Anup Jyoti Mali
Bengaluru
Summary
Dynamic Human Resources Team Lead with 9+ years of experience in contact centre management, specializing in operational oversight and associate engagement. Proven track record in enhancing productivity through effective hiring and training strategies, resolving escalations, and ensuring policy compliance. Proficient in team management, performance coaching, and project coordination for optimal HR service delivery. Aiming to transition into a Human Resources Manager role to further optimize HR service delivery and team development.
Overview
9
9
years of professional experience
Work History
Team Lead, HR Operations
Lowe's Services India Pvt Ltd
Bengaluru
10.2022 - Current
- Executed seamless H2R process transitions for U.S based clients.
- Ensured proper allocation of resources and skillsets for HR Contact Center by monitoring, prioritizing, and assigning daily responsibilities.
- Assisted Representatives and Senior Representatives with day-to-day execution of duties, and guided the team regarding proper procedures, policies, and requirements. Reviewed and approved certain staff transactions, as defined per policy and procedure.
- Managed HR transactions, data, and services with utmost accuracy and timeliness, strictly following company policies and regulations.
- Managed escalated or sensitive requests and issues related to processing, promptly escalating highly specialized, challenging, or delicate matters to the appropriate Tier 2 function or Center of Excellence (COE) resource.
- Implemented efficient task management strategies to meet established service targets for the contact center.
- Maintained adherence to operational procedures while overseeing staff compliance. Functioned as a project coordinator under management guidance to organize and facilitate ongoing development, evaluation/testing, and process maintenance. Collaborated with team members to streamline documentation processes.
- Performed audits and validations of contact center transactions, ensuring the accuracy and consistency of data.
- Developed and implemented operational standards and processes, optimizing results for HR Contact Center Representatives.
- Supported in driving performance through metric analysis, identifying trends, and implementing process enhancements.
- Maintained compliance requirements, analyzed and corrected errors, and implemented quality controls to prevent future mistakes.
- Collaborated with the manager to set goals and enhance the growth and development of team members, utilizing coaching and mentoring skills.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Maximized team effectiveness by consistently providing coaching, feedback, and skill development opportunities.
- Conducted interviews and facilitated the hiring process for peak staffing needs.
Human Resources Analyst
Accenture Solutions Pvt. Ltd.
Bengaluru
09.2019 - 10.2022
- Expertly led a contact center, providing support for all HR-related queries, and overseeing the complete employee life cycle process.
- Evaluated current policies and procedures, and offered suggestions to optimize work productivity.
- Ensured compliance with SLAs, KPIs, and OLAs.
- Monitored, reviewed escalated issues, and conducted desk reviews to ascertain the training needs of the team, as well as individual staff members.
- Achieved optimal schedule adherence through effective management of call boards and reports.
- Handled customer grievances through various communication channels.
- Collaborated with the supervisor to deliver counseling and coaching on performance and quality matters.
- Facilitated meetings to determine the top priorities each day.
- Played an instrumental role in ensuring adherence to compliance measures through engaging in procedural support, audits, and annual testing.
- Implemented effective training strategies to enhance performance scorecards, customer support, and process change initiatives.
Human Resources Associate
Accenture Solutions Pvt. Ltd.
Bengaluru
10.2015 - 08.2019
- Assisted incoming emails and chats from employees regarding their HR inquiries (Payroll, Benefits, Compensation, Leave, 401k, etc.).
- Conducted process training for new joiners.
- Performed a Salesforce (SF) error audit for the account.
- Published consolidated Daily productivity report, Email/Chat hourly report, Error logs, Daily CSAT report, Weekly Email/Chat Forecast report.
Education
High School Diploma -
Don Bosco High School
Guwahati, Assam, INHigher Secondary - Commerce
Icon Commerce College
Guwahati, Assam, INBachelor of Commerce - Finance
The Oxford College of Business Management
Bengaluru, Karnataka, INSkills
- Performance monitoring
- Process improvement
- Operations management
- Data Management
- Customer service Management
- Communication & Interpersonal Skills
- In-depth knowledge of employee life-cycle (Hire to Retire)
- Proficient in using Workday, Salesforce, Service Now/Agent Workspace, Siebel, NICE, Verint, Avaya, Cisco Jabber & Finesse, Kronos, Peoplesoft & Equifax
Accomplishments
- Individual Excellence Award, Q1
- Team Excellence Award, Q2
- Star of Business Award
- Best People Award
- Star Performer
- Quality Champion Award
Timeline
Team Lead, HR Operations
Lowe's Services India Pvt Ltd
10.2022 - Current
Human Resources Analyst
Accenture Solutions Pvt. Ltd.
09.2019 - 10.2022
Human Resources Associate
Accenture Solutions Pvt. Ltd.
10.2015 - 08.2019
High School Diploma -
Don Bosco High School
Higher Secondary - Commerce
Icon Commerce College
Bachelor of Commerce - Finance
The Oxford College of Business Management
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