Swetha BL

• I was responsible for the Global Expert Level (India, Asia Pacific, Europe, Middle East, Latin America ,Noth America) to ensures quality and efficient outputs through timely and accurate responses of the squad
• People manager role overall responsible for the achievement of the KPIs, successful rotation of the career pathways program, ensure ticket prevention activities, elimination and automation, close partnership with the HR function on the successful client results, skill of the squad and the future of its team members
• Oversee payroll operations for a workforce of [employees, ensuring accurate and timely processing of payroll transactions
• Develop and implement payroll policies and procedures to ensure compliance with federal and state regulations
• Collaborate with HR team members to address employee inquiries and resolve payroll-related issues
• Manage payroll vendor relationships and negotiate service agreements to optimize service delivery and cost-effectiveness
• Conduct audits and internal controls to identify discrepancies and ensure payroll accuracy
• Provide training and support to HR staff and managers on payroll processes and systems.

Responsibilities.

1. Deep dive on unsolved tickets based on HR function and region:

➢ Improve resolution time on requests with functional dependencies.

➢ Improve overall employee experience and NPS.

➢ Emphasize proper and timely handling of requests e.g. status, documentation, usage of Zendesk, assigning tickets on time.

➢ Prevent escalations from happening

2. Managing Escalations and Expedited Requests:

➢ Avoid incorrect resolution and routing of requests with cross functional dependencies.

➢ Meeting the employees needs and priorities.

➢ Prevent further escalations to upper management.

➢ Advisors learning from the experience after feedback has been provided.

➢ Improve overall employee experience and NPS

3. Deep dive on NPS results focusing on detractors and passives:

➢ Improve NPS and increase participation rate.

➢ Understand if it's a skill or a will issue and address through training (regional) and coaching.

➢ Provide feedback to the functional team on policy review.

➢ BOT feedback on the content to either improvise or add or delete.

➢ Reiterate proper tagging on No survey field in Zendesk.

4. Provide operations support to regional leaders based on function specialty:

➢ Provide regional support on Zendesk requests via email and chat.

➢ Support FTE for regional squads.

➢ Positive impact on solved volumes and TAT

5. Provide Webex and slack support to employees on complex requests

➢ Live support provided to employees through Webex and slack.

6. AskHR BOT Content Enhancement:

➢ Outcome of Engagement team's deep dive on NPS.

➢ Request for changes on BOT content, adding or deleting content based on regional feedback and requests.

7. Engagement and Interlock with the Functions:

➢ Review and discuss Performance (KPI) of both AskHR and Function teams per region.

➢ Create action plans, execute, and implement.

➢ Improve HR Function response time, close and address gaps from both sides.

➢ Discuss feedback from regional and functional teams.

➢ Discuss upcoming cycles and events, working with the functional teams on reviewing FAQs and comms to be sent to employees.

➢ Ensuring BOT and w3 are updated and coordinate for refresher training and enablement sessions as required.

8. Interlock with the Regional Teams (Team Leaders)

➢ Deep dives discussion on unsolved requests

➢ Aligning globally on process and program

➢ Sharing of best practices

➢ Creating action plans on areas for opportunities and monitoring status until addressed

9. Interlock with the Regional Advisors.

➢ Discuss the need of training and address pain areas.

➢ Clarification on policy questions

➢ Helping on requests

➢ Live examples shared with advisers to make them confident on different request scenarios.

10. Weekly interlock with BOT managers

➢ Discussing Bot updates and content management

➢ Sharing NPS feed backs and suggesting on improvement

➢ Sharing feedback from regions

11. Training the regional teams.

➢ Refreshers as often as possible with new process updates, policy updates, feed from T2 ETC,

12. Enablement Sessions with the regional teams on upcoming cycles.

➢ Provide or coordinate training with the regional teams on upcoming program cycles.

➢ Discussions may include staffing on expected volumes.

13. Info session with Team HRP.

➢ Conduct info sessions with Team HRP to align and understand their scope on specific functional programs.

➢ When and when not to assign requests to Team HRP

➢ Info session may include Zendesk usage.

14. Quarterly Cadence Calls with the functions and BOT manager.

➢ Interlock with function to discuss the Quarterly performance and developments of the team, talk and help required YTD KPI etc.

➢ Knowledge Management.

➢ Providing updates through slack channel maintaining Training

15. Optimizing Zendesk Features.

➢ Digital Worker, Fast track and Creation of Macros

16. Quality Check on responses and documentation.

➢ Monitoring responses provided by Advisors.

➢ Tagging of right topic subtopic

17. Reporting and Analytics Support for functions and regional teams.

➢ Processed or Raw data assistance on need basis.

➢ Deep dives on subtopics

18. Process updates cascade.

➢ Cascade updates at the earliest to the regions either through slack or mail.

19. Review and correction of scope with the function and regional teams.

➢ Discuss opportunities to expand scope for AskHR on requests that are still going to the function team.

➢ Coaching of advisors on invalid requests transferred to function teams.

• HR Services Professional are responsible for the delivery of quality, timely HR Services, delivering them with a customer-oriented growth mindset and behavior
• They provide digital and human support for various HR processes as well as answer queries about various processes, looking for ways to improve a client`s experience through automation and transformation ensuring the employee experience is prioritized.

