Manager Process Improvement

Karishma Dutta

** ******** ******, *** *****, NEW YORK- 11746 EMAIL:

abm6n4@r.postjobfree.com CELL: 516-***-****

Professional Experience

BHARTI AIRTEL GURGAON, INDIA

HR Manager, HR Employee Helpdesk

Nov 2008 - Jun 2009

. HR Employee Helpdesk Manager - Successfully set up the Helpdesk of 30

team members for Bharti Airtel organization with a span of 12,000

employees pan India

. Establish and maintain appropriate procedures and standards in handling

employee queries; thereby driving right level of service

. Ensure adherence to the defined SLA & quality parameters and review

performance of team members to minimize escalations

. Ensure and drive HR Compliance to Corporate Objectives

. Formulate improvement targets, monitor operations, identify variances and

ensure execution of process improvement plans

. Assess systems, methods and procedures to determine the most cost

efficient way of delivering services while achieving the highest levels

of employee satisfaction and quality

. Accomplished 3 projects on Employee Helpdesk within a span of 6 months,

leading to greater employee satisfaction and improved processes:

o New Call Solution with enhancements & high level SLA monitoring

o Employee Feedback through SMS on Employee Helpdesk

o Enable Helpdesk for Ex-employees

GE Money Servicing Gurgaon, India

HR Manager Jan 2004 - Nov 2008

. Successfully transitioned and set up the HR process for GEMS Collections

Team in Gurgaon

. Hiring Manager - Responsible for chalking out hiring requirements by

analyzing Staffing nos of the clients

. Employee Relationship Manager: Grievance Handling, Performance Appraisal

exercise, Handle Retention for the site & ensure delivery on IPM's

(Internal Process Metrics)

. Communication Manager: Manage communications, appropriate branding for

company's events, client visits and Townhalls

. Led a digitization project on Early Warning Signals. Also called HITP

(High Impact Touch Points), EWS is an tool to predict retainability of an

employee in the organization; digitized the tool to ensure rigor on this

process which would indirectly impact the attrition rate

. Member of GE Volunteers Group for Delhi Chapter - led communications and

branding coverage for the events

GE Capital Gurgaon, India

Assistant Manager, Compliance & Legal Oct 2000 - Jan 2004

Managed and trained a team of five Compliance Officers conducting audits

for GE Consumer Finance clients - JC Penney, Lowe's and Banana Republic

(Yearly Collections volume $200 million)

Selected for Fastrack Leadership program - played a key role in revamping

complaint resolution process for two sites in India, set up processes based

on Six Sigma methodologies

Selected to turn around portfolio performance - successfully exceeded

target for portfolio for the first time

Awarded for streamlining compliance by chairing parity calls with parent

site; Ensured over 95% parity

Education

APEEJAY INSTITUTE OF MANAGEMENT PUNJAB, INDIA

Masters in Business Management May 1998 - May 2000

Delhi University New Delhi, India

Bachelor of Arts in Psychology & Economics Apr 1995 - Apr 1998

Skills & Interest

LANGUAGES: FLUENT IN ENGLISH, HINDI & PUNJABI

Computer Skills: MS Office, MS Access, Minitab

Interests: Listening to Music, Interacting with People & Travelling

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