Manager - US Payroll (People Services)
Maneesh Mohan
Walmart Global Tech
Bangalore,Karnataka
Overview
I love to dig into customer challenges and solve them with strategic operational improvements. I create, scale, and optimize customer service and operational processes that deliver exceptional results. To accomplish this, I focus on key metrics, build high-performing teams, and quickly adapt to evolving business needs.
I have enjoyed a progressive career spanning 14+ years in Customer Service, Customer Experience, and Operations, with a strong emphasis on Product Management, Data Analysis, and Strategic Planning. My professional experiences have taught me the following about myself:
I can successfully lead and optimize customer service and operational teams to achieve significant improvements in efficiency and customer satisfaction.
I put the customer experience at the center of all that I do.
- I excel at executing complex projects within given constraints.
- My gut instinct is good, but I seek data for my decisions.
- I can align, lead, and grow high-performing team.
I love to achieve results, but empowering the team to win gives me greater satisfaction.
- I effectively communicate with both technical and executive audiences.
- I craft compelling narratives that drive action.
- I take full ownership of my responsibilities.
I am committed to continuous learning and professional growth.
- I am constantly learning because I strive for excellence.
- I remain composed when facing challenges.
- I prioritize making informed, high-quality decisions.
I enjoy meeting new people and sharing insights. Reach out if you want to discuss customer experience strategies, operational excellence, or Product Management best practices.
Professional Skills:
#CustomerService #CustomerExperience #OperationsManagement #ProductManagement #DataAnalysis #AgileMethodologies #CRM #ProcessAutomation #TeamLeadership #StakeholderManagement #SLA #TATManagement #BusinessAnalysis #LeanSixSigma #TravelIndustry #Salesforce #Jira #PowerBI #Excel #SQL #RPA #Automation
19+
Years of experience
10+
Certification
Work History
2025.04 - Current1 Year 6 Months
Manager - US Payroll (People Services)
Walmart Global Tech | Bengaluru, KA
- Led the teams of 50 to enhance operational efficiencies and streamline processes.
- Developed strategic initiatives that improved team performance and productivity metrics.
- Conducted performance evaluations, providing constructive feedback and setting growth objectives.
- Collaborated with stakeholders to align departmental goals with organizational vision and strategy.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated performance metrics, identifying areas for improvement and implementing corrective actions effectively.
2022.01 - 2025.043 Years 3 Months
LEAD - OPERATIONS AND AUTOMATION
COGNIZANT TECHNOLOGY SOLUTIONS | Bengaluru, KA
- Managing a team of 52, enhancing daily performance
- Transitioned new line of business project with a 100% success rate
- Engaged in CRM enhancement and project automation to improve productivity and uphold project credibility
- Recommended and improved daily reports for clearer daily achievements
2018.10 - 2021.032 Years 5 Months
CUSTOMER EXPERIENCE ANALYST AND PROJECT LEAD
CLEARTRIP
- Managed a 19-member team in 3 locations (Bangalore, Mumbai, Pune) dealing with recruitment, training, scheduling & project up-gradation
- Met completion target in Ahead of time through Efficient Coordination and Planning.
- Succeeded in two of the payment integration product Payback and Flexifly which resulted 30% increase in booking percentage.
2010.11 - 2018.057 Years 6 Months
ASSOCIATE TEAM LEADER
247 AI
- I directed a team of 46 members for Tier1 & Tier2 whose responsibility was doing tasks such as Escalation, Refund & Cancellation, Amendment, ADM & LCC booking.
- I implemented streamlined solutions to production challenges, leading to a decrease of 10% in Average Handling Time (AHT).
- Provided hands on training with individualized feedback; this has contributed immensely towards reducing D-SAT (Customer Dissatisfaction) by 20%, improvement of QA score from 89%.
2007.12 - 2009.031 Year 3 Months
SENIOR CUSTOMER SERVICE ASSOCIATE
WIPRO
- Managed customer inquiries, handled cross-selling and upselling opportunities, and significantly boosted customer satisfaction scores from 65% to 90% by promptly addressing concerns and ensuring swift issue resolution.
Education
Bachelor of Business Administration | Business Administration And Management
Rabindranath Tagore University
Rabindranath Tagore University
Duration: December 2017 - December 2020
Skills
Accomplishments
- Build automation tool (Quick Email Bot) and analyzed reports for Operational improvement for the Managers
- Increased bookings by 30% by integrating 2 products (Payback and Flexifly)
- Achieved a 98% performance improvement and reduced FTE costs by 62%
- Grew team size from 10 to 46 through strategic recommendations and process enhancements
Certification
- Diploma in Aviation Hospitality and Travel management
- Lean Six Sigma (Green Belt) - QAI
- Practical Application for Generative Ai for Project Manager - PMI
- International Certified Career Coach Programs (Foundation Level)
- Business Analyst
- Project Management Essentials
- Process Mapping and Flowcharts
- Agile for Project Manager
- Project Genius - Generative AI
- Business Continuity Management 201 Intermediate (BCM)
- FTLP (Leadership Program)
- Cyber Security Champion 2.0 for Corp Function - VIT
Projects
· Successfully transitioned the SkyMiles Line of Business work to Cognizant.
· Orchestrated the integration of two products, Payback and Flexifly, at Cleartrip.
· Spearheaded the Revenue Project team, enhancing operational efficiency through automation of key tools.
· Managed the coordination of an RPA automation project, resulting in significant improvements in auto cancellation and auto refund processes.
· Build automation tool (Quick Email Bot) and analyzed reports to improve operations for the managers via vibe coding using Walmart's state of the art tool Code Puppy.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Timeline
Manager - US Payroll (People Services)
Walmart Global Tech
2025.04 - CurrentRead more
LEAD - OPERATIONS AND AUTOMATION
COGNIZANT TECHNOLOGY SOLUTIONS
2022.01 - 2025.04Read more
CUSTOMER EXPERIENCE ANALYST AND PROJECT LEAD
CLEARTRIP
2018.10 - 2021.03Read more
ASSOCIATE TEAM LEADER
247 AI
2010.11 - 2018.05Read more
SENIOR CUSTOMER SERVICE ASSOCIATE
WIPRO
2007.12 - 2009.03Read more
Rabindranath Tagore University - Bachelor of Business Administration, Business Administration And Management
Read more