Sravan Kumar Email & Phone Number

United Kingdom

As Payroll Manager for a global client, I lead payroll teams across the UK & Ireland, ensuring full compliance with UK payroll regulations, HMRC guidelines, and Real-Time Information (RTI) submissions. I focus on delivering exceptional customer service and building strong partner relationships, driving CSAT consistently to positive levels (green RAG status). Key responsibilities include leading payroll audits, managing escalations, and identifying process improvement opportunities. Highlights of my role include:1) Reduced payroll errors by 82% and increased payroll processing efficiency by 65% through strategic process improvements.2) Developed and trained a team of payroll administrators and offshore colleagues, ensuring accurate payroll execution.3) Led the specialized services department during the absence of the Head, initiating mini-projects that streamlined the Auto Enrolment process and boosted operational efficiency.4) Currently managing an additional high-profile client on an interim basis, overseeing 8 payroll managers, reducing escalations, and significantly improving client satisfaction (CSAT) and employee satisfaction (ESAT).

Cochin Area, India

In this leadership role, I managed diverse teams across technical operations, including Implementation (voice & non-voice), Data Migration, First Run, Technical Support & Delivery, and QA. My efforts were directed at optimizing operational efficiency, enhancing team performance, and driving business revenue growth through successful project management and process innovation. Key achievements include:1) Generated recurring annual revenue of £250k (↑16% YOY) via technical delivery of CCN forms.2) Increased implementation revenue by 28% YOY, generating £200k through offshoring voice team tasks.3) Led innovation initiatives that resulted in £150k in savings through process improvements.4) Managed multiple high-impact projects including migrations, Project Nitrogen, and Service Support, while aligning KPIs with business objectives to drive results.5) Spearheaded new process transitions and offshoring, increasing offshore team skills and efficiency.Played a pivotal role in reducing offshore delivery attrition by 10% and improving NPS/C-SAT and E-SAT scores (+83).6) Led BCP audits and ISO/BSI compliance for technical operations, ensuring seamless business continuity, including during the COVID-19 pandemic.

Kerala

Managed UK payroll & technical operations with a high volume of clients. Assisting operations manager in delivering payroll and technical services to both internal & external customers with high accuracy & SLA’s. Majorly involved in service delivery escalations, resource & performance management, employee life cycle & compliance.• Successfully managed to implement multiple SMB customers into business ensuring all the customer needs are met.• Working closely with the sales, Development, Data migration, and support teams to successfully implement new clients, thereby handholding the clients from the beginning until the end of the project.• Maintaining weekly action items, status reports, and escalating issues as required. • Managing the level-1 technical support and delivery teams, providing solutions to all internal and external client requests.• Developed a process within the team to improve communication and instilled a team mentality versus a routine support center mentality reducing the case turnover by 66%.• Cultivated relationships with level-2 tech support & delivery team, that improved communication, knowledge transfer, the volume of tickets, and overall response time for complex cases. • Assisting support/delivery analysts and provided necessary feedback on cases escalated to senior management.• Managed CCN requests and generated high revenue for the business. • Defect management and resolution.• Setup of QA process and procedures and implemented them. • Execution of the entire QA Process and Documentation of Test plans, Test Cases, Test Procedures, and Test Scripts and managing user acceptance testing (UAT) by performing various types of testing• Managed different aspects of testing – user acceptance, functional, regression and workflow testing. • Participated in bug review meetings to explain and prioritize issues with Development and Product Managers.

Kerala

The primary role is to manage payroll/technical operations and provide the first-class service to customers. Ensuring that staff is motivated, monitored and measured in-line with company targets and performance standards. Responsible for making sure that any gaps in performance are quickly identified and addressed. Client handling & communications, resource management, Employee life cycle & compliance to Quality.• Supported Sr. Operations Manager in maximizing the effectiveness and efficiency of the teams to provide first-class and quality payroll service to customers.• Handled client calls daily/weekly, interacted with new customers, reported issues, resolved queries, track customer complaints to closure.• Reviewed process metrics & performed risk analysis and provide mitigation plans.• Developed project plan and driven the project efficiently and successfully completed the project within agreed timelines.• Improved productivity by 30% through direct sign off’s, automation, payroll re-allocation.• Reduced 63% of overtime within the business through time-motion analysis and reallocation of works.• Driven process innovations and showed huge savings to the business.• Driven operational excellence across the Process.

Hyderabad, Telangana, India

• Worked as part of Payroll Operations – Global view UK, SAP-HR/CRM functionality. • To Process End to end (Input/T&A validation, Simulation, reconciliations, Live, BACS, GL, RTI/P35, EOY/SOY) payroll activities and maintain necessary evidence for audit.• Client management and query (ESS) handling on CRM, managed peer clients, UAT testing & additional responsibilities.• Managed client escalations and report delivery.• Responsible for Engagement initiatives with Microsoft UK and Process the monthly payroll for Microsoft client.• Successfully conducted UAT and went live with over 3000 Microsoft UK Employees. The scope of this activity encompasses Payroll Processing, SAP Reports generation and Payroll Reconciliation.• Automated the Manual Process to deliver quality output and reduce TAT.• Trained the team on SAP and UK Legislation.• Competencies: End-to-end payroll, High Degree of Customer focus and multi-tasking skills, Organizational and Time Management Skills, On-job training to new employees, extend high-end technical support, and worked on additional projects.