthly basis, like- Project wise revenue & Margin report, Bench Analysis, Level wise utilization with comparison to the norms, Individual utilization as the input to HR for IPR purposes & Program status reports to clients & Sales/Delivery heads etc. * * *Ensuring Procedural compliance* *& Client Support *– Ø        Responsible for ensuring timely completion & approvals of timesheets for all the consulting groups. Ø        Ensuring compliance of security guidelines as per Client’s policies & procedures. Ø        Follow-ups with Client’s Business Managers for outstanding revenues. Ø        Co-ordination with accounting team for timely & accurate invoicing. * * *Miscellaneous* Ø        Member of Induction Group. Responsible for educating consultants, especially the new hires about the policies & procedures related to Project deliveries.** Ø        Maintaining “Project Office Manual” * * *Achievements* Traveled to US in September 2005 to support *Morgan Stanley* for 3 months. Got an opportunity to work closely with different Business Managers, VPs and Directors in Morgan Stanley. *Successfully retrieved $1.6 million long outstanding revenue by strong co-ordination between 2 geographies & managing reconciliation of revenue documents & plugging all process loopholes.*** *Prometric (A subsidiary of Thomson Corporation - Canada) * *Sr. Team Leader* –Reporting to Contact Center Manager – India (Jul 1997 till 22nd Mar 2004) Profile: Responsible for overall Operations & management of Computerized Academic Tests in India. *Key Responsibilities:* ·          Resource allocation after Skill Analysis & workload reviews. ·          Capacity planning of testing centers– countrywide ·          Planning trainings for the team members - Operational & Personnel Development ·          Continuous review of processes & procedures for enhancing productivity ·          Escalations management ·          Inbound Calls Management & Process / Call audits ·          MIS preparation for monitoring productivity ·          Recruitments & Performance Management including annual appraisals & performance reviews ·          Counseling team members on their growth plans & positively resolving any inter-personnel conflicts through One–O-One session. ·          Sole in charge for ensuring comfortable testing for physically challenged candidates. ·          Solely controlling the backend programme for the software being used for registrations. *ADD ON RESPONSIBILITIES / PROFILES* ·          Along with the Team Lead’s Profile, I was an ACTING Contact Center Manager for approximately 2 years. ·          Had been an In-house Trainer for product trainings etc. in my initial 2.5 years of team lead position. *Achievements:* ·          Promoted twice within a span of two years ·          Manager’s High Performance Award ·          VIP Team Achievement Award ·          Prometric Pride – Team Achievement Award for two consecutive years Trainings attended: (Latter to Former) ·          *Basic Concepts of Total Quality Management* from Total Quality Associates ·          *Management Development Program on Team Building*, organized by Green Adventures ·          *Management Development Program on Personal Development and Team Building*, Conducted by Snow Leopards Adventures ·          *Enhancing Performance Through Effective Working _style_*- by Sumit Chaudhuri, Business Resource Associates ·         *Programme on Work Effectiveness- with emphasis on Leadership skills, Conflict resolutions *etc. conducted by Sumit Chaudhuri, Business Resource Associates ·          *Effective interviewing skills (Nortel – internal e-training) * ·          *Workshop on Valuing and Managing Diversity – By Nortel *(Bangalore) ** ·          *Participant of New Manager Academy Training – @ Bankok By Nortel * ·          *Participant of a One year Leadership Edge Development Programme – By Nortel * ·          *Certificate in “Crucial Conversation – by Vital Smarts” – *as a part of LEDP ·          Participant of the Global team in reviewing *On-boarding of Global New Hire Process* for Nortel as a part of LEDP Training. Academic & Professional Qualifications: * * ·          *MBA specializing in HR* from Symbiosis, 2005-2007 with *A* * Grade*. ·          *Post Graduation Diploma in Business Administration (PGDBA)* from Annamalai University, Chennai, 1999 ·          Certificate in Business English Communication, Level –2 of Cambridge University from British Council, 1997 ·          Graduation in Bachelor of Arts & Office Management from College of Vocational Studies, Delhi University, 1997.