Jul 2025 – Present · 10 mos

• Key Responsibilities:
• Lead and drive technical payroll programs by partnering with global engineering, product, and operations teams to deliver scalable, secure, and compliant solutions.
• Translate business and compliance requirements into technical deliverables, managing the full program lifecycle from planning and design to implementation and post-launch support.
• Manage system enhancements, automation initiatives, and integrations across payroll platforms, ensuring data integrity, accuracy, and minimal disruption to users.
• Align cross-functional stakeholders—including tech, HR, finance, and legal—on program goals, timelines, and risk mitigation strategies.
• Own program tracking, documentation, and reporting through internal dashboards, ensuring transparency and accountability.
• Facilitate agile ceremonies, sprint planning, and technical deep-dives with engineering teams to maintain program momentum and resolve blockers.
• Lead root cause analysis and long-term resolution of technical issues impacting payroll processes or employee experience.
• Drive continuous improvement by identifying opportunities to modernize legacy systems, eliminate manual processes, and improve system performance.

Nov 2024 – Jul 2025 · 8 mos

• Key Responsibilities —
• Serve as the subject matter expert for technology implementations and risk-based security assessments within the payroll function.
• Work closely with vendors, vendor managers, and third-party security teams to evaluate multiple third-party security assessments, addressing high, medium, and low-risk findings, and implementing sustainable security processes and policy compliance.
• Collaborate with payroll senior leaders to obtain exceptions on assessment findings and ensure timely remediation.
• Perform comprehensive risk assessments across complex infrastructure, providing expert guidance on security protocols, authentication mechanisms, and risk mitigation strategies.
• Develop and maintain robust security frameworks, standard operating procedures (SOPs), and management methodologies to strengthen organizational resilience.
• Create, manage, and track project documentation and metrics to support transparency, compliance, and continuous improvement.
• Facilitate global communication and coordination across Amazon teams and diverse stakeholder groups to align on security goals and ensure consistent execution of initiatives.

Nov 2022 – Oct 2024 · 1 yr 11 mos

• Key Responsibilities —
• Working closely with payroll directors and senior leaders to provide portfolio health reporting and strategic program insights.
• Collaborating with change managers, project managers, vendor managers, risk managers, and business analysts for project prioritization and maintaining the organization's service catalog.
• Extracting and analyzing highly confidential payroll data to identify defects and support operational improvements.
• Core member of the Planview project to support capacity forecasting and effective resource management across payroll functions.
• Partnering with global payroll teams to enhance current processes and develop or update standard operating procedures.
• Leading initiatives focused on payroll employee mental well-being and physical health as part of wellness programs.
• Acting as Point of Contact for budget allocation and execution of payroll-related ad hoc programs.
• Designing, creating, and maintaining internal wiki web pages for payroll teams using HTML for process documentation and knowledge sharing.

Sep 2021 – Nov 2022 · 1 yr 2 mos

• Key Responsibilities —
• Working closely with candidates and hiring managers.
• Sourcing tech and non-tech candidates on LinkedIn, Naukri, Bayt and similar platforms.
• Screen & identify if the shortlisted candidates are a right fit for the role on various parameters.
• Assisting in the coordination of other recruiting activities as needed.
• Brief candidates on the assessments to be taken & place them according to process.
• Coordinate with the candidates through the interview process and ensuring completion by guiding the candidates with appropriate solutions.
• Providing follow-up correspondence to candidates on assessment/recruiting status via phone or email and provide timely update to the recruiting managers.

Jul 2020 – Sep 2021 · 1 yr 2 mos

• Key Responsibilities —
• Assisting team of upto 30-50 associates.
• Proactively aiding internal associates with difficult contacts for both voice and non voice.
• Authorizing concessions limits which are above associate level.
• Always up to date with the latest techniques, tools, and processes knowledge.
• Last line of defense for manager escalation contacts.

Mar 2018 – Jul 2020 · 2 yrs 4 mos

• Key Responsibilities —
• Managing team of upto 15 to 20 associates.
• Providing training and refreshers sessions to the new hires and peers.
• Track metrics of associates and trainers and report any gaps to the leadership team.
• Regularly monitoring the queue in search of assistance opportunities.
• Proactively aiding teammates with difficult contacts for both voice and non voice.
• Facilitating communication between associates and the management team via the ticketing process.
• Authorizing concessions limits which are above associate level.
• Working on projects or tasks to identify and ultimately resolve customer pain-points.
• Awards and Recognitions —
• Subject Matter Expert in Process Knowledge

Aug 2016 – Mar 2018 · 1 yr 7 mos

• Key Responsibilities —
• Communicate via email and telephone with external and internal customers to make informed decisions about risk.
• Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends.
• Investigate suspicious buyer activity and behavior that could pose a risk to Amazon, our customer’s, or merchants.
• Maintain Amazon's site quality by enforcing Amazon's Policy Guidelines.
• Awards and Recognitions —
• Gold Award in Lowest Contact Handle Time

Oct 2015 – Aug 2016 · 10 mos

• Key Responsibilities —
• Handling domestic and international contacts.
• Resolving day 2 day retail customer queries.
• First line of defense in customer service.
• Awards and Recognitions —
• Voice of Associate
• Customer Obsession Award
• Gold Award in Positive Rate Response