Ankur Sharma
Pune
Summary
Results-driven Human Resources professional with over 14 years of comprehensive experience in HR management and Customer Service. Currently serving as a Team Leader in Human Resources, adept at overseeing Query Management Team, Employee relations, and Performance management. Demonstrates a strong ability to manage cross-functional teams, streamline HR processes, and foster a positive work environment. Proficient in handling customer inquiries, resolving issues efficiently, and ensuring high levels of customer satisfaction.
Overview
13
13
years of professional experience
Work History
Team Leader Human Resource
John Deere India PVT LTD
Pune
01.2023 - Current
- Contributed to the development and testing of HR data collection forms, ensuring relevant data collection aligned with requirements
- Edited documents in line with organizational style guidelines and prepared information for publication
- Built effective working relationships within the organization, providing high-quality professional services with senior colleagues' guidance
- Created and ensured compliance with a company-wide document management system
- Resolved queries from internal/external customers, providing information on complex processes and policies, and referred issues for policy interpretation as needed
- Conducted complex HR data analyses, identified key trends, and contributed to creating insights for business issue diagnosis, employee engagement enhancement, and performance improvement
- Identified noncompliance within the team, reported instances, and escalated issues as appropriate
- Provided coaching to team members to develop their skills
- Investigated questions related to existing programs, processes, and procedures
- Advised on designing new processes and systems to meet professional standards
- Interpreted data and identified possible answers, navigating a variety of processes and procedures
- Developed own capabilities and those of direct reports within the existing development framework, providing specialized training or coaching
- Supported internal customers and helped manage internal client relationships
- Conducted research using primary data sources for analyzing key themes and trends
- Assisted others in utilizing knowledge management systems effectively
- Explained local action plans to team members, supporting their understanding of business goals and motivating them to achieve them
- Developed and monitored procedures for the organization
- Participated in assessment and development planning activities, formal and informal training, and coaching to enhance personal performance and maintain professional accreditation
- Maintained understanding of relevant technology, external regulation, and industry best practices through ongoing education, conferences
- Participated in regular meetings with senior leadership to provide updates on team progress
- Maintained a positive work environment that promoted collaboration between team members.
Process Leader
Capita India PVT LTD
Pune
04.2016 - 12.2022
- Lean Six Sigma Yellow Belt Certified
- Have the responsibilities to maintain productivity & adherence for the team
- Preparing SOPs for the process and getting them approved from the client
- Conducting weekly one on one for the advisors who are in the bottom quartile, regarding the scores and how they can achieve the MTD
- Ensure appropriate number of quality audits on completed cases are conducted on a timely basis and assisting the team in maintaining the team's quality as per Quality Framework
- Manage Quality feedbacks and Disputes
- Maintaining individual stats – Quality and Operational on timely basis
- Ensure any changes to the pre-defined processes are adequately documented and approved
- Actively participate with the technical team to identify and cascade process/product updates between UK and India
- Conduct the required process/product knowledge enhancement session
- Conduct calibration calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations
- Driving the SLAs for each individual in the team to make sure that CPH is maintained on a daily basis
- Shift updates given to the onshore team along with highlighting any system issues
- Providing periodic updates (weekly/monthly) to higher management
- Maintaining the forecasted staffing levels at all times
- Prepare reports in line with the process requirements
- Ensure timely payroll inputs are provided to avoid delay
- Timely preparation of roster
- Using trending data from Quality team to create one on one or group trainings to resolve training discrepancies
- Communicated regularly with internal stakeholders regarding progress updates on projects related to process improvement efforts.
Senior Process Associate
ADP PVT LTD
Pune
06.2013 - 12.2014
- Have the knowledge to process payroll for US Clients
- Supporting the new members on the floor and conducting trainings on the daily tasks
- Client communication on weekly calls regarding payroll processing and daily updates
- Supporting a team of 8 members with getting the payroll task and daily payroll activities done
- Have worked on Tax and other Deduction in addition to the payroll
- Working on the quarter End Year End tasks
- Receiving the daily SRs from clients and responding them to meet the SLA.
Process Executive
Infosys BPO LTD
Pune
09.2011 - 06.2013
- Worked with Infosys BPO Ltd for 21 months as a process executive
- Was the best performer on the floor for Six months
- Have the experience to support the team for 7 months in the absence of SME
- Conducted process training for the team members
- Taking escalations chats for the other team members.
Education
B.Com -
Pune University
Higher Secondary -
Pune
SSC -
Maharashtra State Board
Skills
- Leadership and Team Management
- Technology Implementation (Chatbots, Ticketing Tool, Deere AI Tool)
- Employee Relations and Conflict Resolutions
- Performance Management
- HR Process Improvement
- Customer Service Excellence
- Training and development and Knowledge Management System
- Communication and Interpersonal Skills
- Coaching & Mentoring
- Team Supervision
- Service Level Agreements
- Key Performance Indicators
Personal Information
- Date of Birth: 11/13/88
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Disclaimer
I hereby declare that the above furnished details are true and correct to the best of my knowledge.
13th June 2024
Hobbies and Interests
Passionate cricket enthusiast and active participant, relishing both the strategic thrill of spectating and the spirited play on the field. Equally enthusiastic about Movies/Tv series, enjoying a diverse range of films/series for their storytelling prowess. These hobbies instill values of teamwork, creativity.
Timeline
Team Leader Human Resource
John Deere India PVT LTD
01.2023 - Current
Process Leader
Capita India PVT LTD
04.2016 - 12.2022
Senior Process Associate
ADP PVT LTD
06.2013 - 12.2014
Process Executive
Infosys BPO LTD
09.2011 - 06.2013
B.Com -
Pune University
Higher Secondary -
Pune
SSC -
Maharashtra State Board
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