ANAND IYERMobile: 09567861062 ~ E-Mail: anandiyer.iyer@gmail.com

Seeking assignments in Client Relationship Management / Team Management with an organization of reputeIndustry Preference: BPO / Financial Services ~ Location Preference: Anywhere

AREAS OF EXPERTISE

A result-oriented professional with nearly 7 years of experience in:Operations Management Customer Service Operations Process Transition Process Improvements Team Management Escalations ManagementPerformance Management SLA Management MIS Reporting Man Power Handling Interview Client Handling

• Proficient in managing & leading teams for running successful service delivery & process operations • Experience of implementing procedures & service standards for business excellence• Deftness in setting out quality standards for various operational areas and implementing quality systems &

procedures to facilitate a high-quality customer experience, while adhering to the SLAs• Skilled in streamlining business processes, defining continuous improvement processes, developing employees’

strengths and building strong teams, structures & processes for smooth operations• Adept in recruiting, developing & motivating highly focused teams that successfully meet & exceed company objectives• Excellent interpersonal, communication and organizational skills with proven abilities in team management and

customer relationship management

AREAS OF EXPERTISE

• Monitoring the overall functioning of processes, identifying areas of improvement and implementing adequate measures to maximize customer satisfaction level

• Preparing MIS reports & other statements with a view to apprise management of the process operations • Guiding service operations for rendering and achieving quality services; providing first line customer support by

answering queries & resolving their issues while ensuring minimum TAT• Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and

meeting of individual & group targets• Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as

per defined guidelines • Setting out quality standards for various operational areas and ensuring a high-quality customer experience while

adhering to SLAs & work processes • Having in depth knowledge of US and UK taxation• Efficiently streamlined Transition Process within an year of timeframe where the perception of client has changed from

the project being into Red to Green status • Handling the availability of resources that would be required for a project.• Working from home in case of any necessary• Responsible for Presentation of Monthly stats and data to the client

ORGANIZATIONAL EXPERIENCE

Aug'13 - till date: Northgate Arinso Pvt. Ltd., Kochi as Team Leader

Key Result Areas

US Payroll, Benefits and Compensation: Transitioned US payroll process from Canada service center to India. Work as a project lead for payroll transition. Hands shake with the client Sr. manager and knowing the expectation what they are expecting with the project.

Team management• Efficiently man managing a team of 18 members with 15 offline and 3 online.• Meeting delivery of services to clients as per the committed deadlines • Accountable for ensuring that the payrolls are processed on time within the prescribed timeline and accuracy• Timely KPI discussions with the team members. • Guiding & mentoring team members for enhanced productivity levels • Forecasting attrition of the team. • Responsible for taking exit interviews and providing details to HR for FnF settlement.• Working with Quality to forecast the error trend and the providing necessary feedback to agents.• Discussion on yearly appraisal.

• Rating and Stack ranking agents monthly based on their performance• Conducting process knowledge test for associates monthly.• Interviewing candidates for lower level management.• Presenting monthly data to stakeholders on a month on month basis.• Playing a major role in year-end plan for payroll and compensation.

Client Relationship Management • Interacting with clients on issues and any other updates to be provided on periodic basis• Making calls to discuss any project to be offshore for specific.• Reviewing accuracy and error reduction plans along with RCA on a monthly basis.

Transition• Effectively transitioned work from Canada service center to India for one of the major client. Worked as a project

transition lead in supervising and ensuring that the knowledge is transferred effectively and efficiently.• Monitoring updating of process documents, FTE requirement• Involved in preparation of KT tracker• Responsible for SOP updation as well as resource allocation • Ensuring all the required training knowledge are delivered• Attending daily calls from clients and responsible for managing transition leads for providing daily update about transition• Deftly transitioned end to end payroll from Canada to India also performed virtual transition for Boston Scientific client.• Involved in testing for ADP payroll application.• Having Canadian VISA.

Taxation• Possess a great knowledge of US taxation• Resolving queries of employees relating to their W2• Processing of corrected W2 (W2C) and sending across to the employees for tax filing.

UK Payroll: Worked as a Team leader for UK payroll. Man managed a total of 9 clients with total team strength of 15 members.

Team Management• Man managed end to end payroll for 9 clients with a team strength of 25 associates• Administering SSP SMP SPP schemes• Providing training & support to new employees and more junior members of the team• KPI discussion monthly basis• Stack Ranking and Rating agents based on their performance• Discussion on yearly appraisal.

