Rajesh Devaraj

• Managed end-to-end Master Data Management (MDM) from 'Hire to Retirement' process in Workday HCM and SAP HCM, including handling personal data changes and job changes, etc.
• Trained and mentored new team members, improving team efficiency by 15% and reducing service-related errors. Conducted audits for all tickets processed by agents and provided direct feedback for improvement.
• Managed weekly and monthly meetings with various zones and ensured accurate data quality accuracy for Workday HCM and SAP HCM KPI's are maintained in the system.
• Successfully managed mass uploads for UK new hires (Interns) using EIB templates, ensuring 100% accuracy and timely updates in Workday and SAP, which enhanced onboarding efficiency.
• Participated in daily stand-up meetings with People Business Partners (PBPs) and the Payroll team to ensure all queries and issues were highlighted and addressed promptly. Additionally, I organized and led monthly retrospective calls with PBPs and the Payroll team by creating presentation decks and discussing the agenda items.
• Managed weekly continuous improvement meetings with the payroll team to address and resolve open issues prior to payroll closing, ensuring zero impact on employees.
• Generated probation letters for UK employees based on monthly reminder reports and effectively communicated them to line managers and People Business Partners (PBPs).
• PMO for employee experience and Workday implementation for the Europe Zone. Led UAT testing sessions, monitored bugs, coordinated retesting, and collaborated with Workday and SAP tech teams. Reported on testing progress and issues, ensured that all scenarios were accurately loaded in Azure DevOps for UAT testing.
• Tools Worked: Workday, SAP, Salesforce, ServiceNOW, PowerBi, MS Excel and Azure DevOps
• Projects 1: Data Quality Governance - Managed data quality governance by establishing and leading recurring calls with various zones to ensure alignment and progress towards our data quality KPIs. My efforts helped us meet our targets by the end of the year, and as a result, I was honoured with awards and recognition for my contributions.
• Projects 2: Continuous Improvement - Collaborated with the payroll team to address and resolve payroll issues identified in Workday and SAP. I maintained updated trackers and held regular, weekly meetings with the integration team to ensure all issues were addressed and resolved.
• Projects 3: Workday Implementation - Successfully drove UAT testing for the Europe zone and implemented the process in Workday and developed SOPs simultaneously.
• Projects 4: Employee Contracts - Successfully implemented a BOT to automate the weekly processing of over 100 employee contracts in Workday every Friday, effectively eliminating manual processes.

• Managed Tier 1 Inbound calls & Tier 2 backend operations concerning US Benefits (Health Insurance), Master Data Management (Hire to Retirement Process in Workday HCM and SAP HCM), and Payroll from active and retired US employees, including creating Jira tickets as needed and managing escalations.
• Managed queries from the HRServiceCenter@Anheuser-Busch.com email box, ensuring prompt creation of Jira tickets, and conducted C-Sat surveys as required for all emails and calls received from employees and PBPs.
• Managed daily Jira tickets received from employees and PBP's, and also collaborated with various vendors to resolve queries within the specified SLA.
• Conduct weekly meetings with different vendors to discuss the open action items and provide resolutions.
• Assisted employees with queries and guided them through the annual enrollment process, as well as supported them with life event changes.
• Oversaw end-to-end appeal processes, updated trackers, and held weekly meetings with the appeal committee members.
• Managed uploading payroll salary files weekly and monthly for all Europe & Nordics employees, utilizing JP Morgan tool, and collaborated with the Treasury team for releasing payments on timely payments.
• Managed the preparation and distribution of monthly reports, including headcount reports, beer reports, death file reports, and sundry payments reports.
• Tools Worked: Workday, SAP, Jira, Benefits Portal, Incontact, PowerBi, JP Morgan and MS Excel
• Projects 1: Successfully trained and streamlined the process between Tier 1 (handling calls) and Tier 2 (backend operations) and effectively closed all the gaps.
• Projects 2: Successfully developed Standard Operating Procedures (SOPs) for all call scenarios from active and retired employees, enabling new team members to refer during calls to improve service delivery.
• Projects 3: Successfully implemented a BOT to automate the monthly beer report process which eliminated manual tasks and increased in efficiency.

• Managed end-to-end Master Data Management (MDM) process from hire-to-retirement processes in SAP for European employees.

• Utilized SAP to extract reports for maintaining data quality KPIs and ensuring accurate data.

• Created purchase requisitions (PR) for various vendors in ERP and regularly uploaded invoices received from the payroll team.

• Prepared visa letters and verification of employment (VOE) letters for employees traveling for business and educational purposes on behalf of Cisco.

• Conducted background verification checks for both active and retired employees and provided confirmation via email with the completed template attached.

• Tools Worked: Salesforce, SAP, ServiceNOW, HRMS and MS Excel.

• Projects 1: Successfully streamlined and improved the payroll process by conducting root cause analysis on all payroll issues identified during payroll closing. Collaborated with the technical team and closed gaps by creating a ticket in ServiceNOW.

• Projects 2: Built standard operating procedures (SOPs) for hire to retirement process (Workday and SAP) and payroll processing.

• Served as Quality Advisor at Convergys for AT&T process
• Listened to calls handled by US employees, provided feedback on adherence to SOPs
• Conducted audits and shared quality percentages metrics via email
• Trained two new batches as process trainer and developed SOPs

• Began career at Convergys as Customer Care Associate for US JP Morgan bank client
• Managed end-to-end inbound calls for 'EBT' food stamps card process
• Managed escalation calls and promoted to subject matter expert
• Trained three batches on the process and oversaw their certification