Anurag Tiwari
Bangalore
Summary
Experienced People Operations and Finance Automation leader with 10+ years of expertise driving process excellence, service quality, automation, and global service delivery across HR and Finance teams. Proven ability to design and optimize workflows, build dashboards, and implement automation tools to eliminate manual hours, and improve accuracy. Skilled in leading cross-functional programs, managing SOP governance, and deploying self-service tools that enhance employee experience, and reduce operational costs. Strong background in change management, stakeholder alignment, vendor performance management, and knowledge management.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Automations Consultant (L5)
Amazon
Bangalore
12.2023 - Current
- Developed automation workflows for payroll reconciliation and validation across four countries, eliminating 3,000+ hours of manual effort annually and improving accuracy.
- Designed and launched a financial insights dashboard in Amazon QuickSight, enabling Finance operations team to analyze pay register data for South Africa
- Built and deployed GenAI-powered ticketing Oncall assistant, consolidating ticket context, logs, alarms and documentation reducing mean time to resolution by 40%
- Acted as the primary liaison between Finance Operations and technical teams, translating complex business needs into a scalable solution that reduced data processing time by 80%.
- Led change management and user training for new tools, ensuring adoption and smooth transitions across multiple teams.
- Integrated user feedback into the product backlog, prioritizing and delivering enhancements that further optimized workflow efficiency.
Manager, Quality and Operational Excellence (L5)
Amazon
Bangalore
04.2022 - 11.2023
- Led a global team of 20 Quality specialists across multiple hubs (India, EMEA, CRI, China) ensuring consistent quality performance, proactive audits, and sustained productivity improvements for Pay and Data services team catering to 3.5 million employees
- Led SOP Management Program: Baselined SOP review requests for 540 processes and created a prioritization model using defect trends, VOC data, and criticality analysis. Selected and completed reviews for 170 of the most critical SOPs. Established structured review cadence, reducing ambiguity in documentation and driving alignment with Perfect Pay goals.
- Led a Voice of Customer (VOC) improvement program for Pay Services, reducing negative feedback from 7.6% to 4.6%. Conducted week-on-week analysis to identify high-defect processes, collaborated with stakeholders to improve process accuracy and communication quality, and implemented targeted action plans on priority workflows to drive customer satisfaction.
- Led a project with business intelligence team in building predictive model using request ageing, correspondence volume, and content to identify tickets likely to receive negative feedback, enabling proactive process improvements and reducing negative VOC by ~33%
- Performed VSM for the processes with lower quality percentages and drove improvement in overall quality of the service. This helped to meet 98% quality target consistently for year 2022-23
Manager, Quality and Operational Excellence (L4)
Amazon
Bangalore
03.2019 - 03.2022
- Built and implemented end-to-end quality frameworks for HR services (hire to retire). Defined sample sizes based on process criticality, established automated reporting mechanisms, conducted regular feedback and calibration sessions with stakeholders, and drove continuous improvement through actionable plans based on defect trends and VOC insights.
- Managed a team of 8 members, setting clear performance KPIs, conducting regular feedback sessions, and providing targeted training. Focused on skill development and career growth, fostering a high-performance, growth-oriented team culture.
- Established automated quality reporting for onboarding processes, enabling leadership to track KPIs across NA, EMEA, APAC, and India regions.
- Developed an automated RSU audit system, correcting $2.5M discrepancies across 211 employees.
- 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%.
- Developed multiple automation solutions using Alteryx and Excel VBA, resulting in total FTE savings of ~7+ across multiple geographies.
- Led the project for automating employee timecard reviews for ~20,000 transactions/day, reducing 40% processing time and delivering 4 FTE savings.
- Created audit dashboards using Quicksight, enabling 100% audit coverage for critical requests.
- Supported testing and deployment of Retro Calculation Automation, resulting in 2.22 FTE savings and avoiding 1680 potential defects annually.
Analyst, Quality and CI (L4)
Amazon
Bangalore
09.2017 - 02.2019
- Led MyTime integration of Kronos with GACD Calling System, improving CS employee experience in US & Costa Rica; reduced tickets by 60% and mitigated $3M slippage through requirements gathering, UAT, and on-site Gemba validation.
- Optimized Kronos Hyperfinds queries, cutting search time and saving 1.5 FTEs, while building robust controls to prevent pay defects.
- Managed HR system and process transitions across six countries, driving accurate service delivery through training, SOPs, and quality frameworks.
HR Payroll Specialist (L3)
Amazon
Bangalore
10.2016 - 08.2017
- Resolved pending issues and addressed escalations to improve service quality.
- Conducted root cause analysis on escalations, implementing action items to prevent future errors.
- Prepared comprehensive reports for process KPIs, ensuring operational efficiency.
- Reduced non-first call resolution tickets for CTK from 5.25% to 4.08% as subject matter expert.
HR Associate (L2)
Amazon
Bangalore
06.2015 - 09.2016
- Managed time, attendance, benefits, and payroll deductions for US fulfillment and customer service associates using MYTIME (Kronos).
- Achieved consistent quality score of 100% over nine consecutive months.
Education
B.E - Electrical and Electronics
SVCE
Bangalore06.2015
Skills
- Quality Management
- Operational Excellence
- Lean Six Sigma - Green belt
- Project Management
- Data analysis (Excel, SQL, Quicksight)
- People management
- Automation consulting
- Alteryx workflow automation
- Stakeholder management
Certification
- Alteryx: Micro and Core certification
- Six Sigma - Green Belt (Amazon)
- Quality Control Tools (Amazon)
Hobbies and Interests
- Traveling
- Music
- Cooking
- Gaming
Timeline
Automations Consultant (L5)
Amazon
12.2023 - Current
Manager, Quality and Operational Excellence (L5)
Amazon
04.2022 - 11.2023
Manager, Quality and Operational Excellence (L4)
Amazon
03.2019 - 03.2022
Analyst, Quality and CI (L4)
Amazon
09.2017 - 02.2019
HR Payroll Specialist (L3)
Amazon
10.2016 - 08.2017
HR Associate (L2)
Amazon
06.2015 - 09.2016
B.E - Electrical and Electronics
SVCE