SYED RAHMATH ULLAH
HR Operations Manager
Hyderabad
Summary
HR Operations Manager leading service delivery across employee support workflows, quality, and escalation management, handling 800-1000 employee escalations per month and resolving 97% of employee cases within quality standards. Uses SLA and KPI management plus audit trends to improve productivity, accuracy, and compliance across complex HR operations. Brings coaching, performance management, and change leadership to strengthen team capability and steady service delivery in a high-volume support environment.
Overview
7
7
Certifications
18
18
years of professional experience
Work History
TAT Ambassador - Employee Services (MHLS)
Amazon Development Center
06.2024 - Current
- Act as a specialized MHLS escalation point supporting employees through international transfers and relocations, ensuring seamless service delivery from offer acceptance through Day 2
- Partner with Immigration, Compensation, Benefits, Global Talent Management, and PXT teams to resolve complex employee cases, improving first-time resolution and employee satisfaction
- Supported operational continuity and quality standards by identifying employee pain points and recommending targeted process improvements
- Ensured timely resolution of escalations, minimizing turnaround time and addressing potential employee experience issues
- Apply domain expertise to deliver accurate guidance aligned with Amazon policies and global HR standards
- Collaborate with relevant HR centers of excellence and other relevant stakeholders to deliver a seamless experience across the employee lifecycle
- Facilitated smooth transitions for leaders and employees, enhancing overall employee experience
- Helped leaders and employees navigate through transitions smoothly
MHLS Team Manager - MyHR Live Support
Amazon Development Center
09.2021 - 06.2024
- Led and developed team of MHLS Advisors and Specialists to support employee inquiries about payroll and benefit practices via phone, email, chat, and SIM ticketing, fostering a collaborative culture centered on customer obsession and accountability
- Managed workforce planning, scheduling, and coverage across multiple workflows, ensuring SLAs and KPI's targets were consistently met and exceeded
- Set operational goals aligned to strategic vision, driving consistent improvements in quality, productivity, utilization, and SLA adherence
- Oversee performance management processes, including goal setting, performance reviews, and development plans via quality assurance mechanisms, including case audits and trend analysis, improving accuracy and compliance across the team with avg HMD(How's my drive) score of 95%
- Conducted regular performance reviews, written and verbal coaching, and development planning, resulting in improved individual performance and reduced attrition
- Oversaw performance management processes, including goal setting, performance reviews, and development plans through quality assurance mechanisms such as case audits and trend analysis, ensuring 95% average HMD (How's my drive) score for accuracy and compliance
- Partnered with MHLS US Domains, People experience technology, Quality, Training, and Program Management to expand service coverage and address operational risks Oversaw high-priority executive and stakeholder escalations in partnership with US Domains, PXT, Quality, Training, and Program Management teams, ensuring 100% resolution within 24-hour SLAs.
- Guided team through change management initiatives for process updates, system changes, and evolving business requirements, enhancing team adaptability and responsiveness
- Led small-to-medium HR technology and process projects, including knowledge base updates, SOP revisions, and User Acceptance Testing (UAT) for multiple tool performance management tool launches.
ERC HR Specialist - Employee Services
Amazon Development Center
06.2016 - 09.2021
- Handled complex and escalated employee relations cases as subject matter expert within Employee Resource Center (ERC), ensuring effective resolution
- Delivered accurate, policy-compliant resolutions to employee queries, improving employee experience and trust
- Conducted case analysis and root cause investigations, proposing long-term solutions to prevent repeat defects
- Developed and maintained SOPs, training documentation, and knowledge base content to enhance operational consistency and support employee services
- Designed and delivered training programs and knowledge transfer sessions, closing skill gaps across frontline teams
- Partnered with cross-functional teams to support operational changes, new launches, and process improvements
- Mentored junior specialists, leading to improved quality scores and enhanced productivity within the team
Process Developer
GE Money Services
08.2008 - 02.2013
- Supported end users in private-label credit card operations, ensuring compliance with service quality standards
- Managed delinquent account counseling and payment resolution to enhance customer retention and satisfaction
- Delivered training on billing disputes and payment options, minimizing repeat customer contacts
- Supported end users for private-label credit card operations, ensuring adherence to service quality standards
Education
MBA - Finance
Anwar Ul Uloom College of Business Administration, OU
Hyderabad, India 04.2001 -
B.com -
Anwar Ul Uloom Degree College- OU
Hyderabad, India 04.2001 -
Skills
Employee relations case management
Workplace investigations
Policy interpretation
Escalation management
Conflict resolution
Employee lifecycle management
Global mobility support
HR service delivery
Workforce planning
SLA management
Payroll administration
Benefits administration
Workday HRIS
Service level reporting
Performance management
Process mapping
Accomplishments
- Owned the process improvement idea of transitioning Benefits Callback ticket creation from TAT team to benefits team which saved 100+ hours of manual work for the TAT team.
- Achieved 15% increase in productivity through effective training and auditing mechanism.
- Delivered a 98% on-time resolution rate by streamlining SLA management, ensuring consistent accuracy and operational efficiency.
- Resolved product issue through consumer UAT testing.
Certification
Preventing Workplace Harassment - Amazon
Timeline
TAT Ambassador - Employee Services (MHLS)
Amazon Development Center
06.2024 - Current
MHLS Team Manager - MyHR Live Support
Amazon Development Center
09.2021 - 06.2024
ERC HR Specialist - Employee Services
Amazon Development Center
06.2016 - 09.2021
Process Developer
GE Money Services
08.2008 - 02.2013
MBA - Finance
Anwar Ul Uloom College of Business Administration, OU
04.2001 -
B.com -
Anwar Ul Uloom Degree College- OU
04.2001 -
AWARDS:
Dazzlers, Master Blasters