Sep 2021 – Dec 2022 · 1 yr 3 mos · Bengaluru, Karnataka, India · Hybrid

• Administered and managed five HRO and one F&A (Banking/Loan Operations/Credit Cards/Overdraft) project from a training delivery, content creation, reviewing and interviews perspective.
• Trained new hires on Voice and Accent (Parts of speech; Subject Verb Agreement; Articles; Sounds; Culture Sensitization – US & UK culture; Email and call etiquette; Punctuation, Vowels and consonant sounds; Tenses; Indianisms; MTI; Active listening; Empathy and sympathy; Pronunciation and Enunciation) covering international clients (Tourism and transportation, Automobile, Banking Operations, Health Insurance and Cosmetics) and geographical locations such as India (Bengaluru, Mumbai and Delhi), Manila and Romania.
• In addition, facilitated trainings over Talent acquisition, Talent management, Benefits, WFA, soft skills, communications, Payroll, Data privacy, MS Excel and Behavioral health via Instructor led training (ILT), Virtual instructor led training (VILT), Web based training (WBT), Refresher training, Induction/new hire training and business needs as assigned.
• Prepared KPIs (Including Dashboards and Graphical Presentation) and published the data on a regular basis to Managers/Senior Leaders. Effectively liaised between stakeholders, GPO and employees to maintain and improve company-employee relations.
• Developed and maintained Standard Operating/Desktop Procedures/training materials considering the principles of root cause analysis (RCA) & upstream and downstream processes pertaining to HRO and F&A projects. Identified process gaps/exceptions and recommended possible solutions.
• Conducted process knowledge test (PKT), Knowledge transfer (KT) assessments, extracted results, analyzed formatted and recommended mitigation plans.
• Supported multiple service line with PKT, SRT, KT and go-live phases by implementing root cause analysis, providing process improvement suggestions and solutions for APAC, MEA and South Africa region.

Feb 2021 – Apr 2021 · 2 mos · Bengaluru, Karnataka, India

• Ensured accurate and timely validation and processing of sick pay, holiday pay, PTO, longevity payouts and wellness allowance.
• Acquired understanding and expertise in Volt’s Pay-Bill Processes.
• Provided Customer Service both internally and externally in an efficient and effective manner.
• Performed all other duties as assigned and as required for the quality performance of Shared Accounting Services.

Mar 2020 – Dec 2020 · 9 mos · Bengaluru, Karnataka, India

• Participated in creation of tax footnotes for public tax filings to improve corporate credibility.
• Liaised with global tax teams and scheduled tax briefings for local and international corporate clients.
• Generated, analyzed, consolidated and delivered monthly billing (Tax equalization, out of scope, Closed, Approved) and tax return status reports.
• Accessed, validated, edited the final invoice as per client’s standards and delivered to respective country teams. Coordinated with General Council Office (GCO) and raised clarifications for the same.

Mar 2019 – Sep 2019 · 6 mos · Bengaluru, Karnataka, India

• Administered benefits programs, analyzed compensation and other competitive data and prepared budgets.
• Implemented quality control initiatives to reduce downtime and increase revenue.
• Handled all issue resolution tasks and delivered technical assistance in use of Kaizen and Lean
• methodologies.
• Responded to inquiries regarding policies and programs including benefits, attendance and payroll
• deductions.
• Liaised with country officials and departments to develop management strategy and provide cohesive
• information regarding employee data and improvement plans.

Feb 2018 – Oct 2018 · 8 mos · Greater Bengaluru Area

• Developed and communicated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
• Communicated with vendors, doctors and nurses regarding back-order availability, future inventory and special orders.
• Met all customer call guidelines including service levels, handle time and productivity.
• Performed data entry to record call notes, suggestions and questions.
• Handling user calls validation process and ensure the client satisfaction as well as user fulfilment.

Sep 2016 – Jan 2018 · 1 yr 4 mos

• In Liaison with FCA (Financial Conduct Authority) researched accounts and completed due diligence to
• resolve collection problems.
• Monitored accounts for compliance with established payment plans and flagged those in violation.
• Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
• Counselled debtors on payment options and arranged instalment agreements.
• Liaison with structural departments to resolve customer related enquiries and encounter drastic measures.