Jensen Thomas
Delhi
Summary
Seasoned HR and Operations leader with over 20 years of diverse experience in driving excellence in HR Shared Services, People Operations, and Workforce Management. Proven expertise in managing large teams, enhancing employee experience, and implementing innovative HR practices. Recognized for outstanding organizational and leadership skills, with a strong track record of achieving SLA metrics, stakeholder management, and mentoring future leaders.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager, People Operations
Concentrix India Services Pvt. Ltd.
Gurugram
06.2022 - 02.2024
- Spearheaded People Solutions Center, achieving key SLA metrics, including i9 closure rates and compliance standards
- Directed vendor management across platforms like Truescreen and Emptrust, ensuring seamless HR service delivery
- Enhanced employee experience through insights-driven decision-making and proactive engagement strategies
- Led, mentored, and developed a high-performing team of supervisors to achieve strategic objectives
- Oversaw Workday PII management, analytics reporting, and audit readiness across HR practices
- Successfully improved employee satisfaction metrics by 15% through tailored solutions
- Reduced compliance-related escalations by 25% through robust policy enforcement
Senior Supervisor, Command Center - WFM
Concentrix India Services Pvt. Ltd.
Gurugram
11.2014 - 06.2022
- Managed real-time workforce operations across multiple sites, optimizing resources to meet SLA targets
- Delivered strategic analytics and performance insights to improve call trending and program KPIs
- Supervised a team of 25 ICC members in a 24x7 multi-site environment
- Promoted 90% of team members to advanced roles between 2015-2021
- Won 'CNX Reward Program' for exceptional contribution in Q2, 2019
Manager, Projects
Hindustan Wellness Limited
New Delhi
04.2014 - 10.2014
- Designed and executed end-to-end service delivery models, ensuring timely diagnostics and consultation services
- Collaborated with senior leadership to enhance operational efficiency and client satisfaction
- Drastically reduced customer complaints, achieving a 95% satisfaction rate
- Automated reporting processes for streamlined service delivery
Manager, Quality
IBM – Global Process Services
Noida
06.2011 - 08.2012
- Established quality assurance frameworks for high-profile accounts like KPMG and AT&T
- Utilized Lean and Six Sigma tools to drive process improvements
- Successfully set up QA processes for new accounts, driving operational excellence
Education
PGDBM (MBA) -
Institute for Integrated Learning in Management (IILM)
New Delhi01.1996
B.Com (Hons) -
P.G.D.A.V College, Delhi University
New Delhi01.1994
Skills
- HR Shared Services
- People Operations
- Stakeholder Management
- Communication
- Data Analytics
- Process Optimization
- SLA Compliance
- Audit Readiness
- Workforce Optimization Strategies
- Leadership Development
- Change Management
- Employee Engagement
- Advanced MS Office
- Workday Proficiency
Certification
- Six Sigma Green Belt (IBM)
- COPC Certified Professional (Aegis Ltd.)
- Advanced Training in Workforce Management Tools
Awards
- Winner, 'CNX Reward Program' (Concentrix, Q2 2019)
- Recognized as 'Player of the Tournament' in WFM Football Tournament (2016-17)
- Zero Attrition Achievement (Multiple Roles)
Languages
English, Fluent
Timeline
Manager, People Operations
Concentrix India Services Pvt. Ltd.
06.2022 - 02.2024
Senior Supervisor, Command Center - WFM
Concentrix India Services Pvt. Ltd.
11.2014 - 06.2022
Manager, Projects
Hindustan Wellness Limited
04.2014 - 10.2014
Manager, Quality
IBM – Global Process Services
06.2011 - 08.2012
PGDBM (MBA) -
Institute for Integrated Learning in Management (IILM)
B.Com (Hons) -
P.G.D.A.V College, Delhi University
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