Pawan Kr. Sharma

• Review business goals to recommend new HR approaches, policies and procedures for continual improvements focused on meeting business objectives and enhancing productivity
• Driving up Ramp up plans for North America & APMEA Geography for the Digital Foundation services business
• Planning, execution and monitoring for PIP levers to improve profit margin, employee retention & growth
• Responsible for performance review, shift planning, development and appraisal for aligned Assistant Manager & Deputy Manager
• Optimum utilization of bench resources & fresher intake for closing open demands for NN/EN & SOT position to meet the threshold
• Preparing NN/EN tracker & dash board for TOP leadership review to highlight current progress, challenges and mitigation plan
• Collaboration with Delivery , Domain track lead, TAG, T2ID and PMO team to resolve any fulfillment/skill development challenges
• Leading the Offshoring PIP where in work very closely with Finance, Delivery & TAG to plan on the target, closing of onboarding at offshore and release closure at onsite
• Closely monitor the DFR plan for aligned RDU to ensure time release, back up plan and training need for DRF releases for skill development and redeployment
• Drive separate weekly call with Delivery/ TAG (onsite/offshore)/ Domain leads to discuss in details challenges related to fulfillment, plans to mitigate, support required from leadership for all NN/EN and SOT demands

• Major responsibilities:
• Responsible for managing operations seamlessly and adherence to SLA ensuring client satisfaction. Ensuring team member/SME achieves agreed standards in relation to their job assignments.
• Monitoring performance by conducting 1-0-1 meeting, identifying improvement areas and implementing adequate measures to maximize optimum utilization of resources.
• Preparing weekly /monthly business review about team performance and other key highlights
• Developing strategies for reducing/managing attrition, improving employee engagement and promote healthy competitive environment.
• Planning monthly roster and updating OT hours
• Co-ordinate with inventory team for case assignment, Tracking case progress and follow – up with onshore team for external dependency for PG and escalated cases impacting multiple claims
• Doing regular TNA with team member and collaborating with L&D team to address the same so that Analyst consistently add - on to their existing skill sets
• Collaboration with HR, training & facility team to ensure seam less onboarding of new hire and resolve any concern for existing employee.
• Monitoring team performance, identifying improvement areas and implementing adequate measures to maximize optimum utilization of resource
• Doing Interim and Cumulative review meeting, provide feedback on past year performance, share annual rating and appraisal

Rewards and Achievement:

• Team of the Quarter – Q2,17
• Manager Excellence Award
• People Champion Award

• Coordinated ongoing technical training and personal development classes for staff members.
• Tested all training software and hardware prior to commencing training programs. Assessed skill gaps for employees and developed training courses to meet identified needs.
• Managed new employee orientation training process for new employees. Reviewed and edited all training materials for accuracy and company policy compliance.
• Communicated all learning and performance objectives, schedules and training assessments to upper management .
• Developed surveys to identify training needs based on projected production processes and changes. Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.

• Joined as Process Champion/Trainer and got promoted as, Major responsibilities:
• Managing team of 15 fte with multiple clients taking care of 5 major processes
• Resolving queries, handling ongoing escalation and reviewing adherence to
• SLAs
• Monitoring the performance, identifying improvement areas and implementing adequate measures to maximize optimum utilization/satisfaction
• Conducting monthly review about performance and share and receive feedback
• Monthly report about process / team performance with stake holders
• Developing strategies for reducing attrition, improving employee satisfaction and promote healthy competitive environment
• Liaising with other functions to ensure smooth onboarding and New Hire knowledge transfer
• Responsible to look for addition of new work type from client
• Responsible for process documentation
• Responsible for internal compliance audits and adherence of process document with organizational and statutory policies
• Ensuring team members are following compliance rules like no phone on floor

• US pension payroll processing for aligned client.
• Audit and review of all deliverable from GOSS shared
• Transition and SOP creation for new work type
• Handling challenging worktype like QDRO calculation, Stop pay re-issue, Death processing etc

• Outbound call to generate leads for our cleint basis interest show over the call by users.
• Ensure quality (FATA/Non FATAL ) errors scores are met
• Need provide the CPH required and support new team members