Monika Choudhury

• - Led end-to-end US Payroll service delivery for a multi-client portfolio, ensuring compliance, accuracy, and timeliness.

• - Directed cross-functional teams to execute quality improvement projects including EZLM and WFN Tool upgrades, enhancing delivery efficiency.

• - Spearheaded implementation of Siebel CRM projects across locations; improved SLA adherence and reduced operational closed case by 18%.

• - Coached and developed team leads, creating a leadership pipeline through tailored training and succession planning programs.

• - Championed knowledge sharing culture, leading multiple “Train-the-Trainer” programs aligned with strategic goals.

• - Collaborated with stakeholders across payroll, compliance, and IT functions to streamline process transitions and ensure seamless service delivery.

• - Actively engaged in employee engagement and diversity programs; recognized as 1st Runner-up in “She Hack Hackathon”.

• - Reduced escalations through structured feedback loops and preventive RCA actions.

• - Established SLA dashboards and led weekly governance meetings with clients and senior leadership.

• - Built high-trust teams through recognition, transparent communication, and performance coaching.

• - Managed over 100 FTEs across multiple telecom and CRM delivery locations; delivered consistent performance across critical client metrics.

• - Played a pivotal role in stabilizing operations by managing bench talent and optimizing workforce allocation.

• - Conducted onboarding and new hire training programs with 100% throughput, enhancing productivity and time-to-performance.

• - Delivered successful process transitions, including KM Tool upgrades, while ensuring seamless handovers and SLA continuity.

• - Led SLA and KPI review forums; analyzed trends and implemented action plans that improved quality scores by 22% YoY.

• - Recognized for people-first leadership style and awarded “Extra Miler” and “Inspiring Team Lead” for performance excellence.

• - Implemented a structured mentoring framework for junior leaders and high-potential associates.

• - Designed and implemented RCA-based improvement plans, improving CSAT and reducing repeat errors.

• - Fostered a continuous learning environment through gamified knowledge sharing and peer coaching.

• - Handled payroll management, statutory compliance (PF, ESIC), and administrative functions.

• - Coordinated with vendors and managed workforce data accuracy and documentation.