Pankaj Thukral

· Lead EMEA hub for Time and Attendance unit in HR that covered Czech Republic, Slovakia, Poland, Ireland, Netherlands, Spain, South Africa and the UK.

· Talent Management for over 50 members spanned in Prague, Hyderabad, Bangalore and Virtual Contact Centers

· Baselined year-on-year metrics for each country and created yearly goals for the team with 20% improvement in the area of service levels, overall resolution time, first contact resolution and process hand-offs.

· Led Weekly and Monthly Business Reviews with Leadership Team covering success stories, new launches and expansions, wow metrics, hiring status, mass issues, weekly capacity utilization and overtime hours

· Implemented fresh solutions into business strategies to improve customer experience and overall resolution time.

· Managed Employee Benefits program across 3 entities of Barclays spanning in 4 hubs Noida, Chennai, Pune and Mumbai

· Resolved employee issues and inquiries regarding health and insurance, company car lease and accommodation benefits via a CRM tool Siebel with 92% SLA

· Introduced a new product under Employee Benefits domain through business proposals for implementing Voluntary Parental Insurance for employees with additional premium

Partnered with Finance, Sourcing and Vendor partners for purchase orders and timely invoice processing

· Collaborated with leadership to implement Disciplinary, Capability and Grievance policies for their credit card division (Barclaycard).

· Conducted Quarterly Employee Opinion Surveys and suggested action plans basis penetration themes

· Conducted exit interviews with employees leaving company to gauge opportunity areas and controlled attrition rate to be less than 3%.

· Investigated and liaised with legal department to respond to complaints of harassment, discrimination, employee grievances and other sensitive issues and prepared position statements for Employee Relations Team.

Resolved employee issues, disputes, employee terminations, capability and disciplinary procedures.

· Conducted over 20 new hire orientation sessions to complete joining formalities

· Verified and submitted accurate payroll and exit inputs for more than 200 employees every month for payment processing.

Employee document management and retention for 15k employees, identified areas to build internal controls and document retention policies.

· Provided excellent customer service by efficiently resolving issues and responding to inquiries via +100 calls in a day

· Surpassed sales goals through implementation of effective marketing strategies for Broadband Services in UK.

• Handled inbound customer chat conversations for a gaming company (NC Soft) to educate customers / players on product features