Mohammad Ayyub
Experience Senior Leader adept with handling large MHRM teams.
Hyderabad
Summary
Looking for senior managerial role to utilize my leadership skills to motivate teams and to exceed organizational objectives. Strategic leader with extensive knowledge of payroll service and implementation adept with business transformation methodologies whilst driving superior customer experience.
Overview
20
20
years of professional experience
2
2
Certifications
Work History
Senior Manager- Operations
ADP INDIA PRIVATE Limited
04.2025 - Current
- Currently responsible for managing and driving multiple HR service and implementation operations with total FTE count of 175(call center, chat and payroll implementation teams.)
- Responsible for driving best in class client experience and initiating and supporting business transformation projects with BPI team.
- Leader of leaders, working with first line leaders and product specialists to drive business efficiencies across all teams.
- Act as a single point of contact for all key business stakeholders and closely work with them on day-to-day operations.
- Responsible for performance management and Talent management.
- Meet and Design KPI’s basis organizational metrics to calibrate associate performance
- Oversee call calibration session and plan coaching sessions with product specialist support.
- Driving revenue by working closely with sales partners on payroll implementation projects and meeting revenue targets.
- Owner of strategic focus group that works on driving associate experience across the organization.
Manager-Operations
ADP INDIA PRIVATE Limited
09.2020 - 04.2025
- Currently managing multiple HCM (Human Capital Management service and implementation teams with a total head count of 160 FTE’S which includes client facing and semi voice teams.
- Driving teams meet all revenue targets along with delivering exceptional client experience.
- Conduct monthly reviews of all businesses and share monthly business reports with all onshore stakeholders.
- Strategize, build, and transition businesses from onshore and drive business efficiency.
- Working closely with OPEX teams to build efficiencies and improve overall client and associate experience.
- Performance management of all associates including first line leaders to build culture of service excellence
- Stakeholder management (Liase and work closely with all onshore stakeholders. Partner and collaborate to build
- Talent management works closely with talent acquisition teams to manage hiring needs of all business.
- Cross functional collaboration with other service delivery businesses to leverage best practices.
- Closely work with Technology teams on all product related enhancements.
- Drive associate engagement across all business functions to build highly successful teams.
- Conducts regular Associate experience Special focus group meeting which is tasked to run various initiatives to keep the workforce motivated and engaged.
Deputy Manager Operations
ADP PRIVATE LIMITED
04.2015 - 09.2020
- Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets
- Ensuring YTD targets & NPS (Net Promoter Score) are met for all the teams and are sustained at +24(80% of promoters versus detractors) month and month basis.
- Responsible for process efficiency across implementation business
- Responsible for all ISMS and BCP initiatives across Employer services division for Canada offshore business.
- Mapping client’s, identifying improvement areas & implementing measures to maximize customer satisfaction levels
- Regular and weekly meetings with onshore directors and managers to discuss forecast plan and strategy of implementation teams.
- Managing team functions viz. manpower planning, recruitment & selection, induction, performance appraisal, training, etc.
Assistant Manager-Operations
ADP PRIVATE LIMITED
01.2013 - 01.2015
- Responsible for creating reports for different metrics for performance management.
- Managing and supervising multiple payroll implementation of SBS, Majors and Nationals client through telephone payroll system and team pay web-based payroll services also transitioning it to client service team
- Administering processing of end-to-end payroll for all the Canadian clients also ensured their payrolls run successfully without any major errors
- Ensuring NPS (Net Promoter Score) of all the clients are achieved also consistency of 95% is maintained.
- Conducting weekly call calibration sessions with business partners to reduce the variation in the calls as per BU expectations and ensured 100% compliance is maintained for all Canadian payroll legislations.
- Supervising weekly dashboard preparation which are sent to the Canadian counterparts for reporting the regular progress of team
- Playing an active role in Innovation Team to support and implement all appropriate ideas across the departments and enhancing the performance of the team members.
Team Leader-Operations
ADP PRIVATE LIMITED
04.2011 - 09.2013
- Distinguished efforts in setting the entire process also ensured process is effectively migrated; process was migrated from Canada to India and built the entire process flow in coordination with the Canadian Business Managers
- Stellar role in maintaining NPS Scores at well over 90% and ensured the clients are billed on time.
- Played a pivotal role in achieving over $147,157 for the last quarter, which helped the team to exceed the forecasted plan year after year.
Team Lead-Operations
First American (India) Private Limited
07.2010 - 09.2011
- Accountable for shift planning according to the volume’s frequency on weekly basis
- Interacted weekly with the US customer to understand the process and product requirements
- Responsible for:
- Attending meetings with the offshore team on team audit calls to seek feedback on team’s performance also to discuss daily accuracy reports.
- Analyzing quality reports to ensure that proper feedback is given to the team members.
- Setting targets for the entire team & individual team members and conducted periodic performance Management.
- Preparing shift schedule for teams keeping in view the forecasts offs, leaves, etc.
- Monitoring the queue proactively and ensuring TAT is met as per the client expectations.
- Engaged in gathering production & quality reports/data, analyzed the same, developed plan of action to enhance people & process performance and forwarded the same data on a daily basis for MIS
- Led the team by balancing the leave utilization and getting them trained in required skill set
- Mentored potential team members for the next level and nominated them for learning and development workshops
Customer Service Representative
HSBC
11.2006 - 07.2010
- Served as a Collection Advisor for inbound and Outbound Retail Current Account (RCA) process and focused on achieving excellent call quality
- Prepared reports and supported manager in analyzing the data on timeliness and FTR (First Time Resolution) Modules
- Accountable for mentoring new joiners on call handling, customer satisfaction & various domains to enhance the performance
- Supervised inbound and outbound calls quality; advised CSE Team and guided them to improve by providing feedback
- Managed retail collections which collects on overdrawn current and advance accounts to reduce delinquency on high priority
- Conducted brainstorming sessions and did a comprehensive analysis for reducing customer complaints via Fish Bone Analysis Module
- (Data was collected from the loyalty team to analyze the reason for the complaints. Data was analyzed by Fish Bone Methodology and cause and effect for the increase in client complaints. This helped to relook at the overall process and devise effect method of reducing client complaints
Customer Service Executive
IVY Comptech
10.2005 - 10.2006
- Acted as a Customer Service Representative for handling both inbound and outbound calls
- Effectively managed all IT related issues of clients like installation of software and troubleshooting the same
Education
M.Sc - Microbiology
B.Sc - Biotechnology
Skills
Certification
PCL and PF1 payroll certification by NATIONAL PAYROLL INSTITUTION (Formerly Canadian Payroll Association)
Timeline
Senior Manager- Operations
ADP INDIA PRIVATE Limited
04.2025 - Current
Manager-Operations
ADP INDIA PRIVATE Limited
09.2020 - 04.2025
Deputy Manager Operations
ADP PRIVATE LIMITED
04.2015 - 09.2020
Assistant Manager-Operations
ADP PRIVATE LIMITED
01.2013 - 01.2015
Team Leader-Operations
ADP PRIVATE LIMITED
04.2011 - 09.2013
Team Lead-Operations
First American (India) Private Limited
07.2010 - 09.2011
Customer Service Representative
HSBC
11.2006 - 07.2010
Customer Service Executive
IVY Comptech
10.2005 - 10.2006