Manager Operations
ADP (India) Private Limited
Total years of experience :18 years, 9 Months
Team Management (15) Role:
•Responsible for creating reports for different of metrics for performance management
•Managing and Supervising multiple payroll implementation of SBS, Majors and Nationals client through telephone payroll system and team pay web based payroll services also transitioning it to client service team
•Administering processing of end to end payroll for all the Canadian clients also ensured their payrolls run successfully without any major errors
•Ensuring NPS (Net Promoter Score) of all the clients are achieved also consistency of 95% is maintained
•Conducting weekly call calibration sessions with business partners to reduce the variation in the calls as per BU expectations and ensured 100% compliance is maintained for all Canadian payroll legislations.
•Supervising weekly dashboard preparation which are sent to the Canadian counterparts for reporting the regular progress of team
•Playing an active role in Innovation Team to support and implement all appropriate ideas across the departments and enhancing the performance of the team members. Accomplishments:
•Distinguished efforts in setting the entire process also ensured process is effectively migrated; process was migrated from Canada to India and built the entire process flow in coordination with the Canadian Business Managers
•Stellar role in maintaining NPS Scores at well over 90% and ensured the clients are billed on time
•Played a pivotal role in achieving over $147, 157 for the last quarter which helped the team to exceed the forecasted plan year after year.
Currently managing 6 teams with a total head count of 100+ FTE'S which includes client and non-client facing teams.
•Teams are primarily involved in managing all HR related functions for small, mid-size and large business corporations with hundreds of employees.
•Primarily managing all Payroll, Time and HR benefits tasks in seamless manner whilst delivering best in class service
•Manages business with revenue of $ 5M CAD and work very closely with all business stake holders.
•Responsible for hiring, training and managing performance of all the teams and ensure all business units targets are met on a month of month basis.
•Process mapping and revaluation of existing process and driving efficiencies.
•Driven and delivered multiple automation across different business verticals by working closely with all internal stake holders.
•Focus of business transformation to ensure all redundant steps are eliminated to drive revenue generation coupled with delivering better client and associate experience.
•Stake holder Management by meeting VP and Sr directors of the business to calibrate business goals.
•Planning all associate engagement activities to retain and drive employee loyalty.
•Preparing KPI's for all the teams in partnership with onshore senior leaders to drive business profitability.
•Leader of leader's, working closely with all front-line leaders to drive improved client experience.
•Hands on with setting up new businesses and building successful teams. Accomplishments:
•Driven the teams to meet their revenue and client experience targets YoY.
•Delivered multiple HR client facing and back-office business projects which resulted in FTE/revenue savings.
•Best in class NPS scores across all business which resulted in getting more business to India.
•90% associate retention with best employee engagement scores across all teams
•Travelled to Canada multiple times and was able to secure additional business.
Team Management (85) Role:
•Currently managing 6 teams with a total head count of + FTE'S which includes both voice and non voice teams.
•These teams comprise of multiple payroll implementations, time and Labor teams of SBS, Majors and Nationals clients through telephone payroll system, Ezlabor manager and team pay web-based payroll services.
•Administering processing of end-to-end payroll for all the Canadian clients also ensured their payrolls run successfully without any major errors
•Ensuring YTD targets of NPS (Net Promoter Score) are met for all the teams and are sustained at +24(80% of promoters versus detractors) month and month basis.
•Monthly review meetings are conducted with Team leaders across businesses to review monthly targets.
•Currently working on process improvement initiatives across implementation teams and has initiated kaizen projects which are in advance stage of execution.
•Responsible for enhancing efficiency across implementation business.
•Regular and weekly meetings with onshore directors and managers to discuss forecast plan and strategy of implementation teams.
•Responsible for all ISMS and BCP initiatives across Employer services division for Canada offshore business.
•Handled multiple ISMS audits successfully without any exceptions for the past 3 years.
•Created all BCP reports for effective and robust back up plans with help of business contingency managers for my team. Accomplishments:
•Ensured that SBS segment of business has met their billing targets for the quarter and has been instrumental in getting more business for one of the configuration teams.
•Helped and designed the yearly goals for all implementation keeping in line with ADP organizational goals to achieve yearly fiscal goals.
Team Management (15) Role:
•Accountable for shift planning according to the volumes frequency on weekly basis
•Interacted weekly with the US customer to understand the process and product requirements
•Responsible for: o Attending meeting with the offshore team on team audit calls to seek feedback on team's performance also to discuss daily accuracy reports o Analysing quality reports to ensure that proper feedback is given to the team members o Setting targets for the entire team & individual team members and conducted periodic performance appraisal o Preparing shift schedule for teams keeping in view the forecasts offs, leaves, etc.
•Monitoring the queue proactively and ensuring TAT is met as per the client expectations
•Engaged in gathering production & quality reports/data, analysed the same, developed plan of action to enhance people & process performance and forwarded the same data on daily basis for MIS
•Led the team by balancing the leave utilization and getting them trained in required skill set
•Mentored potential team members for the next level and nominated them for learning and development workshops Accomplishments:
•Hold the credit of enhancing the CTQ from 87% to 95 % for the teams; received appreciation from the management for the same 2010?
•Received appreciation from the management as "Best Team Leading Skills" 2011
Role:
•Served as a Collection Advisor for inbound and Outbound Retail Current Account (RCA) process and focussed on achieving excellent call quality
•Prepared reports and supported manager in analyzing the data on timelines and FTR (First Time Resolution) Modules
•Accountable for mentoring new joiners on call handling, customer satisfaction & various domains to enhance the performance
•Supervised inbound and outbound calls quality; advised CSE Team and guided them to improve by providing feedback
•Managed retail collections which collects on overdrawn current and advance accounts to reduce delinquency on high priority
•Conducted brainstorming sessions and did a comprehensive analysis for reducing customer complaints via Fish Bone Analysis Module (Data was collected from the loyalty team to analyse the reason for the complaints. Data was analysed by Fish Bone Methodology and cause and effect for the raise in client complaints. This helped to relook at the overall process and devise effect method of reducing client complaints) Accomplishments:
•Taken charge of managerial position in his absence and managed the team efficiently
•Received "Best Trainee Award" while getting cross trained in 2009
•Distinguished efforts in getting team "Team of the Year Award" in 2008 for managing & mentoring team as SME and ensured that all the productivity and quality metrics are met. Responsible for auditing all the Collections Reports and monitored all the payments taken by the team. SPOC for all process related issues which included delivering feedback by listening to calls and conducted triad sessions with the managers
•Winner of "Star Call Award" for exceptional call handling skills in 2007 PREVIOUS EXPERIENCE
Accomplishments:
•Acted as a Customer Service Representative for handling both inbound and outbound calls
•Effectively managed all IT related issues of clients like installation of software and troubleshooting the same
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