Abhidhan Lalith

· Oversee standard offers Structuring (all APAC/India campus and experienced hires) end to end activities including query management via emails chats and voice

· Perform detailed review of operational metrics including SLA, Accuracy and Capacity on a monthly basis and report to the global leadership during business reviews

· Collaborate with COE teams and recruiting leadership for structuring of complex/executive offers/queries

· Monitor and manage escalations as per severity across regions efficiently

· Mentor the team to foster customer-orientated approach, committed to achieving top-notch customer service

· Analytical and data-driven, leveraging data available to ensure initiatives are fact-based and drive business outcomes

· Influence and manage upwards to affect outcomes desired

· Devise interaction strategies in sync with the value stream, business, and user experience goals

· Focus on metrics that matter using feedback for continuous improvement

· In-depth knowledge of leading practices and trends in customer and employee engagement

· In-depth Knowledge of user experience and user interface best practices

• Manage the end to end operations of the Shared Service Centre processes and ensure excellent service is provided through accurate and timely processing of transactions

• Lead the monthly preparation and review of performance dashboards (actual performance against target) and identify necessary actions to resolve areas of under-performance

• Build and develop an efficient and effective team by recruiting, retaining the best people for the job and actively plan for succession to develop and performance manage individuals effectively

• Support all internal and external audit requirements, focus on business excellence across all processes and operations

• Design and embed appropriate strategies, business plans, vision and goals for the Global People Services Center

• Ensure all statutory and regulatory deadlines are met and drive a culture of excellence and compliance to Company Policies

• Collaborate with our Onshore Partners and Business Units to identify value growth opportunities

• Be a point of contact, accountable for all aspects of Operations delivery, excellence and transformation

• Manage and influence positive change across the function and wider stakeholders

• Develop efficiencies in processes to improve controls and results, creation of operational MIS / dashboards for the monitoring of the Shared Services Center

• Ensure all process documents are up-to-date, readily available and ensure the entire team is aware of the key processes and how they function

• Attend governance meetings over operational processing/processes as required to report on issues and implement actions as appropriate

• Actively implement a culture of team engagement and work with the Head of People Services to overcome any team issues

• Work closely with People & Talent Partners to ensure all people management processes and policies are being adhered to

• Amazon
• Lead a team that supports in pre-hire, hiring and onboarding activities for
• Amazon employees in APAC, NA regions
• Manage more than 30 separate processes and work closely with Recruiting
• Benefits, HRIS, Payroll, Leadership Development, HR Risk & Compliance and HR
• Business Partners
• Drive Innovation, Automation and standardization across the business
• Built a high performance work culture & rewarding work environment leveraging a diverse and global talent pool
• Developed business relationships with HR leaders & key internal stakeholders, major vendors & industry groups to assimilate information regarding global shared services trends and their probable effect on service delivery & operations
• Developing team capabilities: worked at an individual and team level to develop
• HR and leadership skills, provided stretch opportunities to advance the team and provide career development opportunities for team members
• Driving operational excellence: Dive deep into problems, take end-to-end ownership of all aspects of processes improvements and build processes and tools that scale to meet business needs while ensuring a high quality employee experience
• Defining key performance indicators: Develop clear metrics, reporting service level agreements for core services and transactions to drive cross-functional leadership understanding of business impact
• Lead improvement initiatives and encourage a culture of efficiency, innovation, and customer service

• Leading and developing a team of 40 associates and specialists, responsible for the overall payroll operations and time keeping
• Track, measure and report on the Service Level Agreement (SLA) metrics
• Understand and anticipate the downstream impacts from changes to time and attendance or pay impacting systems
• Manage the workflow of the team including service level adherence, absences, and increased volumes while maintaining team morale
• Understand impacts of changes in PeopleSoft system and how these will affect internal/external interfaces
• Continually strive to improve efficiency and effectiveness of existing systems and look for enhancements related to current systems and procedures based on KAIZEN and LEAN methodologies
• Conduct audits to ensure data accuracy and process adherence
• Identifying customer-impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate
• Participates in cross-functional process initiatives
• Assist in developing and implementing training programs to improve the quality and productivity of the team
• Responds to escalations, providing root cause analysis and recommendation
• Develops remediation plan and drives to resolution with minimal guidance from
• Achieve performance goals and objectives in line with the network wide vision and goals
• Design & execute Career plans for leads & associates
• Conducting performance reviews with the leads & Team members
• Presenting team metrics in the Monthly Business Reviews (MBR)
• Coordinating with the leaders on the team performance on a monthly basis

• Visa Business letters/Verification of employment
• New Hire Data Processing/Corrections
• Terminations
• Global Mobility / International and domestic Transfers (Global)
• Stocks & Compensation
• Severance and unemployment claims
• Creation of a detailed execution plan for all work streams including SOPs and
• Workflows
• Support Validation of FTE ramp-up, technology requirements and establishment of a governance structure identification of deliverables across different functionalities
• Pre-empting and monitoring implementation of the plan across all phases – a continuous and consistent exercise
• Assessing and mitigating risks
• Workflow tool/ point application requirement collection and analysis

• Lead multiple teams of 20 associates and 2 SMEs
• Worked on Time Study report that captures time spent on activities by associates
• Initiated Productivity tracking tool that captures productivity % per associate/team
• Creation of a robust scorecard, which is aligned to organizational objectives
• Resource optimization through alignment of existing resources with productivity tracking tool
• Thus streamlining the current process and reducing headcount by two
• Cross training initiative driven to ensure adequate backups are created within sub processes
• Responsible for driving OPEX through 3X3, Visual management, process stability and Identifying Key Metrics
• Implemented “Project Quality” for HR admin to ensure a positive trend in quality scores
• Been part of Green Belt project aiming at streamlining the process through
• Productivity capturing tool
• Actively involved in transition of new processes within the HR admin team
• Prepared flowcharts through MS Visio and documentation of LWIs (SOP)
• Facilitated a brain storming session with tools such as Cause and Effect (Fishbone) and 5 Whys

• Perform call and case audits and provide real time feedback to all advisors and send reports to the TL on a daily basis
• Training of new joiners
• Ensure that all training manual and LWIs are updated & current by respective
• Knowledge Owner
• Establish and Deliver Process Training rhythm and rigor ake care of team responsibilities in the absence of the TL
• Keep a check on daily volumes for each team member and distribute work accordingly
• Responsiveness to client/Onshore escalations/concerns
• Maintain a tracker of all escalations and provide feedback to the team members
• Responsible for increasing the process audit scores for the team overall

• Main responsibilities include – coordination, follow-ups, client management and documentation, along with providing performance and discipline related advice to the client relating to corresponding HR policies
• To handle and advise client manager’s with regards to HR queries i.e
• Performance Management and Discipline Management
• Provide information, advice and guidance to clients (individuals, managers, client
• HR, client representatives) in the relevant HR areas taking account of the confidential nature of the work area
• Reporting: Generate, document and publish reports to enable smooth workflow
• Quality audits: Audit cases to maintain consistency in quality parameters.