Uzair Mukaddam
Mira Road (E)
Summary
Strategic Senior HR Operations Manager with expertise in AI solutions and automation to enhance team performance and operational efficiency. Focused on statutory compliance, payroll management, and audit processes, ensuring regulatory adherence. Led cross-functional teams to drive impactful results and implemented process improvements that increased productivity and reduced costs.
Overview
20
20
years of professional experience
Work History
Sr Manager HR Operations (AMPAC)
Foundever India Private Ltd.
03.2024 - Current
- Led HR Ops team to achieve operational efficiency
- Payroll Management
- Conducted compensation benchmarking and implemented adjustments
- Employee Welfare & Compensation Benefits Management
- Grievance Handling
- Managing Statutory Audits
- Keeping statutoryutory norms in constant check (PF, Stat Bonus etc)
- Adherence to Information Security/Statutory Compliance
- Career Development and Training for process improvement
- Facilitated interdepartmental communication to enhance collaboration
- Interaction with Global team members for sharing best practices
- AI Solutioning for HR and Automation
- Maintained HR management system
- Background Verification Process and Procedure
- Managed vendor integration activities
- Identification of skill gaps
- Facilitating disciplinary actions
Manager HR Operations (PAN India)
Sitel India Private Ltd.
06.2022 - Current
- Led HR ops team to achieve strategic HR objectives
- Oversaw HRMS operations to optimise human resource processes
- HR Reporting & MIS – HR Analysis
- Compensation Benchmarking and Adjustment
- Keeping Statutory norms in constant check (PF, Stat Bonus etcs)
- Managing Statutory Audits
- Addressed employee grievances to ensure a positive work environment
- Adherence to Information Security/Statutory Compliance
- Career Development and Training for process improvement
- Employee Welfare & Compensation Benefits Management
- Facilitated interdepartmental coordination to enhance operational flow
- Interaction with Global team members for sharing best practices
- Coordinated vendor onboarding to improve service delivery efficiency
- Identification of skill gaps
- Facilitating disciplinary actions
- Oversaw payroll management to guarantee accurate compensation
- Maintaining & Updating HR policies
- Performance Management System
- HR Solution and Automation
- Background Verification Process and Procedure
Asst. Manager – HRBP & HROps
Sitel India Private Ltd.
10.2019 - 05.2022
- Managing the HR Ops team for efficient results
- Managing Site Attrition and Absenteeism
- Employee Relations and Engagement
- Grievance Handling
- Daily floor visit to follow up on any employee related query, issues and concerns
- Streamlined processes to enhance operational efficiency.
- Coordinated cross-department collaboration to improve communication and workflow.
- Monthly/ Weekly meeting with Managers and Team Leaders
- Driving Performance Management System for the Site
- Monthly meeting with the Global Team for the development of the Employees/Managers
- Career Development and Training for process improvement
- Identification of skill gaps
- Facilitate disciplinary action
- Compensation Benchmarking and Adjustment
- Employee Welfare & Compensation Benefits Management
- Payroll Management
- Induction and documentation Formalities
- Employee File Management
- Maintaining various HR and Salary related reports
- Updating HR policies
- Adhering to the Background Verification Process and Procedure
- Adherence to Information Security/Statutory Compliance
- Conducting Skip Meeting and RAG
- Conducting IJP at various levels and for various positions
- Applied people management and team-building skills to strengthen team dynamics.
- Conducting IJP at various levels and for various positions
- Driving Performance Management System for the Site
- Monthly meeting with the Global Team for the development of the Employees/Managers
Human Resource Generalist
Sitel India Private Ltd.
02.2017 - 09.2019
- Managed and resolved employee complaints effectively
- Cultivated employee engagement initiatives to enhance workplace morale
- Employee Welfare & Compensation Benefits Management
- Induction and documentation Formalities
- Coordinated with bank to facilitate onboarding for new employees
- Managing Attrition and Absenteeism
- Streamlined workflows to optimise operational performance
- Oversaw employee documentation and records management to maintain compliance
- Adhering to the Background Verification Process and Procedure
- Monthly/ Weekly meeting with Managers and Team Leaders
- Daily floor visit to follow up on any employee related query, issues and concerns
- Assist the team member regarding the day to day activities
- Adherence to Information Security/Statutory Compliance
- Career Development and Training for process improvement
- Coordination with various department
- Identification of skill gaps
- Facilitate disciplinary action
- Managed payroll operations ensuring accurate and timely salary distribution
- People Management and Team Building Skill
- Revised HR policies to align with current regulations
- Maintaining various HR and Salary related reports
- Conducting Skip Meeting and RAG
- Publishing Analysis for the Site (Attrition, Absenteeism, Trend, Gap, etc.)
