1. SARMISTHA CHAKRABORTY
Ph: +91- 9538744487 Email: sarmishtha.chakraborty@gmail.com
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HUMAN RESOURCES MANAGEMENT / SERVICE DELIVERY
In-depth knowledge of process design, service delivery and customer service landscape to help organization increase
helpdesk productivity and operational efficiency while delivering a consistently high customer experience
Proven project management, communication and stakeholder management skills
Adept at identifying performance gaps to complement business interests, drive process initiatives and development needs
in a compelling manner.
-------------------------------------KEY STRENGTHS & AREAS OF INTEREST------------------------------------------------
Process Transitions Stakeholder Management Transformation
Project Management Human Resources People Management
----------------------------------------------------------CORE COMPETENCIES-----------------------------------------------------
13+ years of hands on experience in Human Resources, Service Delivery, Transitions and Transformation
In-depth knowledge of BPO life cycle from transition to service delivery; managing SLAs, designing procedures and
flows, reporting, analysis, recruiting and training
Good know-how of HR/Payroll platforms like Microsoft Dynamics, People Soft version 7.0 to 8.8, Oracle & SAP
applications in HRO for Captive UK, US & India Payrolls & Employee Data Management
-------------------------------------------------------PROFFESSIONAL PROFILE--------------------------------------------
Capgemini India Pvt. Ltd, Bangalore (Aug’08 – to date)
CURRENT ROLE:
HR Business Partner O6, HRBP for 1300+ employees Jan’15 to date
Attract, retain and develop talent
Right resource for the right role- Promote first, transfer second and hire third
Employee engagement- skip levels, reach outs, new joiner orientations, town halls
Influencing the Business on their Annual Remuneration Movement : 50% N-1 hiring and 60% fresher hiring
Identification of Hi potential resources and planning the interventions
Retention of 90% of the High Potential employees
Coaching and mentoring the people managers on People Practises
Action plans for non-performers
Sanity checks on the promotion & iDevelop (Development Center) nominations
Driving Organisational initiates like Performance Reviews to 100% completion
Adhering to the Employee Relations framework with 100% documentation
Project Manager HR Transformation – Additional Responsibility Aug’15 – Jan’16
Setting up a team of highly skilled professionals who are responsible for all HR queries
Ensuring accountability within the team for an exceptional customer experience
Responsible for maintaining a strong bridge between HRO and the HR organisation
Demonstrate project management experience
Anticipate and effectively manage resistance to change
Break down barriers to cross-functional collaboration
HR Analysis and Data Reporting & Global Employee Survey SBU Champion, HR Centre of Excellence (Global
BPO) Sep’13 – Dec’14
Manage data and reporting for all the 19 BPO countries with a total strength of 15500 employees
2. Responsible for maintaining of VP data along with their Compensation, Promotion and Performance Reviews
Responsible for preparing and publishing the Quarterly HR Dashboard and Pyramid Remuneration report for BPO
Publishing half yearly fresher hire forecast to the Executive Committee
SBU Champion for Global Employee Survey, point of contact to the countries for any data or report related queries
Point of contact for all the country HR teams for all Global Talent Management activities, e.g., Talent Review and
Annual Calibration
Key member to the Global Talent Management Team, actively involved for the senior managers’ talent reviews
Engagement Lead North America HRSS Senior Consultant O5 Jan’12 – Sep’13
Service delivery lead for North America HR shared services team of 40-members, including 6 Team Leaders
Ensures accountability within the team for an exceptional customer experience
Co-ordination of internal training programs in consultation with customer
Responsible for maintaining client relationship
Service delivery owner and accountable for SLA and client billing
Promoting and implementing improvement ideas that help increase efficiency and add value to the client business
Managing Communications with regards to the Change during the Implementation of the new system
Technology: PeopleSoft, Business Objects & enate
Team Lead UK HRSS Senior Consultant O4 Aug’08 – Dec’11
Transition and stabilize processes from on-shore for 3 teams: HR Helpdesk, Offer Management and New Joiner On-
boarding with overall scope of+30 processes
Complete ownership of KT including developing and documenting processes and procedures
Monitoring, coaching, mentoring and developing team members
Client relationship management and daily, weekly and monthly connect across operational, tactical and strategic
activities
Project Manage and transition of new scope addition
Transitioned HR Queries and L&D activities of Sogeti UK to Capgemini India (Kolkata)
Technology: Oracle 11i, Business Objects & ImageNow
---------------------------------------------------------PREVIOUS ASSOCIATIONS--------------------------------------------------------
Vertex India Ltd - Senior HR Executive Sep’07 – Aug’08
Subject Matter Expert for a team of 15 HR professionals. Responsible for successfully implementing Off-shored HR Shared
Services for Vertex UK employees
Daily Agent Performance and Login/Logout Reports and allocating priorities to the Team in CCMA
Monitoring the queues in HR enquiries to meet the client requirements and SLAs
Training and mentoring the new hires for UK HR Policies and Procedures.
Technology: SAP HR, Frontline Mainframe, MOSS HR Solutions & Microsoft Dynamics
Xansa India Ltd - HR Executive Aug’04 – Sep’07
People Soft specialist to manage Xansa employees HR information
Resolve employee queries(phone & emails) from Xansa UK relating to policies and procedures
Managing the Sickness Absence for the Xansa UK employees
Assigned to lead a pilot with a Third Party to analyze the sick leaves
Aiding in Redundancy drives in close collaboration with the HR Business Partners and calculating Redundancy
payments for the effected employees.
Issuing reference letter to Indian employees visiting client side
Technology: People Soft, Markview scanning solutions & Lotus Notes
Sep’03 – Aug’04: Customer Service Representative (Daksh eServices).
Mar’03 – Sep’03: Marketing Executive (Live Wire Call Centre Services).
