MALVIKA UPADHYAY

1. Manage Resource allocation for all the customer facing solution engineering request for both the teams.

2. Receive and analyses all resource requests that lands in all the three queues (CX, Cloud Operations and Appstech for all three pillars including ERPM and HCM).

3. Review and recommend project staffing – using request requirements and practice data such as: service catalog, history of engagements, Skills Matrix, availability, time estimates, utilization, business priorities etc.

4. Work closely with the Management Team and Subject Matter Experts to understand project staffing needs, prioritization information and capabilities vs staffing requirements.

5. Coordinate with managers as needed to review, recommend, and confirm resource assignments– sense of urgency required.

6. Ensuring all projects are staffed in a timely manner according to existing SLA's, proactively drive resource issues or escalations in a timely manner.

7. Lead / Participate in weekly resource meetings to address resourcing needs / share knowledge.

8. Support the development and maintenance of all data management-reporting tools related to resource management. Provide relevant resource data reports to management and Business optimization function at predetermined intervals and upon request including utilization, forecasting and KPI reports.

9. Maintain up-to-date information on the services delivered by the allocated team.

10. Document and track all open and committed resource assignments, forecast possible at-risk requests or practice resource constraints.

11. Analyses and report on key business metrics related to staffing, utilization, progress, issues, etc.

12. Propose process improvements around resource staffing across SE Solutions, while also ensuring process compliance across teams.

1. Managing operations with view to achieve business objectives and ensuring top & bottom customer satisfaction.

2. Ensuring systems and processes thereby delivering quality output while leading mentoring and monitoring the performance of the On Job Trainees to ensure efficiency in operations, meeting individual and group targets.

3. Creating an environment that sustains and encourages high performance.

4. Coordinating activities for identification of training needs of OJTs for upgrading technical skills.

5. Determining process gaps and designed & conducted training programs to enhance operational efficiency and retain talent by providing optimum opportunities for personal and professional growth.

6. Accountable for conducting regular meeting with team and management to discuss volumes processed; preparing rosters as per desk utilization and maintaining timesheets every month.

7. Played a key role in assessing current performance, processes and services and providing recommendations regarding process improvements to maximize customer satisfaction.

8. Interacting with the Client/Vendor in order to provide them with high quality and competitive services in a timely manner.

9. Acting as a virtual connecting link between the management & the team for dispersal of information. Distinguishing Key areas of obstructions and evolving immediate and long term resolutions.

10. Handled different teams: Inbound, Outbound, Email and Social Media.

1. Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.

2. Escalated incidents to next level to remain compliant with company's standards and procedures.

3. Planned, monitored and analyzed project costs to meet financial goals.

4. Updated customers and senior leaders on progress and roadblocks.

5. Monitored and tracked project metrics and collected data to share with project members.

6. Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.

7. Built successful project plans covering objectives, resources and staffing to meet schedules.

8. Following up with existing and new Clients.

9. Planning & implementing sales & marketing strategies.

10. Generating leads through various marketing activities and responsible for business

development.

11. Setting up a Channel Partner network for Raipur and Bilaspur.

12. Responsible for site visit executions and deal closing.

13. Identify, Select and manage external agencies for optimal results

14. Develop and maintain an agreed project plan and detailed stage plans.

15. Negotiating and converting the prospective HNI lead into booking.

16. Responsible for the successful initiation, planning, design, execution, monitoring,

controlling and closure of a project.

17. To make sure that projects are given sufficient resources, while managing relationships

with contributors and stakeholders.