1. Kirti Dutta
Flat No: D - 414, GangaSparsh, Mob No: 8007777436
Undri, Pune – 411028 email : hinge.kirti@gmail.com
Career Objective:
Currently working as Case Lead with Global HR operations of Credit Suisse and aspiring to
take more challanging role in operations.
Professional Synopsis:
 Currently working as a Case Lead with Global HR Operations of Credit-Suisse since
1st October 2011
 Prior to Credit Suisse,worked as a Case Lead with Wipro from July 2008 to September
2011
 Prior to Wipro, worked withMphasis as a Customer Support Officer for a Banking
Process from June 2007 to May 2008
Work Experience:
Credit Suisse, Global HR Operations
1 October 2011 till date
Case Lead- HR Service Center
Business context and Role Description:
 Selected for conversion from Wipro to CS employee.
 Leadership role managing operations in captive shared service
 Currently leading the AskHR /Contact Center and HR System Support teams.
Responsible to cover 3 regions- Asia Pacific, EMEA and Americas
Contact Center provides assistance on a wide range of HR requests throughout the
entire employee life cycle ranging from Recruiting to Offboarding.
HR System Support is a global support team which manages all HR defined
applications. We provide support on access requests, navigations and technical
queries over the phone, via emails and AskHR cases
 Have extensive experience in leading the Employee Data team. Major activities
involved - Personal Data updates, HR updates ,Organizational Structure update, Data
corrections and Data quality.
 Managed International Assignment Mgmt (IAM), Talent Review and Promotions
 Managed the Global Letter process (APAC, EMEA and USA). Led the transition of
EMEA – UK Employment Verification process.
 Thorough knowledge of the HR processes handled by workstreams -Recruitments,
Onboarding, Payroll, Time &Attendance and Offboarding teams.

2.  Work closelywith the HR Business Partners- providing solutions to their HR needs,
explaining policies and procedures and also collating feedback on process
improvements and working with SME’s to implement the same.
 Work closelywith the various workstreams to resolve process issues and also to
understand the nuances and downstream impacts of HR SC transactions.
 Work closelywith the SME - ensure that all content used by the Service Center are
updated, keep up to date with process changes, implement changes to reduce process
in-efficiencies and make it more efficient and compliant.
 Drive the team to provide timely and accurate solutions, meet the required metrics,
and provide exceptional employee satisfaction and process improvements.
 Ensure all HR processes incorporate appropriate control mechanisms including
MICOS, SOX obligations, data protectionand compliance tasks
 Ensures Customer Satisfaction is attained within HR Service Center.
 Supports the people management strategy of the HR Service Center (e.g. training,
engagement, mentoring, succession planning, compensation and awards as well as
retention). Motivate teams through effective monitoring, coaching and providing a
positive work environment
 Contributes to service improvement and optimization by participating in (leading)
relevant projects.
 Ensures all administrative tasks (holiday planning, working time etc.) are
accomplished according to internal policies and legal requirements.
 Implement the service delivery strategy and execution across all supported locations
and client groups.
 Involved in hiring of analysts for all HR processes in the HR Service Center
 Ensures efficient and complex service delivery by managing appropriate numbers of
trained staff is available to maintain service levels.
Wipro BPO, Pune
3rd July 2008 till 30 September 2011
Quality Analyst– HR Operations
Business context and Role Description: Started with Wipro as a Jr. Analyst in July 2008
supporting Employee Data, IAM, Talent Review, Promotions, Time & Attendance and
Offboarding work streams and was promoted as Quality Analyst (QA) in April 2010 and
subsequently promoted as a Case Lead (Team Lead) in March 2011
Detailedduties and responsibilities as a QA and Case Lead:
 Audit calls and transactions processed and provide weekly and monthly performance
feedback
 Identify areas of improvement and work with workstream leads/SME’s to address gaps.
 Analyze and publish defects and areas of improvement for the teams

3.  Prepare documents, presentations, reports, metrics and analyses according to
requirements
 Ensure GRR by conducting internal and external calibration
 Partners with global/regional/local Human Resources teams to execute and support
Human Resource processes.
 Guides and advises the management team regarding the implementation of HR processes,
such as, Talent reviews, performance management and promotions.
 Content management: HR documents and templates, HR intranet pages update
(improving self-service model), etc.
 Leading SME calls for query resolutions and knowledge transfer.
 Collation, Auditing and maintenance of SOX data for the team
 Interaction with the HR counterpart to manage approvals, confirmations and salary
changes
 Conducting One on One with the team members on the monthly basis to address their
queries
 Monitoring, identifying and resolving performance/behavior issues using the prescribed
performance management techniques
 Counsel / handle grievances and inculcate community development activities
 Handle the Performance Appraisal process and identify arenas for enhancing the same
 Initiate Talent Pool Management, rewards and recognition programs, and implement an
incentive system to motivate employees
Tools Used:
 CRM (PeopleSoft)
 OneHRIS (HRMS)
 MyHR Portal
 E-files, Dimars, Sharepoint
 Taleo
 MS-Office Tools
 Transaction Monitoring Tool
 MyPerformance
Mphasis an EDS Company, Pune
Associate, 2007-2008
Process Name: Pioneer’s
Business context and Role Description:
Worked as a Customer Support Officer in a Voice process. The major responsibility was to
take calls and handle escalations when required. Handle queries on credit cards - such as lost
/ broken/ stolen credit cards of the customers. Understanding employee query and providing
accurate resolutions.

4. .
Detailedduties and responsibilities:
 Taking inbound calls and answer customer queries
 Manage escalation calls when required
 Preventing escalations by analyzing problems, trends and making proposals to fix the
cause of problems
 Communicating Process Updates and other important communication to the team
 Producing a shift report detailing problems/escalations encountered and action taken,
major incidents and their impact and any incomplete and/or delayed work
 Documenting known problem workarounds or resolution for future use for the team
Education:
Bachelor of Science, University of Pune; 2007
Diploma from NIIT Institute (programming languages – C, C++, Java, .Net, SQL);
2008
Projects Completed:
 Completed Lean Training & Project on TAT reduction in WFD APAC
 Completed Green Belt Training & Project on Contact Center Resolution Time
Improvement
Recent Achievement:
 Awarded Star Performer in Quality in Q4’2010
 Awarded 5P award (culture carrier award for Professional and Proactive behavior) in
Q4’2013
 Kaizen Award in Q3’2015
Personal Details:
Permanent Address : Flat No: D - 414, Ganga Sparsh, Undri, Pune – 411028
Date of Birth : 6 September ‘86
Marital Status : Married
Nationality : Indian
Languages Known : English, Hindi and Marathi