• Leading and managing a high-performing team of 21 skilled professionals, including 2 team leaders who are responsible for seamlessly handling and optimizing HR operations.• Driving business transformation projects by collaborating with team leaders, Business Excellence team, and automation developers, and strategically implementing business optimization ideas.• Collaboratively creating annual team objectives and conducting monthly evaluations of team performance for achieving team’s strategic goal.• Complying with all Client and Accenture Data Security/ Data Protection and Quality requirements• Performing RCA on issues faced and suggesting appropriate corrective actions for current remediation and future controls.• Complying with all client and Accenture Data Security/ Data Protection and Quality requirements• Ensuring the delivery of commercial aspects of the outsourcing agreement, as well as maintaining standards of service (related to quality, effectiveness, productivity, and efficiency) in accordance with agreed SLAs on daily basis.• Performance reviews, coaching, career development and work assignment for the team• Checking the performance of representatives & implementing individual action plans for providing feedback on performance• Mentoring the team and addressing issues pertaining to process updates, policy and procedures change• Maintaining the quality, systems, processes, and methodologies as specified in the SOW to ensure effective monitoring, control, and support of service delivery.• Managing requests per SLA while effectively coordinating with various supporting functions to consistently deliver results within agreed timescales.• Driving service excellence by monitoring the overall functioning of the process, identifying areas of opportunity, and recommending process improvements and Business Transformation.

Duties & Responsibilities:• Monitoring calls and emails and providing feedback to the advisors.• Understand business requirement; coordinate in developing process flows, implementing and transitioning processes line with internal guidelines.• Helping Learning and Development Department to improve the training process• Handling complaints and queries raised by UK based clients and giving resolution within TAT• Analyzing escalations raised by clients and preparing action plans• Creating WTD, MTD reports and submit them to higher level managements

Designation : North Gate Arinso, Cochin (Sept 2011 to Jan2014) Designation : HR Associate Client : Convergys Corporation, USA Duties & Responsibilities: • Managing a team of 11 members who handle queries from US based employees on Benefits, Leave of Absence, HR admin, Garnishments, Payroll, Termination, etc. Queries are handled via inbound calls, offline cases and emails. Total population supported is above 20,000.• Processing STD payment for employees in different job levels.• End to End processing of Leave of Absence.• Resolving various issues related to Leave of absence, Benefits, Payroll and Life insurance, Reimbursement, Termination etc..• Handling client escalations and preparing action plans.• Initiating calls with clients and onshore NGA team to discuss process improvements.• Find out resolutions for Escalations raised by ER managers within TAT.• Work with the employees and their line managers to resolve issues related to leave of absence, benefits etc.• Coordinate different departments like payroll and benefits while employees are on Leave of absence.• Update Tools like Absent Management System, PeopleSoft, Ecase etc

• Worked as a virus removal consultant for McAfee Platinum paid services.• Handled inbound calls from US customers of McAfee.• Remotely access computers and trouble shoot.