Pavan G Achcha
Team Manager - People Experience Technology(PXT)
Hyderabad
Summary
Results-driven HR Operations Manager with 14+ years of experience across HR operations, employee engagement, payroll management, and team leadership. Proven ability to implement process improvements, ensure compliance, and drive employee development within fast-paced environments. Expertise in leading cross-functional teams, enhancing productivity, and managing complex HR processes to meet organizational objectives and maintain high employee satisfaction.
Overview
16
16
years of professional experience
6
6
Languages
Work History
MHLS Team Manager, Work Events
Amazon
07.2024 - Current
- Company Overview: Employee Svcs, Employee Experience
- Collaborated with Payroll POCs to address and resolve inaccuracies in payroll processing, particularly concerning Did Not Get Paid (DNGP) tickets.
- Delivered comprehensive coaching to team members on accurate ticket handling, tracked all feedback on Quip, and ensured timely updates to resolve payroll issues, enhancing payroll compliance and accuracy.
- Initiated proactive collaboration with Workforce Management (WFM) to address high volumes in live channels, providing contact drivers analysis for forecasting purposes.
- Reported key volume trends in Weekly Business Reviews, ensuring leadership is informed and enabling quick adjustments to meet SLAs, even during peak periods.
- Detected and escalated critical system issues on the MyPay portal, particularly affecting Direct Deposit and Tax tiles.
- Coordinated with ADP to implement corrective actions and displayed proactive communication by notifying employees of these issues, thereby minimizing potential disruptions and improving system reliability.
- Led W2 tax handling training by creating instructional materials and quick reference guides, ensuring complete understanding and compliance among MHLS Corp employees.
- Spearheaded a 'MyTime' refresher course in collaboration with WFM, overseeing NPT planning, coding accuracy, and gathering feedback to improve future training effectiveness.
- Co-created the FunStars SOP and managed the launch of the year’s inaugural event, coordinating communication and follow-up surveys to gather employee feedback, which provided insights for future event planning and improved employee engagement.
- Supported the Benefits domain by setting up Slack channels for streamlined support, training team members on interim procedures, and troubleshooting USC tool issues.
- Facilitated the phased ADP NextGen registration for both training and live environments, maintaining a 100% registration rate among MHLS Corp employees.
- Created a dedicated Slack channel to provide guidance on registration steps and troubleshoot issues, significantly enhancing the team’s operational readiness.
- Proposed and led four initiatives under the 'Process Excellence' program, including survey pop-ups and additional feedback channels, improving employee feedback mechanisms and engagement.
- Led the response to USC tool outages, coordinating with USD Prod support and communicating resolution updates to ensure continuous service and SLA adherence.
- Managed the MHLS Rewards & Recognition Program for Q2, working with team leaders to utilize budget allocations fully and facilitate timely recognition for employee achievements.
- Employee Svcs, Employee Experience
- Daily: Monitored live queues, responded to WFM notifications, addressed back-office roadblocks, and managed ad-hoc tasks.
- Weekly: Provided leadership updates at WBRs, managed weekly FunStars engagements, tracked IND team leave data, and monitored 'MHLS CL Essential Skills' training completions.
- Monthly: Downloaded and reported security fails from QuickSight, updating compliance trackers and sharing year-to-date metrics.
MHLS Corporate Team Manager
Amazon
05.2022 - 07.2024
- Company Overview: High Touch Svcs, Employee Experience
- Managed a team of 20 HR specialists, focusing on compliance, employee development, and operational consistency.
- Coordinated SLA management and process improvements, consistently achieving performance targets and enhancing team morale.
- Designed and implemented an SOP for Time Card Correction, achieving 100% compliance in timekeeping across the team.
- Led bi-weekly training initiatives to upskill team members on policy updates, optimizing response accuracy and reducing escalation rates.
- High Touch Svcs, Employee Experience
ERC Team Manager
Amazon
08.2020 - 04.2022
- Company Overview: People eXperience and Technology (PXT)
- Oversaw a team of 20 advisors, providing mentorship, handling escalations, and ensuring compliance with HR service standards.
- Introduced enhancements to case handling workflows that increased efficiency and reduced resolution times.
- Achieved a 25% reduction in SLA breaches by implementing workload-balancing techniques and continuous training on case management.
- People eXperience and Technology (PXT)
- Notable Achievement: Achieved a 25% reduction in SLA breaches by implementing workload-balancing techniques and continuous training on case management.
Quality Analyst
Amazon
11.2019 - 04.2022
- Company Overview: Employee Resource Centre (ERC)
- Conducted comprehensive quality audits for a team of 35 associates, ensuring adherence to knowledge base (KB) standards and established quality parameters.
- Initiated one-on-one coaching sessions to address performance gaps identified during audits, resulting in improved employee performance and compliance.
- Performed monthly manual audits for 'Third Party Callers' and 'Self-Sufficiency' cases, proactively identifying trends to improve customer focus and close knowledge gaps within the team.
