Feb 2020 – Dec 2022 · 2 yrs 10 mos · Bengaluru, Karnataka, India · Hybrid

• Global HR Delivery leadership,
• Driving Global One HR services excellence
• Global COE's alignment and engagement across multiple sites.
• Labour Law & Regional Compliance's.
• Global M&A Operations and Transition.
• D&I Frame Work to enhance- Hire to Retire experience.
• Developing, Operationalising and Managing Business Continuity framework.
• Operational reporting and continuous improvement.
• Support and facilitate Shared Service organizational structure and definition of roles and responsibilities
• Collaborate with HRIS to improve/enhance the Shared Services technology to better deliver services
• Engage with and influence decision making with key shared service stakeholders, such as the People Team or 3rd party vendors, to ensure efficient and cost-effective deliverables
• Development and implementation of service management frameworks in line with Atlassian strategic goals and practices.
• Ensure service governance and controls adhere to policies, regulations and audit requirements
• Frame Policies and drive Compliances

Jun 2019 – Jan 2020 · 7 mos · Bengaluru Area, India

• Develop People Plan and roadmap as per the business plan
• Design organization structure and JDs
• Preparation and review of people and facility management budget
• Management of compensation, on-boarding and termination processes
• Championing for people issues
• Maintain human resource records by designing a filing and retrieval system
• Supervising payroll and HR compliance vertical
• Implemented PMS and feedback sessions
• Identify training needs and facilitate people development activities
• Handle employee communication and engagement effectively.
• Facilitate the Reward and recognition process to drive motivation at
• workplace

Apr 2016 – Aug 2017 · 1 yr 4 mos · Bangalore

• Customer:
• Design and deploy various HR programs, focusing on employee satisfaction while ensuring alignment with business needs, organization values and culture, including programs and processes related to on-boarding & assimilation for senior roles, employee retention, performance appraisals for different employee categories, employee off-boarding, etc.
• Ensure day to day HR operations are conducted, while adhering to SLAs, with minimum escalations
• Finance:
• Reduction in operational costs by implementing effective processes
• Follow up for budget approvals for various automation tools, personal security requirements, etc.
• Review invoices and ensure effective, error-free processing
• Empanel / Remove vendors based on service and business requirements and track their service and SLAs
• Process:
• Design, review and manage HR processes to ensure compliance with process documentation
• Manage internal and external audits
• Understand, evaluate and implement HR automation tools
• Prepare and present MIS to aid decision making
• People:
• Set performance objectives for the team, aligned to organization goals and appraise against these objectives
• Coach and mentor team members
• Nominate for training programs based on role requirements and skill gaps

Sep 2014 – Feb 2016 · 1 yr 5 mos · Hyderabad Area, India

• People Management:
• Lead and develop a team of Leads, associates and Specialists; responsible for the overall direction, performance management, coordination and evaluation of the team. Manage the team and ensures high service delivery and execution
• Actively participate and drives the continuous improvement culture through ‘kaizen’ and lean projects. Identifies and eliminates barriers to accuracy, productivity, and quality.
• Achieve performance goals and objectives in line with the network wide vision and goals.
• Customer Service:
• Responds to queries from team, internal business partners, candidates, and customers including high level leadership teams.
• Managing key stakeholders both internal & external & partnering with them for process enhancement.
• Subject Matter Expertise:
• Acts as a Subject Matter Expert for customers, team and vendors
• Deep knowledge of the following areas: US Payroll , Employee Relations, Benefits, Retirement Plans, Stock, Wage & Hour
• Employee Relations & Compliance
• Communicate company policies and support implementation;
• Provide advocacy for business unit employees; assisting with issues/grievance resolution, coaching, etc.;
• Conduct investigations and advice management in the appropriate resolution of employee relation' issues;
• Project Management and Communications:
• Identify customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction. Participate in cross-functional process improvement initiatives
• Drives process improvements to enhance the operational efficiency of the site. Understand and effectively utilizes resources provided by internal systems, departments, policies, and procedures.

