Anirudh Verma
Resurce Management and Workforce Management leader
New Delhi
Summary
15+ Yrs. of multi-functional experience in Resource Management, Workforce Management (Forecasting, Scheduling & Capacity Planning), Business Efficiency Improvement, MIS, Reporting and Analytics
Overview
19
19
years of professional experience
3
3
years of post-secondary education
Work History
Assistant Director
Ernst and young
6 2016 - Current
- Spearheaded the establishment of a centralized resource management and planning function, introducing structured planning to an environment previously characterized by fluctuating demand and supply.
- Developed and implemented staffing protocols based on engagement fees, complexity, and client priority, enhancing project alignment with business objectives.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Provided accurate Management Information Systems (MIS) reporting, enabling informed operational decisions and supporting an Evolve operating model for sustainable, quality-centric growth.
- Centralized view of opportunity, availability, allocations, utilization to enable optimal resource deployment.
- Allocation of work to the right resources while providing continuity to the extent relevant and feasible.
- Cost optimized Hiring plan- Interns, Auditors, Contingent workers (GTH, Temps).
- Resource inventory management- Attrition/ Backfill impact on portfolios.
- Key workflow metrics reporting- Booking accuracy & compliance, Billed Vs Booked Statistics, budget variance etc.
- Closely worked with Finance team to Enhanced chargeability, leverage, and recovered rate.
Lead Business Analyst
American Express
02.2014 - 06.2016
- Handled PAN India back office and front office forecasting and scheduling for 500 employees spread across 28 different process, 2 geographical locations and 4 different centers.
- Monthly review on forecast variance with scheduling and mitigation plan to curb the impact.
- Closely work with finance team to re-engineer the excess HC against open hiring at office level.
- Co-ordination with business leaders for any deviation in the budgeted plan due to change in assumptions.
- Migration of scheduling process to E-WFM tool to enhanced accuracy and efficiency.
- Conducted training sessions for end-users on new software features, increasing overall user adoption rates and improving system utilization.
- Increased team productivity through effective communication, collaboration and workforce management strategies.
Assistant Manager
WNS Global Services
11.2007 - 02.2014
- Workforce planning for UK, US, Australia and Singapore based Travel process
- Managed scheduling span of more than 800 FTEs divided between 4 Business units, 3 locations and 2 geographical regions
- Worked on Verint and other tools like-CMS, CRDB etc
Managed schedule adherence, break adherence and staffing as per contractual obligation of the clients (Program specific) - Updating the program owners on staffing shortages and leakage on break /schedule adherence.
- Follow Up with Team Leaders in regards with agent adherence
Solving all queries & problems related to agents' schedule for US/UK clients - Processing exceptions of all the agents putted by respective supervisors
- Acting as a mentor for new joiners
- Worked as a Duty Manager in the absence of Team Leader.
Sr. Customer service associate
Atsoft Services
08.2005 - 10.2007
Education
B.Com -
Delhi university
04.2003 - 05.2006
Skills
Resource Management
Strategic Thinking
Cost optimization
Workforce Management
Stakeholder Management
Seat utilization
Links - Linkedinprofile
Linkedin Profile
Details
43/18 East Azad Nagar, New Delhi, 110051, 09953194945, anirudh.verma@outlook.com, Delhi, Haryana
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Punjabi
Upper intermediate (B2)
Timeline
Lead Business Analyst
American Express
02.2014 - 06.2016
Assistant Manager
WNS Global Services
11.2007 - 02.2014
Sr. Customer service associate
Atsoft Services
08.2005 - 10.2007
B.Com -
Delhi university
04.2003 - 05.2006
Assistant Director
Ernst and young
6 2016 - Current
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