Dexter A.

Director of Engineering

India31 yrs 3 mos experience

Highly StableAI Enabled

Key Highlights

Proven track record in HR service transformations.
Expertise in stakeholder management and HR Shared Services.
Passionate about driving HR innovation and employee engagement.

Stackforce AI infers this person is a strategic HR leader with expertise in HR Shared Services and operational excellence.

Contact

Skills

Core Skills

Hr Shared ServicesProject ManagementOperations ManagementCustomer Experience

Other Skills

AnalysisArtificial Intelligence (AI)BPOBusiness ProcessBusiness Process ImprovementBusiness Process Re-engineeringCRMCall CentersChange ManagementCollaborative LeadershipComplaint ManagementConsultingContact CentersContact Centre OperationsCross-functional Team Leadership

About

Experienced HR leader with a proven track record in orchestrating service transformations and fostering positive workplace cultures that drive efficiency and reduce grievances. I bring a visionary approach to HR strategy, backed by expertise in stakeholder management, HR Shared Services, digital HR technologies, Lean Six Sigma methodologies, and project leadership. Throughout my career, I've consistently delivered Business and HR solutions while navigating diverse cultural landscapes. My skill set includes process optimization, vendor management, and adept problem-solving abilities, all aimed at championing continuous improvement and advancing organizational excellence. I thrive in strategic planning, HR Shared Services, HR compliance, agile methodologies, process optimization, project management, data analytics, vendor management, and HRIS. I've been recognized for my achievements, which encompass the revitalization of HR Service Strategy, implementation of cost-saving initiatives, and streamlining of employee life cycles. I'm passionate about driving HR innovation and fostering an environment where employees can thrive, ultimately contributing to the overall success of organizations I'm a part of. Let's connect and explore how we can collaborate to enhance your HR initiatives.

Experience

31 yrs 3 mos

Total Experience

4 yrs 10 mos

Average Tenure

2 yrs 3 mos

Current Experience

Wolters kluwer

Director - HR Operations APAC

Mar 2024 – Present · 2 yrs 3 mos · Pune, Maharashtra, India · On-site

Natwest group

2 roles

Director - HR Shared Services

Promoted

Nov 2019 – Mar 2024 · 4 yrs 4 mos

Appointed as "Interim Head of HR Services" by the Executive Board, I assumed a leadership role during a demanding internal transformation, where I led critical initiatives and played a pivotal role in redefining our HR services for enhanced efficiency and effectiveness. My responsibilities included establishing global HR Shared Services operations, managing HR service delivery in India, and overseeing a dedicated team to ensure efficient and compliant HR services throughout the employee life cycle. I crafted a comprehensive HR service strategy covering functions like employee experience, recruitment, performance management, and compliance. Additionally, I managed complex transitions, designed a robust channel strategy to improve HR metrics, and played a key role in global projects for standardization and automation. My focus on fostering inclusive engagement across diverse team has been a constant.

HR Shared ServicesHR service deliveryemployee experienceperformance managementcomplianceglobal projects+2

Vice President HR Shared Services (Colleague Experience & Business Delivery)

Dec 2013 – Nov 2019 · 5 yrs 11 mos

Uninor (telenor group - norway)

General Manager - Head Contact Centre Operations for North & East India

Jan 2010 – Dec 2013 · 3 yrs 11 mos · Gurugram, Haryana, India

I had the privilege of leading Contact Centre Operations in North and East India, overseeing the delivery of top-notch Customer Service to a bustling business unit with more than 2500 dedicated team members. Through our Contact Centre Service Partners, we covered everything from Channel Helpline support to Backend and outbound operations. One of the defining moments of my tenure was orchestrating the smooth commercial launch of our contact center. We focused on continuous improvement and cost-effective process re-engineering to ensure we were always delivering the best. It's been an exciting journey of operational excellence.

Contact Centre OperationsCustomer Serviceprocess re-engineeringOperations ManagementCustomer Experience

Tata teleservices limited

Relationship Management Lead

Jun 2007 – Jan 2010 · 2 yrs 7 mos · Mumbai Metropolitan Region

I had the privilege of leading the successful commercial launch of our contact center, where we ensured continuous, cost-effective process re-engineering and delivered seamless customer service. Additionally, I managed the entire project, overseeing the setup of centralized outbound processes and back-office operations, which included customer complaint handling and SOP drafting. One noteworthy achievement was the development of our comprehensive complaint management tool, iSolve, which made it easy for our team to log customer complaints directly and ensured their timely resolution by the respective teams.

project managementcustomer complaint handlingSOP draftingOperations ManagementCustomer Experience