- Employee Resource Centre (ERC)
ERC Sr. Admin
Amazon
04.2019 - 11.2019
- Company Overview: Employee Resource Centre (ERC)
- Provided support across four primary domains (Health & Welfare, Employee Lifecycle, Financial Benefits, Payroll) by managing HR cases through Remedy ticketing and Panorama systems.
- Generated four GEMBA improvement projects, one of which was implemented to enhance operational efficiency, with the other three under review.
- Assisted with complex benefits issues, including medical, dental, vision, and commuter benefits, and managed financial queries related to RSU and 401(k) benefits, ensuring a high standard of support.
- Employee Resource Centre (ERC)
ERC Sr. Associate
Amazon
11.2016 - 03.2019
- Company Overview: Employee Resource Centre (ERC)
- Delivered high-quality support for employee queries across payroll, garnishments, and timesheet issues, consistently resolving contacts with a focus on customer satisfaction.
- Managed manual check calculations, time card and timesheet records, paycheck card entries, and provided assistance in distributing checks, thereby ensuring timely payroll processing.
- Collaborated with internal partners on trouble tickets, conducted root cause analysis, and implemented process changes to reduce future contact needs and enhance service quality.
- Employee Resource Centre (ERC)
Group Accountant (SQL Payroll & Accounting)
Hawk Logistics & Shipping Sdn Bhd
05.2014 - 11.2016
- Company Overview: Malaysia
- Processed monthly payroll for employees, including generating reports and managing all payroll-related activities such as direct deposits and payroll tax filings, ensuring smooth and accurate payroll operations.
- Supervised Accounts Payable (AP), Accounts Receivable (AR), and client invoicing, maintaining alignment with company policies and accurate financial reporting.
- Prepared and analyzed monthly and annual accounting records, financial statements, and cash flow forecasts, providing insights to support company decision-making and ensuring accurate documentation of financial activities.
- Malaysia
Sr. Customer Service Representative (SAP Payroll)
Automatic Data Processing (ADP)
03.2013 - 04.2014
- Utilized SAP R/3, ESS/MSS, and PeopleSoft for payroll processing and employee data management, addressing client issues with precision and ensuring compliance with payroll standards.
- Managed complex cases involving new hires, terminations, salary changes, and other payroll adjustments, achieving high client satisfaction by resolving inquiries efficiently.
- Assisted clients with updates on tax statements and bank details, demonstrating expertise in global payroll systems and an ability to resolve cross-functional queries.
Subject Matter Expert – (T&E)
GENPACT
02.2012 - 02.2013
Process Developer – T&E (UK, US, CAN & PR)
GENPACT
06.2011 - 02.2012
Process Associate – AP (UK)
GENPACT
06.2009 - 05.2011
- Managed Accounts Payable (AP) and Travel & Expense (T&E) processes, ensuring timely vendor payments, filing corporate claims, and handling employee reimbursement.
- Facilitated AMEX Corporate Card applications, coordinated daily processing, and managed escalations, improving the efficiency and responsiveness of corporate card services.
- Audited expense claims against established policies, ensuring compliance and timely reimbursement, and prepared detailed monthly revenue reports and dashboards for the finance team.
Education
B.com - undefined
Aurora’s Degree College
Skills
HR Operations & Process Optimization
Interests
Cooking
Personal Information
- Date of Birth: 04/22/86
- Marital Status: Single Parent
Timeline
MHLS Team Manager, Work Events
Amazon
07.2024 - Current
MHLS Corporate Team Manager
Amazon
05.2022 - 07.2024
ERC Team Manager
Amazon
08.2020 - 04.2022
Quality Analyst
Amazon
11.2019 - 04.2022
ERC Sr. Admin
Amazon
04.2019 - 11.2019
ERC Sr. Associate
Amazon
11.2016 - 03.2019
Group Accountant (SQL Payroll & Accounting)
Hawk Logistics & Shipping Sdn Bhd
05.2014 - 11.2016
Sr. Customer Service Representative (SAP Payroll)
Automatic Data Processing (ADP)
03.2013 - 04.2014
Subject Matter Expert – (T&E)
GENPACT
02.2012 - 02.2013
Process Developer – T&E (UK, US, CAN & PR)
GENPACT
06.2011 - 02.2012
Process Associate – AP (UK)
GENPACT
06.2009 - 05.2011
B.com - undefined
Aurora’s Degree College
Similar Profiles
Jessica MaciasJessica Macias
Area Manager at AmazonArea Manager at Amazon
Deepak P LDeepak P L
Quality Assurance Compliance Specialist at AmazonQuality Assurance Compliance Specialist at Amazon
Kymarha DorsainvilKymarha Dorsainvil
Warehouse Worker at AmazonWarehouse Worker at Amazon
Abdulhalim LarryAbdulhalim Larry
Delivery Driver at AmazonDelivery Driver at Amazon
Sameer TelikicherlaSameer Telikicherla
PAM Consultant at Capgemini India Pvt Ltd.PAM Consultant at Capgemini India Pvt Ltd.