Vinayak K. Email and Phone Number

Manage responsibilities, provide leadership, evaluate performance, and drive service expertise for all entry level (Tier 1 / Category 1) inquires to the service center (phone calls, emails, basic case management & live chat).Conduct call monitoring and data integrity reviews to ensure that production and quality expectations are being met, providing timely feedback and coaching to ensure performance metrics are being met or exceeded; observes employee demeanor, technical accuracy, and conformity to company policies; conducts ongoing observations of program and services.Assure third party vendors perform according to service level agreements in support of HR service processes. Work with the internal HRIS team or appropriate COE and vendors to identify and correct problems and implement fixes.Lead documentation of HR service processes for the call center. Organize and facilitate ongoing review, development, evaluation/testing, and maintenance of documentation (e.g., Standard Operating Procedures, Work Instructions) to ensure complete, accurate, and up-to-date depiction of processes.Lead alignment meetings with COEs or HRBPs, as necessary, to capture new topics/inquiries that the Service Center may need to handle and assure that appropriate responses, routing, education, and/or knowledge base information is provided to Service Center staff.Review, analyze, and reconcile relevant data according to established timelines, standards, and procedures. (ServiceNow - Productivity Data).Perform audits and validations of Service Center transactions. Examine and verify Service Center related data for accuracy and consistency. Authorize or approve transactions as necessary.Handle escalated and/or sensitive requests and issues from a Supervisor or Analyst. Escalate particularly specialized, difficult, or sensitive matters to the appropriate “Center of Excellence” resource and assure that cases are updated, maintained, and resolved accordingly.

PMO for Employee experience & Workday Implementation for EUROPE ZoneLed testing sessions, monitor bugs & get retesting done, partner with WD & SAP tech team Report out testing progress, issues.Closely monitor all the testing waves.Coach operations team on testing process.Partner with Operations Leads and ensure that all the scenarios are loaded accurately on Azure Dev Ops for testing and ensure that Operations Team is provided with all the accesses for all the ERPsSquad for driving AGILITY in COE and PMO projects across People Business Services.

Principal Analyst - L&D - 22-Jan-2019 to 31-Dec-2020Budget forecasting, reconciliation and stakeholder managementPMO - Africa L&D Operations, LinkedIn License ManagementDrive team to get processes streamlined, partner in resource utilization/FTE calculation etcPeople Ambassador for driving learning culture etc.L&D Budgeting for EUR & NA ZonesPR & PO discrepancy resolutionPartner with P2P team Learning Logistics for entire EUR zonePrincipal Analyst - Data Quality - 02-Apr-2018 to 21-Jan-2019Click and Taleo Implementation for EUROPE regionIdentify automation opportunity for Master Data ProcessDrive weekly calls with vendors on high priority ticketsReport out project updates, address challenges, propose solutions Partner with different teams in People Business ServicesParticipate in UAT and ensure all errors are highlighted and resolved within TATPartner with leads in obtaining sign off on FTE reduction, SOP revision, Tracking changes etc

• Drive the team to ensure that SWS, Process Maps, SOPs are up to date on all HR operational transactions• Monitor the SLA and Ageing Ticket reports for HR Contact Center and help team members resolve these tickets.• Conduct weekly 1-2-1discussions with the team members and help them scale up in skill matrix and productivity• Partner with Knowledge Management focal in ensuring that knowledge articles are prepared for all the processes.• Administration, Training and Processing transactions pertaining to Payroll (ADP & SAP), LMS (Learning HUB/Success factors, Performance Assessment (PeopleSoft), HR Reports (Oracle), Rewards & Recognition (Globo force), Ex-employment verification, Onboarding & Exit tasks etc., Attendance Management (SAP).• Partner with Legal Counsel team in reporting out employee conflicts• Assist HR Generalists, Managers on Performance Assessment, Internal promotion policy guidelines, Relocation process, internal movements / inter entity transfers, onboarding & exit process.• Co-ordinate with Global Data Team in ensuring that employee IDs are created in a timely manner in PeopleSoft and get involved with

» Handle customer inquiries both telephonically and by email (Global Query Team )» Research required information using SAP» Resolve discrepancies pertaining to invoice processing, payments & purchase orders» Provide customers with the service desk ticket update via ITSM (BMC remedy)» Enter vendor information into system» Process invoices in SAP» Interact with buyers and suppliers on a regular basis to avoid payment issues» Identify and escalate priority issues» Follow up customer calls where necessary» Document all process information according to standard operating procedures» Train new hires on the process and conduct assessment

» Handle customer inquiries both telephonically and by email (Global Customer relations)» Research process information using SAP, EZ-AP, BAAN & Peoplesoft» Resolve discrepancies pertaining to invoice processing, payments & purchase orders (Accounts Payable)» Follow up with buyers on Purchase Order funds, item description, quantity, approvals and threshold limits» Provide customers with the service desk ticket update via ITSM (BMC remedy) or Microsoft outlook on issues pertaining to Goods / Invoice receipts, payments and other accounts payables related.» Connect with vendor and obtain the W2 forms/Banking Information and share with Vendor Management team to make the necessary changes.» Process invoices in EZ-AP» Interact with buyers and suppliers on a regular basis to avoid payment issues» Identify and escalate priority issues» Review exception reports and further analyze the payment rejections/delays» Follow up customer/stake holder calls where necessary» Document all process information according to standard operating procedures (MS Word, PowerPoint and Excel)» Help the process lead/manager in identifying the root cause for an issue/defect and prepare the deck for best practice sharing» Train new hires on the process and conduct assessment