Customer Service Management

Deepika Mangalampalli

Senior HR Manager

PROFILE SUMMARY

AREAS OF EXPERTISE

A competent professional with 10+ years’ experience in the areas of

Business Partnering

Human Resource Management, Operations, Process Management,

Employee Relations Management Client Serving and Help Desk Management

Strong domain knowledge in human resource management with

Manpower Planning

special focus on employee relations management, business

partnering, re-badging of employees, recruitment operations,

Succession Planning

positioning job vacancy details and assessing candidate

Talent Management Expert at managing & leading teams for running successful HR

operations & experience of developing procedures, service standards

Cost Control tools

for business excellence

Experienced in formulation and development of strategic business

Retention Mechanism

plans and handling various HR processes including manpower

PERSONAL SKILLS planning recruitment, selection, performance management and training

& development

Leadership Possess proactive attitude, capability to think in & out of the box.

Excellent interpersonal, communication and organizational skills with

Time management

abilities in team management and customer relationship management

Communication skills

Seeking middle to senior level positions in Human Resource Management /

Multitasking Shared Services / Operations / Process Management with a progress –

driven organization

Attention to detail

WORK EXPERIENCE

Interpersonal skills

HR Business Partner – Lead for 1200+ employees Aug ‘11 – Feb ‘14

Decision making

Genpact – Hyderabad – India to India (Sales, Collections, Customer Service,

Loyalty, Honesty & Integrity

F&A and Insurance teams)

HR Business Partner Apr ’09 – Jul ‘11

ACADEMIC QUALIFICATIONS

Genpact – Hyderabad – India to India (Sales and Customer Service teams)

Masters of Business

Administration (Human Resources)

Manager- Operations Jan ’08 – Mar ’09

2003, Osmania University,

Hyderabad, Andhra Pradesh (India)

Genpact – Hyderabad – Collections (Sales Finance Outbound Collections)

Assistant Manager/Team Lead – Operations Jun ’06 – Dec ’07

Genpact – Hyderabad – Collections (Sales Finance - Skip Team)

MIS Analyst Feb ’04 – May ’06

Genpact – Hyderabad – Collections (Sales Finance Outbound Collections)

PERSONAL DETAILS Key Responsibilities as HR Leader

Responsible for E2E HR operations for 1200+ employees site along with

Deepika Mangalampalli

2224, W. Geneva Rd. Hiring and Compensation & Benefits for the 2000+ employees strong

Peoria, IL 61615 business vertical based out of 5 different locations

Anchored re-badging process for multiple organizations to Genpact which

Mob: +1-309-***-****

included employees banding, compensation restructuring, policy and tools

E-mail: **********@*****.***

roll out and integrating them to the new culture

Planning and implementation of business unit organization and staffing,

diversity and talent management through succession planning and 360

Languages Known: English, Hindi degree feedback

and Telugu Drive cost-control measures for the organization through management of

bench, band mix, span, effective recruitment forecast, manpower planning

Nationality: Indian

by creating de-skilling opportunities

Exercise controllership on all HR Statutory and compliance related

Visa Status: L2 - EAD

activities such as background checks, service level agreements as applicable

Minimizing revenue leakage due to non-fills by hiring with in TAT and

create a hiring forecast plan basis operations requirement with no negative

impact on P&L

SIGNIFICANT ACHIEVEMENTS

Ensured smooth relocation of 900+ employees from one end of city to other ~ Over all 0.5% impact on attrition

Drove retention agenda and achieved the best ever retention number and exceeded t he retention target in year 2013

HR SPOC for the rebadging activities for the vertical: Successfully rebadged 120+ employees from 2 different

organizations in March 2013 and June 2012

Responsible for meeting the HR Score Card targets for the vertical: Achi eved best in class performance (consistently in

top 2 slots in month on month performance) in Yr. 2013 and Yr. 2012 Worked closely with the HR shared Services team

and successfully outsourced HR reporting for 2 verticals

Deployment Champ : Successfully deployed 153 employees out of 168 within the organization in a ramp down business

in a span of 45 days

Successfully streamlined and executed the Rewards & Recognitions program for India to India

Conducted trainings for new employees (from associates to VPs) for assimilation into the system, creating awareness on

the policies and procedure of organization within the first week

Implemented induction program for senior level management

Designed and launched buddy program “MITR” for associates between 1 – 6 months vintage

Took initiatives to work along with leadership through

o Reduction of Bench resources in Year 2010 ~ end to end: Plan for number of resources required in each process,

identify resources to be moved, discussion on bench movement, role identification and movement of

employees through redeployment across 3 verticals with minimum impact on attrition

o Led the Operating Plan discussion for Year 2012 and 2011 for Hyderabad

Streamlined the usage of Predictive Attrition Tracking : helped in reducing attrition %

Created and streamlined Reporting of Attrition for India to India

o Assigned monthly, quarterly and yearly targets for each service deliver unit

TRAININGS & CERTIFICATIONS

6 Sigma Green Belt DMAIC Methodology

Advanced MS Excel

Presentation skills

Coaching skills

(Deepika Mangalampalli)

Contact this candidate