Thomas Chacko

Professional Summary

• Exhibited extensive leadership, strategic & creative thinking in Project Management
• Skilled at leading teams to work in sync with corporate set parameters and quality / compliance standards.
• Expertise in mapping client requirements for global service delivery projects (Payroll & Taxes)
• Excellent in analyzing and assisting services Teams for process improvement & business excellence initiatives.
• Possess excellent interpersonal, communication & organizational skills.
• Ability to build strong rapport with personnel, Clients and associates based on knowledge, professionalism, and integrity.

ADP India Ltd.

· April 2024 till date as Deputy manager.

· October 2018 to March 2024 as Assistant Manager.

· October 2013 to October 2018 as Team Leader.

Roles and Responsibilities

Client Service Management

     Manage client service for 40 aligned clients
    Maintain healthy relationships with clients and Business Unit (BU) partners through frequent connects

Collaboration and Knowledge Sharing
    Work closely with Business Partners and Shared Services team members for knowledge and skill transfer
    Enable the team to service clients efficiently and provide stellar service

Digitalization and Change Management

     Support Digitalization projects and drive change

Payroll Optimization
    Drive Payroll Optimization projects with client partners

Training and Process Improvement
    Create SOP/Job aids and conduct training on payroll activities, applications, and cross-skilling team members

Quality and Compliance
    Manage Quality Enhancement (QE) and Year-End (YE) activities for clients

Technical Expertise
    Proficient in multiple ADP applications, including:
    Enterprise V4, 5, 6
    Payforce
    Workforce Now
    Siebel CRM
    Henry – Salesforce
    Autopay application

• Cross BU Payroll Optimization project.
• Achieving an rNPS of 74% and tNPS of 94% in FY'24, during the first year of E2E role.
• 4 New go-live between July ‘21 to Jan ‘23. Two clients are now Green and referenceable.
• Client Appreciation on Process Improvement idea to Automate HCV to be updated on W2's.
• Director Appreciation on successfully completing the QE/YE Audit Automation project.
• Director Appreciation for successful transition of three phases of a client from Implementation to Production.

Wipro Ltd. 

· June 2006 – March 2011 as Senior Associate.

· March 2011 – April 2012 as Quality Analyst.

· April 2012 – June 2013 as Team Leader.

Roles and Responsibilities

· Managing Process Critical Metrics.

· Managed a team of 20 Associates.

· Quality Check and Control Measures by remote monitoring calls and First Call Resolutions.

· Ensuring Customer Satisfaction.

· Meeting Sales Targets.

· Reducing call hold time and After Call Work time.

· Regular Coaching and Feedback to Team.

· Identifying process gaps and conducting trainings.

· Handling customer escalation calls.

• Date of Birth: 03/06/84
• Marital Status: Married