Responsibilities.

As a HR Team lead for GS Payroll and Offboarding taken responsibility towards managing and assisting Global Payroll process Reporting Queries and ensure any changes towards the same are taken care ontime by coordinating with stakeholders.

➢ As a HR Delivery Team lead job responsibility is to manage head count, SLA, procure necessary approvals, interacting with operational teams, on boarding activities and to arrange trainings, co-ordinate with resources.

➢ Manage the daily team activities and ensure the daily operations run smoothly.

➢ Monitor continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans to manage day to day work.

➢ Analyze chat/email volume reports on daily, weekly, and monthly for continuous improvement.

➢ Compare results to forecast and identify opportunities for improvement. (Introduced Tax calculator in AskHR chatbot which has immensely cut down tax deduction queries for India)

➢ Analyzing forecast as against actual volume, average handled time, staffed hours, absenteeism, schedule adherence and other metrics on daily basis and taking adequate remedial actions in case of any deviations.

➢ Determining optimal work schedules and effective scheduling of non-productive activities like meetings, training sessions, and vacations to ensure that response time and service goals are met.

➢ Drive Continuous Improvement in the team along with metrics improvement (Updating digital worker responses for any recurring queries, working as part of fly squad project in reducing volume, training other squad team members on payroll process, being a chat dispatcher to ensure the chat metrics are achieved, Working with Innovation team on improving the tax calculators).

➢ Knowledge and experience of working across cultures and with local legal requirements.

➢ As Team lead to give and receive regular feedback.

➢ Establish culture and drive employee engagement.

• Worked in different roles, worked as HR Executive, HR Specialist (SME)
• Handled queries related to Payroll, Payables, COMG, EDM, Off boarding, Benefits, Time Management, HRMS, etc
• This role encompasses HR Advisors
• They handle individual queries through emails and chats from all their clients (client employees and managers)
• Topics include, but are not limited to, Compensation & Benefits, Workday, EDM & Mobility, Travel & Expense, Payroll & Offboarding and Learning
• The HR Advisors perform 1st level support and receive the queries first through digital and human tier
• Manages the end-to-end handling of HR specific employee and manager queries
• Simple to Complex
• This involves working closely with HR functions in various countries.

Responsibilities.

As HR Specialist (SME) Handling queries related to

Payroll – Pay slip clarification, queries related to PF, Gratuity, Income tax, Income tax declaration, Income tax proof submission, Payroll policy and other payroll related issues.

Travel and Expenses – Business travel policy, expense claim process and claim status.

Centralized Organization Management Group (COMG) – Transfer status & process.

EDM (Employee Data Management) – Assisting employees to update personal data in the HRMS system, Letters.

Off boarding – Separation Policy, system navigation to raise separation request, Separation request status.

Benefits – Hospitalization policy, Accident policy, ESPP and other benefit related policy.

Time Management – Leave policy and updating. HRMS – HRMS Tool Navigation and update

As a Tier 2 (SME), addressing the escalated queries and coordinating with the backend team for speedy resolution.

➢ Creating videos using Camtasia software that educate employees in using the HR applications & tools.

➢ Involved in various HR related process and having area of expertise in Payroll & Income tax, On & Off boarding of employees, Payables, WYAH (While you are here), Compensation & Benefits, COMG (Centralized Organized Management Group Transfers) and Time management.

➢ Assisting the Employees with Policy related issues and directing them to a smooth stay at work, educating the employees the Do’s and Don’ts.

➢ Working on the R3 SAP-HR (HRMS) for maintaining the employee records thoroughly.

➢ Assisting the employees on the newly launched SAP Portal also helping them troubleshoot the technical issues to certain extent.

➢ Answering to employee’s grievance via emails as-well and assisting them with issues related to Payroll – Salary & Income Tax break up’s, explaining the Policies in detail and the follow up on the Payable related queries to the peaks of IBM standards.

➢ Analyzing the employee need and requirement and providing the suitable solution to resolve the problems there by ensuring active closure of employee requests within the TAT.

➢ Aiding managers and employees related to transfer navigation, hospitalization policy clarification, leave policy, raising leaves in HRMS portal and SAP Navigation Worked closely with the backend team to address employees concerns and issue closure. Application used during process. SAP, IBM Web portal, HTML, Lotus notes, Microsoft office (word, excel and power point), Zendesk, Info Agent and HRMS tool.

• A Business Development Executive is responsible for identifying and pursuing new business opportunities to drive growth and revenue for an organization.

Responsibilities.

➢ Conduct market research to identify potential business opportunities, trends, and competitors.

➢ Identify and pursue new business opportunities through networking, cold calling, and lead generation.

➢ Coordinate with internal teams to gather information and develop responses to RFPs (Requests for Proposal)

➢ Communicate business development opportunities and strategies to internal stakeholders, including sales.

• Communicate with internal stakeholders, such as team members, supervisors, and other departments
• Coordinate with external stakeholders, such as vendors, customers, or partners
• Respond to queries, resolve issues, and provide support as needed
• Perform quality control checks to ensure process outputs meet standards
• Collaborate with team members to resolve quality issues
• Participate in training ant programs to improve process knowledge and skills.