Operational Management:

MIS Reporting• Developing & presenting MIS and Management reports• Generating KPIs, monthly review presentations, dashboards, productivity utilization reports and FTE calculation • Planning of resources allocation.

Leave and Attendance• Providing approval of leaves for associates• Circulating leave tracker to HR team on timely basis

Significant Accomplishments• Recognized among “Gold Club” member for implementing more than 15 process improvement ideas• Ensured stability of the employee during recruitment process; gave process improvement ideas like creation of macros,

creation of reports from SAP, etc. to increase the customer satisfaction level• Efficiently undergone Six Sigma GB training & UK fundamentals training • Successfully reduced error numbers from 200 to 0 with process improvement

Mar'08 - Aug'13: AON Hewitt Associates, Vashi, Navi Mumbai as Team Leader

Key Result Areas

US Payroll

Transition• Effectively handled virtual transition of British Petroleum client for WFA process• Formulated SOPs for all the process

Payroll and WFA Processing• Processing end to end payroll for Circuit City client a largest warehouse in US Processing of personal data records,

terminations, for employees.• Handling uploads of payments which included different payment such as severance pay, Tuition Reimbursement, VPP

payment; Spot bonuses etc auditing the work efficiently and making sure that no TAT’s are missed.• Handling Direct Deposit queries of employees getting in touch with Wachovia bank CSE if the pay does not get deposited

in the account of the employee.• Handling Lost and Stolen process where the checks are issued to the employee’s and due to some reason the employee

does not collect the check so have to prepare a manual check to the employee and again reissue a new one with the same amount which was earlier issued

• Handling off cycle payment which is done for terminated employees and also for the employees where they have not received payment or underpayment is done on a particular pay run

• Also doing day to day off cycle pay run and also doing calc and check printing process making sure that there are no errors and checks are issued correctly and on time

• Getting in touch with the US counterpart and making sure that check printing is done from there end at the right time and if any errors found by them to correct it at the right time

• Virtual transition for BP client this client has a total employee strength of 23000• Handling process like Role progression, promotion, demotion, change in working time, termination, leaves, return from

leave, payments and deduction, new hire deletion, third party request, Personal data change.• Requests are received from HR for role progression of the employee, has to check whether the employee is eligible for this

role progression as it may be already done from the HR. Also have to check whether the payment and salary changes are reflecting properly

• Promotion and Demotion request are received from Line Managers or the HR in this process also we have to make sure that the data sent by HR or Line Mangers are properly entered in the system

• Employee’s send us the request for updating their personal data this includes name change, ethnicity, race, direct deposit, tax, SSN change, Date of Birth, Gender etc. Have to ensure that proper entries are done within stipulated time period and correct date

• Payments are to be done before the pay run so that the employee received pay on time these request are received from the HR or the Line Manager under whom the employee has been assigned

• Processing termination queries with proper compliance of state law• Changing employee from part time to full time and vice versa as per the request received from HR. Ensuring that proper

entries are made and correct salary is issued• Handling Leaves and Return from leave queries• Doing 100% Quality Audit making sure that SLA is not dropped and payroll is processed with 100% accuracy.

MIS Reporting• Ensured preparation of management and MIS reports• Generated productivity and utilization reports

Significant Accomplishment • Recognized thrice as Best Employee of the Team • Acknowledged as Best Team Player in 2012• Bagged “Xtra Miler” Award for best performance in Aug,12• Attained many appreciation mails from client• Deftly underwent on US payroll level 2 certification• Improvised Audit process by creating system queries which resulted in increase in the accuracy from 98.27% to 99.75%

PREVIOUS EXPERIENCE

Jul'07 - Mar'08: Syntel Global Pvt. Ltd., Thane, Mumbai as Customer Care Executive

ACADEMIC DETAILS

• PGDBA in Finance (Accounting & Economics) from Symbiosis Centre for Distance Learning, Mumbai in 2013 with 60% • B.Com. (Accounting & Economics) from University of Mumbai in 2007

TECHNICAL PURVIEW

• Well versed with Excel (Formulas, V lookup, H lookup, Pivot Table, Basics of Macros)• Conversant with Word, PowerPoint, PeopleSoft, SAP HR (HCM module) and ADP PCPW

PERSONAL DETAILS

Date of Birth: 27th March, 1987Languages Known: English, Hindi, Marathi, Tamil and MalayalamPassport: AvailableAddress: D-07, Heena Garden, Opp. Pipe Line Road, Khadakpada, Kalyan (W) – 421301