Anurag Tiwari

• Followed quality standards and procedures for Global Pay services operations catering to 53 countries to minimize errors and improve customer satisfaction
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Managed process documentations and changes for Payroll processes.
• Established performance goals for diverse team of 10 specialists and provided feedback on methods for reaching those milestones.

• Lead the development and implementation of Quality Management & Risk Management Frameworks
• Trend & Root Cause Analysis of quality results, customer/employee satisfaction surveys, business forecasts
• Responsible for Continuous Improvement programs like Just do its (JDI), Kaizen, Gemba, Green belt projects.
• Improved efficiency and effectiveness of performance and management of processes across departments.

Key Projects :

• Built Quality framework for 4 services to improve customer experience and save defects. Introduced proactive audits using system reports to avoid underpayments and Overpayments.
• Worked on implementation and benefit quantification of 18 JDIs with operations team to save 2.94 FTEs.
• Drove Kaizen for Vendor Management process which improved SLA (from 4.09 days to 1.26 days) and AHT reduction by 91%.
• Alteryx Designer: Developed 6 workflows to automate audits and manual reporting with 95% AHT reduction.

• Performed audit, root cause and data analysis on HR transactions and escalations.
• Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
• Drove operational improvements which resulted in savings and improved profit margins.
• Managed multiple strategic projects with numerous sub-projects or workstreams.

Key Projects :

• GACD Mytime Integration: Improved Customer experience of US and Costa Rica CS employees for their time tracking by integrating Kronos with Calling system ( GACD). Performed SIT and UAT and provided inputs to improve system. Traveled to US and Costa Rica for knowledge transfer and conducted Gemba to collect customer feedback on system enhancements. 50% of ticket reduction on Operations side and slippage cost reduction.
• Kronos Hyperfinds – Effort reduction Worked to reduce search time, cleared unnecessary conditions and created dynamic hyperfinds queries to ensure correct number of employees are pulled in report. Saved 1.5 FTEs and built robust control to avoid Pay defects.

• Resolved problems, improved operations and provided exceptional service.
• Prepared variety of reports for various process KPIs such as SLA, TTR, and documents to ensure smooth operations
• Developed team communications and information for meetings.

Key Projects:

• Non First call resolution CR ticket reduction: SME for doing analysis and reducing Non first call resolution tickets for CTK from 5.25% to 4.08%

• Took care of time, attendance, Benefits and payroll deductions for US fulfillment and Customer Service associates on MYTIME (Kronos) tool
• Achieved quality of 100% for 9 consecutive months.