Aravind Narayanaswamy
Manager ER Advisory
Summary
Manager ER Advisory supporting managers and employees, handled around 80 cases appx per month with different scenarios on policies and procedures guiding managers as well as employees based on the query received, involving complex employee relations and HR service enquiries. Delivers risk-based advice, case management support, and timely escalation of policy or process gaps while protecting commercial and reputational interests. Coordinates team volume, shares end-of-day reporting, and contributes 1–3 briefings or training sessions per quarter to improve service consistency.
Overview
23
23
years of professional experience
Work History
Manager ER Advisory
GSC
06.2021 - 06.2026
- Support Managers and employees in the business to deal effectively with people issues by providing customer driven advice and guidance to customers on complex enquiries relating to all aspects of HR Services, handing off to the specialist areas where required.
- Provide advice and guidance through a range of channels, e.g. case management tools, click to chat and telephone, balancing face to face contact as necessary.
- Apply a risk-based approach within the commercial context and considering the need to protect and promote the bank's reputation when providing support and guidance related to people issues.
- Apply problem solving skills and analytical reasoning with HR knowledge to find appropriate solutions to complex people challenges that arise, escalating for guidance or decisions where appropriate.
- Escalate flaws/gaps in policy and process to the appropriate relationship manager in the HR Advisory team and/or the customer contact support team and/or the appropriate GSO area or CoE. Work with the HR business in order to influence appropriate changes.
- To deliver as appropriate focus groups training and briefings to the business in areas as required.
- Support HR activities as defined by the HR Service Catalogue
- Associate on Business Transformation Conversations as and when required
- Allocate volumes to team, constantly monitor and share reports EOD.
Data Quality Analyst
GR Delivery Services
06.2019 - 06.2021
- Supported Mexico ECPY go live testing in identifying and fixing the key issues related to staff records on various portlets on Personal, Employment, Rewards etc. to have ECPY Portal successfully deployed.
- Involved and coordinated actively in HK ECPY, CHN ECPY & US ECPY Go Live support
- Handling Data Cleansing activities for ECPY live countries and work with our central team in UK to assist in investigating the issues and fixing the errors along with the coordination from respective Regional Delivery Service Team.
- Actively involved with CDO Team on Service Now cases raised on General Data Corrections in EC as per Global Reports & create HR Tasks to respective DS regions to fix the same which acts as a delimiter.
- Manage Pending workflow requests to clear the existing pending request which were due since long time, liaise with the requestor and approver to clear the volumes.
- Handling Integration Errors fixes on a daily basis by correct records in EC in order restore access for staff by raising HR Cases to inform the corrections taken place & to correct records wherever DS Team needs to rectify
Quality Auditor
HBAP/HASE – HR-Operations
07.2014 - 06.2019
- Successfully migrated Hang Seng Bank HR process to India from Hong Kong
- Handled a team of 6 makers in order to ensure smooth completion of requests
- To distribute work load, monitor queues on a regular basis and escalate any potential missed SLA’s and provide feedbacks to operator and auditor concerned according to the scenario.
- Audit bank account fields and ensure there are no issues for salary calculations staff records on PeopleSoft and see if the requests such as employee ID, Payroll, Remuneration details, Retirement plan and Gratuity plans are updated appropriately.
- Provide regular feedbacks and assess maker’s process knowledge and understandings on process updates at respective intervals.
- Audit and issue formatted appointment letters to new and existing staffs as requested.
- Proactively check the SOP and process flow charts to minimize TAT and add value to process flow.
Customer Service Executive
HK-HR Ops
11.2010 - 07.2014
- Update staff records on PeopleSoft and see if the requests such as employee ID, Payroll, Remuneration details, Retirement plan and Gratuity plans are updated appropriately.
- Coordinate with various HRG’s & Recruiters when required for timely completion of cases.
- To Update bank account fields on PeopleSoft and ensure there are no issues for salary calculations
- To prepare ERU Forms and issue formatted appointment letters to new and existing staffs as requested, update and release free formatted and standard letter to staffs ex-employer to conduct background reference check.
- Demonstrating dependability and support the team in achieving its goals
Customer Service Executive
Consumer Lending (Collections)
05.2005 - 11.2010
- Job responsibility currently involves making collections calls on front-end delinquent account ranging from 1-59
- Sharing best practices and knowledge with colleagues, this helped to achieve the team goals and objectives
- Discussing the process and quality updates noticed on the floor in the daily devotions and debriefs with the team.
- Managing my team’s performance by providing coaching and direction through the MTD report on a regular basis, one on one feedback in the absence of my Team Manager.
- Motivate teammates to ensure that each individual fulfils to the best of their potentials.
- Take initiative to resolve problems and prevent recurrence where necessary. Escalate issues as appropriate as and when it is required.
- Improve their performance by buddying on calls and helped in side-by-sides with new hires to overcome their problems on calls and come at par with the department performance.
- Part of the team which is involved in call calibration followed by the brain storming session’s and gave some valuable inputs to improve quality of calls. Delivered feedback after every escalated call to make sure that the collector is able to handle the same situation by him/herself the next time.
Customer Service Executive
HIRLB (Household International Retail Lock Box)
08.2003 - 05.2005
- Processing of Scanned cheques with 0% error in order to complete the PLA’s agreed with the business partner (Household Banking Corp) with 100 % efficiency and maintaining the time deadlines according to the queues.
Education
Master of Business Administration - HR
Annamalai University
Degree in Commerce - undefined
University of Madras
Skills
Employee relations advisory
HR policy interpretation
Workplace issue resolution
Case management
Stakeholder management
End to End Operations Management (incl Audit process)
Building and Reviewing Standard Operating Procedures (SOP)
Training and monitoring Learning Curves
HR service delivery
HR tools testing
Grievance handling
Performance management
Employee engagement
Accomplishments
- Successfully completed Training in Hong Kong & Migrated Hang Seng Bank DS process to GSC India (HASE)
- Actively involved & supported in True North ECPY projects to Hong Kong CHINA & USA
- Actively participated in department and team level activities such as R&R, section awards (Weekly highs) and other initiatives taken by the department.
- Won awards that includes – Star of the Month and Super-Star Awards.
Timeline
Manager ER Advisory
GSC
06.2021 - 06.2026
Data Quality Analyst
GR Delivery Services
06.2019 - 06.2021
Quality Auditor
HBAP/HASE – HR-Operations
07.2014 - 06.2019
Customer Service Executive
HK-HR Ops
11.2010 - 07.2014
Customer Service Executive
Consumer Lending (Collections)
05.2005 - 11.2010
Customer Service Executive
HIRLB (Household International Retail Lock Box)
08.2003 - 05.2005
Degree in Commerce - undefined
University of Madras
Master of Business Administration - HR
Annamalai University