Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Kishore Panchangam

Kishore Panchangam

Hyderabad

Summary

Seasoned operations leader with 20+ years of experience driving performance, transformation, and client success across payroll/HCM and global service delivery. Known for leading high-volume teams, optimizing processes, and launching scalable programs that balance operational excellence with employee well-being. Adept at stakeholder engagement, cross-functional collaboration, and data-driven decision-making to deliver measurable impact.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Deputy Manager - Payroll Operations

ADP Private Limited
03.2024 - Current
  • Transitioned End-to-End Payroll Operations roles (PSS/PSR/HRSS) as a part of cost reduction/developing a center of excellence for ADP Comp. Payroll vertical
  • Interviewed, performed background checks, hired, and trained 145 of associates in 2024.
  • Liaised with team members, stakeholders and senior leadership to coordinate activities, provisioning, environment setup, risk mitigation and follow-up.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Monitor client success through regular connects and contact evaluations
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Defined clear targets and objectives and communicated to other team members.
  • Set aggressive targets for employees to drive company success and strengthen motivation.

Program Manager - II

Amazon Development Center
06.2022 - 07.2023
  • Oversee the day-to-day operations within Amazon D2 (Digital & Devices) business along with incident management and daily deliverables
  • Interact with internal customers and clients to identify business needs and requirements.
  • Meet project stakeholders on regular basis to assess progress and make adjustments.
  • Coach team members on productivity strategies to accomplish challenging goals.
  • Address and resolve technical, financial, and operational concerns by working with team members and directors.
  • Collaborate with business leadership to set priorities based on business needs, resource capacity and risk exposure.
  • Identify program obstacles and communicate possible impacts to team.
  • Work with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
  • Demonstrate strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
  • Projects:
  • TNF (Thursday Night Football): TNF is a multi-billion dollar deal for Amazon Prime with the National Football League (NFL) wherein all Thursday Night Football matches would be live telecast on Prime Video in the US. I have led this project from inception to closure which included the following list of activities
  • Program Management: Liaise with the PM team to ensure seamless launch planning including overseeing the banner creations, ensure they comply with the legal requirements, and are displayed in the appropriate locations
  • KM Management: Drive the KM team towards creating the content useful for the CS Operations group to field any customer contacts accurately
  • Training Readiness: Identify CS resources to train across 5 geographic locations (US, India, Egypt, South Africa, Pueterico), drive the trainings, track the completion, and ensure readiness of agents before the actual event
  • Contact Deflections/IVR: Ensure all contacts are routed to the correct CS teams by creating IVR messages and contact deflections both on the phone and the chat medium
  • Live-Event Management: Be the primary contact between operations, workflow, capacity planning, and the tech teams to ensure seamless viewership, excellent customer experience, and overall success of the event
  • Stakeholder Management: Stay closely connected with senior Amazon leadership during the game day and post, keep them appraised of the service levels, generate and provide viewership reports, maintain repository of any issues faced, and eliminate repetition of such issues

Deputy Manager

Automatic Data Processing (ADP) Retirement Services
01.2019 - 06.2022
  • Team Management– Leading a team of `140 associates overseeing their well-being, career pathing, trainings, quality meets, 1:1s, Appraisal Discussions, Team Engagement (Constantly among the top at ADP corporate level), BU Engagement (‘4.85 every year)
  • Process Management – Transitioned multiple functions from on-shore locations to India, as a Deputy Manager including Client Service Manager and Implementation Support roles
  • Product Management– As an ASPPA certified professional, I have been on multiple calls suggesting product upgrades, working with GPT (Global Process Transformation) and FEO (Field Enablement Office)
  • Client Management– Work closely with BU counterparts so the team constantly stays aligned with changing client requirements and objectives
  • Process Automations – Ideated with the team on process developments, collaborated with GPT/FEO/Team-leads towards HC reduction and process streamlining

Assistant Manager - Client Services

Automatic Data Processing
01.2016 - 12.2018
  • Team Management– Leading a team of 40 associates overseeing the day to day business aspects including tracking Service Levels, ensuring adherence to process steps, Quality Assurance
  • Process Management – Transitioned multiple functions over a period of 3 years as a an Assistant Manager including Client Auditing and Mainframe Report generation roles
  • Client Management– Work closely with our BU counterparts so the team constantly stays aligned with the changing client requirements and objectives
  • Quality Assurance – Developed in-house quality checks for tasks that were complex in nature ensuring the client delivery of products/services is seamless
  • Mentored team members to enhance professional development and accountability in workplace.
  • Created employee schedules to align coverage with forecasted demands.
  • Developed loyal and highly satisfied customer base through proactive management of team and customer service strategies.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.

Team Lead

Automatic Data Processing
11.2006 - 07.2016
  • Analyzed business problems, identifying root causes and developing robust solutions.
  • Monitored and tracked associate progress to identify improvement opportunities.
  • Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
  • Developed and presented business cases, presentations and reports to senior management.
  • Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.

Sr. Collections Representative

Ivycomptech
09.2005 - 10.2006
  • Achieved performance goals on consistent basis.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.

Education

Bachelor of Science - Computer Sciences

Andhra Vidyalaya, Osmania University
04.1998

Skills

  • Performance monitoring
  • Program leadership
  • Process Management
  • Project Management
  • Human Resource Management
  • Cross functional Team Builder
  • Strategic planning
  • CBTL - Certified Business Team Lead
  • CBQA - Certified Business Quality Analyst
  • EMBARK Leadership Certification
  • Process and procedure development
  • Staff training and development
  • Human resources management

Certification

* CBTL - Certified Business Team Lead

* CBQA - Certified Business Quality Analyst

* EMBARK - ADP Leadership Certification

* ASPPA - 401(k) Certification

Timeline

Deputy Manager - Payroll Operations

ADP Private Limited
03.2024 - Current

Program Manager - II

Amazon Development Center
06.2022 - 07.2023

Deputy Manager

Automatic Data Processing (ADP) Retirement Services
01.2019 - 06.2022

Assistant Manager - Client Services

Automatic Data Processing
01.2016 - 12.2018

Team Lead

Automatic Data Processing
11.2006 - 07.2016

Sr. Collections Representative

Ivycomptech
09.2005 - 10.2006

Bachelor of Science - Computer Sciences

Andhra Vidyalaya, Osmania University

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Kishore Panchangam