Aug 2012 – Aug 2014 · 2 yrs · Bengaluru Area, India

• Own the design of the HRA processes across the globe;
• Demonstrate the knowledge of processes and procedures relevant to the HRA area;
• Analyze the HRA related reports to observe trends and introduce improvements;
• Discuss with the Client/Partners the process design and process optimization – and introduce necessary changes/improvements;
• Update all required process documentation (process maps and procedures) and other documentation within agreed timeframes;
• Manage the HRA processes according to Target Corporation methodology and agreed transition plan,
• Supervise daily operations of assigned group of team members.
• Responsible for directing and scheduling the activities, as well as handling attendance tracking and time-off requests, as appropriate, in order to ensure that the team is always staffed to meet team goals.
• Maintain a Fast, Fun and Friendly team environment.
• Ensure all team goals are met or exceeded by reviewing and monitoring statistics.
• Ensure self-development by being proactive in identifying and participating in training and development programs, classes, seminars or work experience to strengthen capabilities for future performance.
• Account for mid and annual reviews, growth plan for team members.

Sep 2011 – Aug 2012 · 11 mos · Bengaluru Area, India

• Lead a Team of 20 FTE's and Specialists
• Responsibility for their Training, Productivity, Quality, Attendance and Annual Appraisal
• Pipeline management and work allocation supervision
• Part of the Hiring Team whenever additional associates were required for department
• Conduct Desk Audits and Email Audits as Internal Security for the Program to ensure data security of clients and end user.
• Interact with the clients to resolve any escalations from end user or clients.
• Handle Rewards and Recognition for the program and make sure the Associates were motivated at all times, and the environment is stress free.
• Responsible for Employee Retention and Employee Satisfaction.
• Responsible for Client Satisfaction and achieving all SLAs (Service Level Agreement)
• Decide relevant trainings based on Business requirements
• Plan training to emerging team players on soft skills
• Conducting weekly meetings for team and present the performance
• Drive team towards the team and organization goal
• Identify potential people issues amongst the team & resolve the same on a proactive basis

Aug 2009 – Jul 2011 · 1 yr 11 mos · New Delhi Area, India

• Leading a team of 20 FTEs & 4 SMEs
• Responsible for deliverables including Production targets, Quality, Queue Management and Issue resolution
• Analyses of reports including process dashboards, team performance reports, initiating appropriate action plans & trainings for outlier management
• First point of contact for all internal and client escalations
• Work with multiple internal & external functions, i.e. MIS team, TED, Finance, FMG, client technical helpdesk and customer support team etc to meet customer needs with a focus on business process improvement and customer relations
• Performance appraisal of team members and counseling for performance and capability building based on process goals
• Staff motivation and attrition control through effective management, career development and career mapping
• Process training supervision and planning.

Jan 2007 – Aug 2009 · 2 yrs 7 mos · Bengaluru Area, India

• Responsible for resolving customer issues on mortgage
• Specially trained to handle specific escalation calls
• Consistently met and exceeded required CPM’s (CSAT, AHT and Quality)
• Check on basic HMDA rules
• Establishing quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the FDCPA and OFT regulations
• Implementing recovery strategies in case of payment defaults, handling disputes and defaulters by initiating appropriate actions
• Core Processing policies/requests
• Meeting and exceeding performance indicators
• Engage in improving processes through reengineering, system checks, process automation
• Handle internal Queries on a regular basis
• Review and report daily key operational variables
• Train, mentor, and coach team members to help climb them the learning curve
• Act as a change agent and provide implementation assistance as and when the need arises
• Provide subject matter expertise on processes
• Update reporting manager on process performance and critical people issues.
• Plan training for new joiners and existing team based on requirements
• Conduct sessions to generate process improvement ideas in team
• Adhere & ensure the team follows the ISO objectives/standards
• SPOC for both internal & external clients in absence of team manager

Jan 1998 – Dec 2006 · 8 yrs 11 mos · Bengaluru Area, India

• Managing Production and labour compliances
• Represent the Company at trade fairs
• Manages Monthly payroll and Taxation process
• International Client relationship
• Expenses and profit loss management
• Manage End to End inventory and production
• Leave and employee management