- Managed internal job postings for diverse roles
- Driving Performance Management System for the Site
- Led monthly discussions with global team focused on employee and manager development
Team Leader – Operations
Sitel India Private Ltd.
06.2015 - 01.2017
- Managed individual and group performance, implementing performance and career development plans to enhance team capabilities.
- Addressed non-achievement of Service Level Agreement, developing and implementing solutions to consistently meet targets.
- Managed attendance, service level, and schedule adherence during the shift.
- Conducted weekly and monthly performance reviews, establishing improvement plans to enhance team outcomes and process efficiency.
- Preparation of performance metrics of the team on a weekly and monthly basis and setting of individual targets.
- Supervise multi-skilled agents on the floor from various line of business; billing issues, sales and customer retention issues.
- Implement new split skill and train the agents for new line of business.
- Train other Team Leaders, Quality Assurance Professionals and Subject Matter Experts on VOIP services (Non-Voice and Voice).
- Handle Rewards & Recognition programs along with fun activities to boost up the moral and motivate agents to performance improvement and employee engagement.
- Worked with unit HR to implement retention initiatives.
- Meeting the Customer and Client requirements.
- Resource utilization and management.
- Handling Client and Customer Escalation.
- Process Framework on how to manage the customer experience end to end.
Customer Service Professional & Subject Matter Expert
Sitel India Private Limited
10.2008 - 05.2015
- Supported management of US sales and technical support operations to enhance customer service delivery.
- Handled inbound and outbound calls, resolving technical queries to improve customer satisfaction.
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
Customer Service Professional - Operations
Accenture
03.2008 - 08.2008
- Resolved technical issues within US semi-conductor operations, enhancing operational efficiency.
- Handled inbound/outbound calls, providing technical support to customers to ensure query resolution.
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
Front Office Executive
First Fitness Private Limited
03.2007 - 03.2008
- Ensured client satisfaction and addressed concerns through effective communication
- Achieved set sales targets through consistent customer engagement
- Enhanced customer experience to retain members
- Managed cash handling procedures to ensure financial integrity
- Identified new market opportunities to boost company revenue
- Monitored inventory to maintain optimal stock levels
Sales Associate - Operations
Reliance Info Communication
02.2006 - 01.2007
- Supervised sales staff to enhance product knowledge and customer interaction.
- Generating Business with Polite Service.
- Managed customer public relations initiatives
- Handling a team of five members.
- Managed stock levels to ensure availability and minimise wastage.
- Merchandising & Displays of Vouchers.
Education
Indian Certificate of Secondary Education - Science
Christ Church School
Mumbai01-2003
Master of Business Administration - HR Analytics
Amity University
Online05-2026
Bachelor of Science - General
Shobit University
Meerut01-2008
Certificate of Higher Secondary Education - Science
Maharashtra Board
Mumbai01-2005
Skills
- Statutory compliance
- Payroll administration
- Data analysis
- Microsoft Excel
- Strategic planning
- Strategic leadership
- Strategy execution
- Crisis handling
- Cross-functional team leadership
- Global collaboration
- Financial oversight
- Negotiation mastery
- Strategic thinking
- Operational support
Disclaimer
I hereby declare that all the information furnished is authentic and complete to the best of my knowledge.
Languages
English
Advanced
C1
Hindi
Proficient
C2
Marathi
Intermediate
B1
Interests
- Adventure Sports
- Exploring Places
- Music
- Movies / Web Series
Timeline
Sr Manager HR Operations (AMPAC)
Foundever India Private Ltd.
03.2024 - Current
Manager HR Operations (PAN India)
Sitel India Private Ltd.
06.2022 - Current
Asst. Manager – HRBP & HROps
Sitel India Private Ltd.
10.2019 - 05.2022
Human Resource Generalist
Sitel India Private Ltd.
02.2017 - 09.2019
Team Leader – Operations
Sitel India Private Ltd.
06.2015 - 01.2017
Customer Service Professional & Subject Matter Expert
Sitel India Private Limited
10.2008 - 05.2015
Customer Service Professional - Operations
Accenture
03.2008 - 08.2008
Front Office Executive
First Fitness Private Limited
03.2007 - 03.2008
Sales Associate - Operations
Reliance Info Communication
02.2006 - 01.2007
Indian Certificate of Secondary Education - Science
Christ Church School
Master of Business Administration - HR Analytics
Amity University
Bachelor of Science - General
Shobit University
Certificate of Higher Secondary Education - Science
Maharashtra Board