Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Qualifications
Disclaimer
Timeline
Generic

Bhaskara Nemala

Hyderabad

Summary

Versatile HR professional with a strong HR Operations background supporting APAC regions with 10+ years of experience and successfully managing HR Functions including Induction, Onboarding, Employment Data Management, Time and Absence, Exit Management and Compensation and Benefits, Learning and Development and Project Management. Proven track record of employee engagement.

Overview

12
12
years of professional experience

Work History

Assistant Manager HR Operations

HSBC
Hyderabad
11.2019 - Current
  • Project Management & Leadership - Strive towards exceeding objectives and benchmarks for projects and help in execution along with reporting/assisting senior management in any changes required
  • Customers / Stakeholders management- Coordinating and collaborating with business partners, Quality functions responsible for customer escalations and escalation management / resolution
  • Quality Auditing and Monitoring: Conduct comprehensive quality audits and transaction monitoring to ensure adherence to established standards and protocols
  • Implement maker checker mechanism for 100% quality assurance, maintaining internal controls
  • Root Cause Analysis and Corrective Action: Perform root cause analysis to identify issues and develop robust corrective action plans, effectively reducing operational risks
  • Continuous Improvement: Provide continuous improvement techniques to enhance service quality and mitigate risks, contributing to overall process efficiency
  • Metrics Management: Maintain and analyze quality metrics for the team, including SLA, TAT, NPS, Productivity and other key performance indicators, ensuring alignment with organizational goals
  • Global Quality Assurance: Manage quality assurance for global regions, including APAC, MENA, SGP, and NZL, ensuring consistency and compliance across diverse operational environments
  • Team Leadership: Successfully manage a team of 20 members, fostering a collaborative and high-performance work culture
  • Reporting for Senior Management: Prepare and present reports for senior management, such as Regulated MI Reports and Quality Dashboards, providing valuable insights for decision-making
  • Training and UAT: Conduct training sessions for new and cross-functional teams on quality audit and assurance processes
  • Perform User Acceptance Testing (UAT) for new tools, enhancing quality operations
  • Quality Analytics and Forecasting: Generate quality analytics reports for forecasting and operational metrics, supporting data-driven decision-making processes
  • Ensure operational effectiveness and control by monitoring process health, identifying gaps, and driving continuous improvement initiatives
  • Deliver on day-to-day operations of Delivery Services, ensuring quality, efficiency, and positive customer experience
  • Work in close coordination with onshore delivery services teams, HRDirect, Recruitment, Payroll and other key stakeholders to deliver comprehensive customer service
  • Multi-task to bring efficiency in managing and prioritizing tasks etc
  • Providing stellar service to customers with accurate resolution via SOP/Knowledge base/Supervisor support
  • Contribute to various HR Functions, including recruiting, training, onboarding, compensation and benefits as part of HR Operations Team
  • Play a key role in creating and updating employee job records and position data, ensuring timely communication with field operations, vendor managers, and senior management for effective issue resolution
  • Implement lean methodologies for operational processes.

CDD Analyst

HSBC (HR Services)
Vishakhapatnam
09.2016 - 11.2019
  • Client Onboarding: Ensured 100% compliance with New clients while onboarding to respective processes
  • KYC in HR: Identifying verified staff/stakeholders by procuring KYC details for unique identification of the employees enabling seamless HR services
  • KNOW YOUR EMPLOYEE: Collating Employee attributes and help in any type of investigations supporting ER and HR Advisory Teams.

Team Leader

Patra India BPO Services
Vishakhapatnam
02.2013 - 09.2016
  • Team KRA Management: Ensured the team quality must be the top priority and deliver high standards of customer service and ensured that we have enough capacity to meet the daily targets
  • Training & Development: Ensued team training with paramount subject matter and providing opportunities in the areas of development
  • Monitoring and reviewing team and individual performance and provide constructive feedback on a timely manner
  • Quality Assurance: Ensured 100% audit adherence for all HR Services
  • Stakeholder Management: Ensured to communicate process updates to all the stakeholders and publishing Org wide in newsletters
  • Project Execution: Been a part of new process Implementation team for endorsement department and facilitated staff with sustainable adoption rate
  • Process Improvisation: Successfully implemented two new processes for the vertical enabling reduction in error percentage and acquiring high quality for HR Services
  • ADHOC Activities: Active Team Organizer for various HR Services Events conducted throughout the verticals
  • Conflict Resolution: Impartially addressing issues and finding mutually beneficial solutions enabled me to foster productive outputs
  • Shrinkage Control: Keep workforce informed about company policies and the potential consequences of the shrinkage
  • Client Management: Deducing needs of the clients and developing strategies accordingly while maintaining ongoing communication subjecting for retaining clients over a long period of time.

Customer Care Executive (HR Services)

Mahindra Satyam
Vishakhapatnam
02.2012 - 01.2013
  • Compensation & Benefits: Orchestrated skills with respect to employee benefits including compensation queries with highest subject matter expertise
  • Learning & Development : Conducting Market research , gap analysis and implementing industry standards learning modules for the internal stakeholders
  • Market Research : Conducted primary and secondary market research techniques to understand the needs of the workforce aligning to the Organization’s HR Strategy
  • Gemba Walk : Acted as Gemba Walk POC for HR Support services
  • Coaching and mentorship: Conducting New Hires training planners and mentoring junior SME’s.

Education

Master of Human Resource Management - Human Resources Management

Andhra University
Visakhapatnam
09-2012

Skills

  • HR Operations
  • Induction
  • Onboarding
  • Employment Data Management
  • Time and Absence
  • Exit Management
  • Compensation and Benefits
  • Learning and Development
  • Employee engagement
  • Project Management & Leadership
  • Stakeholders management
  • Quality Auditing and Monitoring
  • Root Cause Analysis and Corrective Action
  • Global Quality Assurance
  • Team Leadership
  • Training and UAT
  • Delivering on day-to-day operations of Delivery Services
  • Recruiting
  • Implementing lean methodologies for operational processes
  • Team Leader
  • Training & Development
  • Monitoring and reviewing team and individual performance
  • Conflict Resolution
  • Shrinkage Control
  • Compensation & Benefits
  • Learning & Development
  • Market Research
  • Gemba Walk
  • Coaching and mentorship
  • Excellent organizational and time management skills
  • Good problem-solving skills
  • Excellent interpersonal skills
  • Excellent verbal and written communication skills
  • Knowledge in Indian Labor Law

Accomplishments

  • Presented Best CC Execute for the year 2012 in HR Support services.
  • Appreciation for creating FAQ modules in compensation & Benefits.

Personal Qualifications

Master of Human Resource Management (MHRM) from Andhra University S.D.E in the year 2010-2012.

Disclaimer

I hereby declare that the above-mentioned information is correct and I bear the responsibility for the correctness of the above-mentioned particulars.

Timeline

Assistant Manager HR Operations

HSBC
11.2019 - Current

CDD Analyst

HSBC (HR Services)
09.2016 - 11.2019

Team Leader

Patra India BPO Services
02.2013 - 09.2016

Customer Care Executive (HR Services)

Mahindra Satyam
02.2012 - 01.2013

Master of Human Resource Management - Human Resources Management

Andhra University

Similar Profiles

CREATE PROFILE
Bhaskara Nemala