In this role, I was responsible to manage various projects under Recruitment & Employee Services, my primary focus was to organize, plan, schedule and report the performance of multiple projects withing the function. I was also responsible for budget planning, tracking and reporting spends to the Senior Leadership of the programI also developed an also developed a dashboard which reports real-time people and cost metrics to the leadership, which helps them to have meaningful conversations with Organization leaders and enables them to make quick decisions which impact the program positivelyOver the above said, I was also managing changes for my program, by demonstrating my technical and soft skills which I accumulated though my experience with Accenture, ensure all changes are managed with the plan and purpose which impacts the people and the program positively. The deep knowledge that I acquired with the time that I spent with the organization also put me in the position to be an executive advisor to the program leadership, I often engaged with the leadership group to understand the organizational goals and strategies of business and determined what changes can be made to better serve the company

As a Service Delivery Manager, my job was to deliver world-class HR operations services, which keep operations costs in check by consistently innovating at the process, product, and technology levels.While the micro-innovation culture took care of process improvements, the focus for me is to look at the products and technology that we used, A large opportunity was identified within the contact centre environment to manage to develop a chatbot that has capabilities to handle Tier1 Level queries for the organizationTechnology Innovation involved me in looking at tools that we used and comparing them to what is available at the market, which suits the team’s requirement and organization's vision of delivering value and making the right move to make a winThis initiative also made me involve in working with them CIO teams to develop custom products that can support the operations While a simple chatbot that can answer T1 queries was a vision, during the development process, the team realized that we could do more, and a specialized machine was designed to custom answer the queries from employees of the organization With the help of available technology and linking internal toold, we could build a world-class ChatBot which is now capable to play the role of a coach, guide, and a change agent

In this role, I managed a team of over 100 people throughout the tenure which was responsible to manage the HR contact centre along with managing the back-office operations for specific HR processes within the organization, I was responsible for end-to-end service delivery and transformation of the HR ProcessesService DeliveryMy responsibilities involved overseeing the productivity and quality of work within a team, conducting periodical analysis, and take team level decisions on running which aids in successful daily operations while ensuring the highest standards of quality Service TransformationIdentify end-user expectations, while understanding the future demands of the organization and recommend methods of process improvement, which also includes looking at products and tools that are used for Service DeliveryI was also responsible to drive the culture of micro-innovation within the team that I managed

I managed a team of 20 experienced HRSS professionals and was responsible to partner with HR COE leaders and HR operations program owners to ensure end-to-end processes are documented and that knowledge is transferred to the HR Shared Service center team.Also, manage inputs from stakeholders to continuously improve and develop the Service Transition process, procedures, and templatesOne of the core responsibilities was to address employee queries and data transactions within the agreed standards on quality, compliance, and service deliveryI also helped define requirements for systems that will facilitate increased efficiencies, automation and/or self-service for various HR processesManage escalation point for queries from team members and issues raised Owning maintenance and development of processes and services, ensuring continued compliance with agreed SLA's

• Run day to day operations of the IT service desk for a specific geography• Coordinate and work closely with inter departmental and customer contacts enhance customer relations and technical support. • Reviews all major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met.• Ensures that client issues are dealt with in an efficient manner, informing the Executive Director of any problems that may arise.• Works closely with the project team in order to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities within or related to the deliverables• Works closely with the project team in order to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities on the customer specific deliverables• Understand and stick to Firm policies and procedures.• IT Service Management (ITSM) based on ITIL best practices• ITIL Service Support areas of Incident, Problem, and Service Desk• ITIL Service Delivery areas of Service Level, and IT Service Continuity Management• Business Impact Assessment and Business Resumption/Disaster Recovery

Business Related - Ensure maximum productivity by meeting call targets, paid hours & AHTCustomer Related - Improve Customer Satisfaction. To meet or exceed all agreed SLA’s and stack parameters consistently.People Related - Improving skill level of people through development / training programs. Planning & executing Performance improvement Plans for associates with low performanceBusiness Excellence - To achieve business excellence by application of International StandardsCommunication - To ensure adherence to communication protocol, maintaining seamless communication with internal & external bodies

• Ensure maximum productivity by meeting call targets, paid hours • Improve Customer Satisfaction.• To meet or exceed all agreed SLAs and stack Parameters consistently. • Improving skill level of people through development / training programs• Planning & Executing Performance Improvement Plans for associates with low performance.• To achieve business excellence by application of International Standards (COPC, PCMM, 6 Sigma)