Kulwant Singh Arora
Pune
Summary
Dynamic HR Shared Services Professional with a proven track record at Accenture Solutions, excelling in service delivery management, financials and client relationship management. Spearheaded process transformations that enhanced operational efficiency and financial optimization. Adept at strategic leadership and negotiation, driving innovative solutions that consistently exceed client expectations.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Associate Director – Global Service Delivery Lead (GSDL) - Operations
Accenture Solutions Pvt Ltd.
Mumbai
12.2021 - Current
- Led 4 large-scale global transformation programs, managing knowledge
transfer, change management, and technology enablement to drive operational maturity across multiple delivery centers in APAC, Europe and LATAM . - Accountable for end-to-end HR service delivery for clients in Managed HR Services, covering Recruitment, Employee Life Cycle Management, and Payroll for a contract with a Revenue of $280M with over 700+ FTEs serving the client
- In previous assignments, generated $51 M in revenue, maintaining a very healthy margin
- Drove Direct Fuel Growth (DFG) initiatives, generating an additional $~5M in signed last FY
- Participated in contract negotiations and detailed SLA/KPI discussions with clients to firm up a viable solution
- Analyzed market trends to enable strategic decision-making processes.
- Approve and sign off new solutions for Talent and HR - Managed Services.
- Lead client orals/presentations for new clients – part of the pre-sales team.
- Ensured delivery of the commercial aspects of the outsourcing agreement, as well as standards of service (relating to quality, effectiveness, productivity, efficiency, etc.). to the agreed SLAs.
- Key in implementing success factors for a telecom client, which included process transformation, defining cutovers, solution 'to-be' processes, service rehearsal testing, defining manual workarounds, and highlighting defects.
- Implement process improvements thereby inducing delivery fueled growth, and initiate and design business process excellence improvements.
- Implement the necessary reporting and governance arrangements to ensure effective management controls are established to oversee the operations.
- Work with the Accenture Managing Directors, Mobilization Leads, to define the detailed procedures and approach for migrating and transitioning HR operations from the client’s business units to Global Delivery Centers and client sites.
- Attending customer supplier meetings with client executives & senior managers reporting on strategic matters
- Manage the relationship with various enabling functions via operations reviews, reporting tools, and issue management.
- Own the Monthly Operating Review with senior Accenture and Client Leadership.
- Responsible for ensuring process meets all audit requirements and compliance. i.e. ISO, ICC, GDPR
VP, AVP, Manager - Service Delivery
Accenture Solutions Pvt Ltd.
Mumbai
01.2010 - 11.2021
- Spearheaded various transition projects that resulted in over $200M in new contract acquisitions across global delivery engagements and multi-tower solutions
- Transitioned various HR contracts across multiple Fortune 500 companies
- Became Expert in All domains of HR - E2E Recruitment, Core and Pre Payroll and Employee Life Cycle Management
- Global Process Owner for Recruitment, leading the recruitment function end to end globally for a client, along with handling responsibilities as a Service Delivery Lead.
- Building internal capabilities through strategic workforce planning, upskilling programs, leadership development, and succession planning.
- Manage a team of AVPs, Managers, Deputy Managers and Team Leads.
- Streamlined and optimized HR processes, consistently maintaining green SLA status over multiple fiscal years.
- Implemented HR process automation, reducing manual tasks by 35% and significantly improving overall service efficiency.
- Headed the SuccessFactors CoE in Mumbai, positioning it as a nucleus for HR innovation, while ensuring compliance with global HR regulations and mitigating organizational risk.
- Enhanced employee experience, resulting in a 20% increase in HR service satisfaction scores through process improvement and responsiveness.
- Review key MIS, identify areas of non-compliance & evaluate options to address the same.
Deputy Manager - Capability Development
Accenture Solutions Pvt Ltd.
Mumbai
01.2007 - 12.2009
- Manage a team of Process Trainers and Quality Auditors.
- Collate daily, weekly and monthly reports for timely reviews and audits.
- Design, develop and ensure adherence to Process Training Content.
- Plan and execute Training calendar for various “Process Training related programs” across all deals based on TNAs.
- Conduct TTT’s for Trainers and Voice Coaches on presentation skills and domain knowledge.
- Appraise process trainers and quality auditors for the 6-monthly review cycle.
- Gather updates from the Operations floor, recruitment and pre-process training team from time to time and make relevant changes to the training content, delivery style or assessment technique.
Assistant Manager - Operations
EXL Service Pvt Ltd.
Pune
06.2004 - 12.2006
- People Management & Process Improvement.
- Developing strategies on the floor for reducing attrition and improving employee satisfaction.
- Driving process improvement activity on the floor using process excellence methodology. Identifying areas for improvement and implementing process improvement projects.
- Reviewing Performance of the KPIs on a near term basis and developing plans for improvement in performance.
- Ensuring compliance with internal policies and procedures, external regulations and information security standards.
- Executing quarterly and annual appraisals of agents and consequent development processes effectively. Appraising agents based on evaluation of metrics performance and of non-metrics based parameters.
- Traveled to UK for complete process documentation of one of the insurance processes. Planned and developed process maps and defined steps of process deployment.
- Liaising with client on process administration.
- Resource planning, hiring and budgeting for the process.
- Other responsibilities: Creating MI, auditing, handling escalations from the customer, leave management, driving reward and recognition activities.
Customer Service Representative
American Express Bank Ltd. & Others
Mumbai
04.2002 - 06.2004
- Spearheading the Info line team in imparting and updating relevant and important information.
- Initiating and evaluating existing processes.
- Assisting service merchants in their queries, disputes, payments/settlements and statements.
- Handling card account queries, complaints, suggestions and feedback, for individual card members and corporate accounts.
- Acquired good knowledge of procedures and company policies. Used the above in handling irate card members and giving prompt and appropriate resolutions.
- Keen eye for detail leading to process improvements.
- Mentoring new team members.
- Effectively managed the floor and shift schedules.
- Trained two new batches with 100% accreditation.
- Increasing company profits by cross selling and up selling of various products to existing customers and merchants.
- Motivating team to cross sell various products across the board.
Education
Bachelor of Commerce - Accounting and Finance
Jai Hind College
Mumbai04-2002
Skills
- Global HR Shared Services
- Own P&L
- Strategic leadership
- Client relationship management
- Coaching and mentoring
- Process transformation
- Change management
- Negotiation
Affiliations
- Riding
- Trekking
Certification
- Higher Diploma in Software Engineering - Aptech
- Diploma in Operations Management - Indian School of Business
- Professional Recruiter Certification - AIRS
Languages
English
First Language
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Accomplishments
Multiple Six Sigma / Lean Projects
Timeline
Associate Director – Global Service Delivery Lead (GSDL) - Operations
Accenture Solutions Pvt Ltd.
12.2021 - Current
VP, AVP, Manager - Service Delivery
Accenture Solutions Pvt Ltd.
01.2010 - 11.2021
Deputy Manager - Capability Development
Accenture Solutions Pvt Ltd.
01.2007 - 12.2009
Assistant Manager - Operations
EXL Service Pvt Ltd.
06.2004 - 12.2006
Customer Service Representative
American Express Bank Ltd. & Others
04.2002 - 06.2004
Bachelor of Commerce - Accounting and Finance
Jai Hind College