Anuradha Arumugam

• Create and deliver Organization resource management reports that support decisions aligned to business goals on resource efficiency, budgets and optimization based on utilization across departments
• Coordinate with finance teams on resource management reports such as cost centres alignments and contract workers budget vs actuals. Actively involved in Finance reviews and maintain tab on cost overruns.
• Prepared presentations on business / operations reviews that represent performance on key result areas, SLAs, business initiatives and other process improvements in alignment with organization's priorities. Maintain, track and publish org scorecard across all departments.
• Optimized workload engagement by building Unified engagement workflow dashboard and unified engagement indicator tracker that tracks volume, cycle time and non core activities in collaboration with automation team
• Developed various guideline documents to support people managers on org level initiatives such as Engagement indicator playbook
• Support leadership in preparation of Org priorities, team accomplishments, business development slides and process deep dive presentations.
• Created curated internal learnings document to support L&D opportunities for all employees
• Conduct specific process workshops to drive key org objectives through participative management
• Designed engagement programs for employees at various levels within the organization, boosting engagement and morale - Women's Day celebration, potluck events, together Again, Celebrating Camaraderie, Year end Gratitude etc
• Org contact for Citizen verizon volunteering events and have coordinated close to 10+ events
• Lead the Unified employee engagement program for GSCI
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Devised custom org level action plans on all employee feedback such as Gallup surveys, GPTW surveys and action items secured through leadership and HR skip levels
• Lead the Sr. Director and Org Director staff calls and track action items to closure
• Conduct Sr. Director Town Halls coordinating with senior leaders and HR

• Led operations across regions such as AP, EMEA and AMS with a data centric approach aimed at delivering Key business results above and beyond Service Level Agreements through Process Optimization and elevated team performance
• Accountable for Accuracy of deliverables thereby improving Accuracy metric from 76% to 94% in Warranty Contractual Services and Bundle Support
• Derived Business Continuity Planning based on Process Criticality and Complexity including Periodic Mock Assessments. Led the Engagement Customer Operations Wing during Chennai Flood Situation by moving employees to Bangalore city and recovering business within 10workdays
• Sound Financial Acumen to compose Workforce requirements for New Business transition and meeting YTD budget proposals at EMEA region level
• Instrumental in synergizing ideas and execution of Key Organization Level programs covering aspects such as Talent Management, Career Growth, Employee Engagement, Contingent Workforce planning, Requisition Management, Voice of Workforce, Diversity and Inclusion Certified in Interviewing Skills and key member of panel for Campus, Walk ins and Internal Job postings
• Key Member of Internal ISO/ OPEX Maturity Model Audit Panel
• Consistent Track record of 94+ score in Voice of Workforce Survey YoY
• Highly Customer Focused with Customer Survey feedback scores beyond 95% YoY
• Handled 5 New Business transitions adding close to 28 HC worth of work with zero Observations and Non Conditional Process Sign Off

Led various teams such as Engagement Customer Operations, Simple and Complex Product Data Management across regions, Center Of Excellence PDM and Customer Master Database

KEY ACHIEVEMENTS IN PROJECT MANAGEMENT:-

• Center of Excellence
  Led the Center of Excellence Project for Complex Stock keeping Unit (SKU) team which comprises of converging similar processes across various regions (APJ – 6 HC, EMEA –17 HC and AMS – 24 HC) into one single team that shall aim to share same objectives,SLA and Process flow. Highly Collaborative with all Key stakeholders across WW regions
  to synergize the differences and arrived at a single SLA structure with all FTE fully cross trained. Process Flows mapped and NVA deviations were knocked off. This resulted in SKU readiness improvement from 11 BDs to 5 BDs and 4 FTE savings.
• Talent Management Program
  Conceptualized iEMERGE Program, a Program for Aspiring Internal Talent aimed at creating a pipe line of aspiring and ready now Front Line Managers which will bridge the Demand and supply in house thereby reiterating a reliable career path for in house talents.
  Results Delivered: Instrumental in creating the Project Framework that includes employee selection, training methodologies, trainer selections, finalizing topics based on Front Line managers Job descriptions, creating Learning Modules with experts, Project Timelines, Experiential Learning Units.
  Project Governance Management and Coordinated the project across WW Centers such as Dalian, Romania and Costa Rica. Ensure placements of graduated resources into Managerial Openings
  “The Project was executed with 10 members and spanned 8 months to meet all learning modules, hands on experience. 6 out of 10 members were successfully placed in managerial roles after program completion”
• Employee Engagement Program -Rewards and Recognition, Sakhi Forum
• Rewards and Recognition
   Ideated a revolutionary Rewards and Recognition (RnR) framework to address the ever challenging Voice of Workforce low score on RnR.
   Derived a framework that shall govern-
  o Timely recognition and On the spot recognition
  o Recognize all levels of employees and Equality across multiple departments
  o Recognition under meaningful categories such as performance, innovation, quality, leadership, partnership, customer focus, LSS projects, Service Awards etc
   Event Coordination of RnR Prestigious Award Ceremony
   Broke the myth on monetary rewards to appropriate, meaningful recognition
  Results Delivered: “The project was run for 4 quarters and the Voice of Workforce survey on Recognition category immensely improved to 88% from 71%”
• Sakhi Forum:
  Lead the forum created especially for women employees to cater to their wellbeing in terms of
   Career Building
   Addressing Workplace harassment issues, Personal safety inside and outside campus, Identifying danger traps and ways to overcome
   Depression from personal issues, Health hazards, Counseling based on severity
   Motherhood and break in career
• Contingent Workforce Management Project
  Pioneered Contingent hiring for applicable areas in TS GO through
   Identifying approved Third Party vendors and Sourcing candidates
   Mapping CW based on process complexity and budget availability
   CW Requisition Management and Follow through from Sourcing to onboarding
  Liaison SPOC between the organization and Third Party vendors
  Results Delivered: Approximately 140+ Contingent Workforce were hired from 3 majorThird Party Suppliers. End to End process from Requisition Management, Sourcing to Onboarding carried out within 7 months span