Ketan Kadam
HR Manager 1
Pune
Summary
13+ years of experience in the HR Shared Service , customer service industry and Supply chain, including over 9 years as a Team Manager with Amazon, Accenture, and Wipro, and 1 year with Concentrix. Currently working as a Team manager Amazon HR a Team Manager at Amazon HR Over 7 years of experience in retail & Energy Utility. Expertise in managing & leading teams for running successful process operations & experience of implementing procedures, service standards for business excellence Available for immediate joining.
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 9 years of extensive leadership experience in Customer service. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
14
14
years of professional experience
Work History
Team manager
Amazon
07.2021 - Current
- Currently, I am managing the Leave and disability team for the US region.
- Managing a team of 40+.
- Coaching, Mentoring and guiding the team constantly to ensure SLAs.
- Managing individual performance and discussing the same with them monthly one on one.
- Leave & roster management.
- Pre- and post-pregnancy leave management and short-term leave management and payment process and leave encashment.
- Approve leave, payment related to leave and escalation management.
Assistant manager
WNS
10.2019 - 03.2021
- SLA driving & AHT management for my team.
- Leave & roster management.
- Monitoring performance of my team & sharing feedback with team.
- Managing individual performance and discussing the same with them in monthly one on one.
- Coaching, Mentoring and guiding the team constantly to ensure SLA s.
Assistant manager
Concentrix
09.2018 - 10.2019
- Identifying area of improvement by analyzing the data from different sources.
- SLA driving & AHT management for my team.
- Leave & roster management.
- Monitoring performance of my team & sharing feedback with team.
- Managing individual performance and discussing the same with them in monthly one on one.
- Coaching, Mentoring and guiding the team constantly to ensure SLA s.
Service Delivery Operation Analyst
Accenture
04.2016 - 07.2018
- Identifying area of improvement by analyzing the data from different sources.
- Analyzing the area of improvement using SAP skill and knowledge.
- Develops problem solutions by describing requirements in a work-flowchart and diagram.
- Provides reference for customers by writing documentation; providing support and help.
- Managing individual performance and discussing the same with them in monthly one on one.
- Forecasting the incoming volume based on historical data Trend Analysis to spot the process flow & identify the Assignable Cause Variation.
- Maintaining weekly Scorecard to ensure that Operations is meeting Service Level Agreement requirements.
- Assisting organization at process level Design & Implementation of Business Continuity plans.
- Project with Accenture: -
- Late bill revenue leakage and possible solution.
- Customer NPS score analyzing and identifying the area of improvement.
- Identifying area for implementation of Automation through analyzing raw data.
- FT reduction and process improvement.
Team leader and Resource manager
Wipro
11.2011 - 12.2013
- HR shared services with Amazon.
- Leave and disability support to US employee.
- Pregnancy and Mental health cases support.
- Maintaining Productivity/Utilization/Quality/Attendance throughout the month.
- Helping colleagues in different process steps.
- Identifying process ideas.
- Acting as a Team player for the team.
- Handling different responsibilities within the team.
- Worked in different buckets (Billing/Metering/Finance).
Education
HSC -
Maharashtra Board
B.SC. - undefined
University of Pune
Skills
Decision making
Accomplishments
- Led a continuous improvement project to reduce cycle time for exception handling.
- Awarded 'Best AM' for Q1 2019.
- Recognized by clients and process managers for outstanding efforts in exception handling related to printing and invoicing.
- Reduced unbilled invoicing backlog from 20,000 to 200 within one year.
- Successfully managed BCP training transition from Manila to Chennai.
Disclaimer
I hereby declare that the information provided above is true to the best of my knowledge.
Timeline
Team manager
Amazon
07.2021 - Current
Assistant manager
WNS
10.2019 - 03.2021
Assistant manager
Concentrix
09.2018 - 10.2019
Service Delivery Operation Analyst
Accenture
04.2016 - 07.2018
Team leader and Resource manager
Wipro
11.2011 - 12.2013
B.SC. - undefined
University of Pune
HSC -
Maharashtra Board
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