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
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