Rathan Das

Bengaluru

Summary

Organized Service Delivery Analyst with 10+ years of experience supporting service delivery management teams through analysis and management of customer data. Competent service-level manager and trouble shooter, working to keep customers satisfied and supported. Expert data manipulator with extensive background in customer analytics, identifying service discrepancies and reporting when necessary.

Overview

years of professional experience

Work History

Accenture

HR Service Delivery Senior Analyst

04.2022 - Current

Job overview

Designing & implementing business continuity plans to ensure smooth operations for attainment of the defined objectives in coordination with Leadership, Stakeholders & Lines of Businesses
Assisting people and developing team for the HR functions which involves employee life cycle activities like preparing Process documentation (Process Maps, DTPs), team management, Managing Workflow
Established relationship with Onshore Team with regular interaction on process well-being, as well as on dashboard presentations
Monitoring SLA's Quality review, RCA and providing feedback to the team to maintain quality
Supervising team KPIs and retention initiatives
Conducting audit; identifying performance related issues, developing an action plan for improvement by remedial training
Focusing on planning, organizing a project, identifying, and managing resources, formulating the project team, and efficiently guiding the team through all phases until project completion
Finding the systematic approach to dealing with the transition or transformation for all Employee life cycle processes or technologies
Capturing or documenting all the steps in a particular task
Preparing SOPs, DTPs, CCS, Supplementary Documents and System Procedures, preparing the Change order and getting signoff
Provisioning/Deprovisioning access for the internal technical tools and coordinating with internal technical teams to sort the technical issues across HRSS teams
Systematically identifying stakeholders; analyzing their needs and expectations; and planning and implementing various tasks to engage them.

Infosys BPM Limited

Team Lead - HR Operations

01.2013 - 03.2022

Job overview

Managing External recruitment and Internal Job Posting portal for Infosys
Posting jobs, screening, scheduling interviews assessments, result announcement for all the business units as per their requirement
Employee life cycle activities such as on-boarding, training, project allocation, bench management, IJP, CNB, ESeparation, Contract Renewal, Leave and Attendance, Vendor management, Bench Management, Abscond Process management.
Motivated and trained employees to maximize team productivity.
Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
Managed internal operational standards and productivity targets.
Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
Analyzed department metrics and performance and reported findings to management.
Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
Compiled training materials for new employees and tracked skill development.
Collected customer feedback and made business adjustments to improve retention and satisfaction.
Evaluated customer needs and feedback to drive product and service improvements.
Evaluated staff performance and provided coaching to address inefficiencies.
Developed and updated tracking spreadsheets for process monitoring and reporting.

Education

Marimallappa's College

Bachelor of Business Management (BBM)

01.2013

Skills

Operations & Process Management
Process Documentations
Process Transition & Transformation
Process Automation
SLA / Escalation/ Compliance Management
Process Audit
Lean and Six Sigma Methodologies

Dashboard Reporting & Analytics
MS-Excel, MS-Office, Salesforce, ServiceNow
Change Management
Team building
Problem-Solving
Flexible and Adaptable

Languages

English

Upper intermediate (B2)

Tamil

Intermediate (B1)

Kannada

Bilingual or Proficient (C2)

Personal Information

Date of Birth: 05/03/92

Awards

iStar Award - Prestigious award given to high performers - Infosys BPM Ltd.
Team extra miler award - Award given for coordinating with different teams and closing the task successfully - Infosys BPM Ltd.
Process Champion - Award given for handling process with 100% SLA - Infosys BPM Ltd.
Spot Award - Award given by managers for best performance - Accenture Pvt Ltd.

Hobbies and Interests

Sports
Photography
Travelling
Cooking
Reading Books

Timeline