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Customer Service Management

Location:
India
Posted:
October 01, 2015

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Resume:

SRINIVASAN K

Tel: *** - ******** ~ Mobile: 91-893******* E-Mail: acrxdm@r.postjobfree.com

~ Middle to Senior Level Assignments in HR recruitment, US Payroll & Benefits Management, Leave Administration, Training, Process set up, AR/AP ~ A competent professional with around 13+ years of experience in the areas of HR Admin, US Payroll & Finance such as Accounts Payables, Accounts Receivables, Invoice processing, Financial Reporting, Revenue Analysis, New hire orientation, Employee Relation, Benefits Administration like Blue cross and Blue shield general health insurance for US Citizens, MIS. Proficient in mapping business requirements with proven ability in designing & implementing systems to achieve cost control & financial discipline and enhance the overall efficiency of the organisation. A dynamic go getter and trend setter with expertise in monitoring process and ensuring optimum utilisation of available resources towards the accomplishment of corporate goals. Strong analytical & organizational abilities with adeptness in formulating accounting systems, preparing offer / appointment letters. Expertise in analysing existing systems & procedures, designing internal control systems and facilitating effective decision-making. Hands on experience in:

o New hire orientation, Sourcing, Employee Relation, payroll Processing, Benefits Administration, Accounts receivables, Accounts payables, Customer support & Collections, W2 printing, Submission of returns monthly, yearly with in TAT for all states in US. o Designing and implementing gaps in existing systems & procedures to make the process more efficient.

o Examining and analyzing employee related issues and provide the resolution within TAT. o Maintaining and analyzing budgets, reviewing periodic reports that compare budgeted costs to actual costs.

o Developing financial forecast for budgeting, accounts receivables, payables & invoice processing.

o Monitoring and controlling overdue outstanding.

A keen analyst with exceptional relationship management & team management skills with proven abilities in liaising with all department heads & authorities within organization. Exposure of working in the ERP environment. Sound knowledge in Payroll, HR post recruitment activities. Have handled payroll for United States Employees. Exceptionally well organized with a track record that demonstrates self motivation, creativity and initiatives to achieve both personal and corporate goals. Qualification Highlights

- Employee Relation - Accounts Receivables - Accounts Payables

- New hire orientation - Revenue & Ageing Analysis - Employee Retention

- Customer support & Collections - Payroll Management - MIS Development

- Invoice Processing - Auditing & Internal Control - Relationship Mgt. &

- Leave Administration Team Management

Education

MBA from Sathyabama Engg. College, Chennai in 2002

B.A. Corporate Secretary ship from University of Madras in 1996

12th Std from GOVT High School, Chennai in 1993

10th Std from T V S HSS Madurai in 1991

Typewriting course on English senior grade in 1993.

Certificate Course on MS Windows and its Applications from APTECH in 1995. (CPISM) Career Contour

Oct’11 – Present with ATEM Corp, Chennai

As HR Manager – US Operations

Role:

Manage the on shore consultants and offshore recruitment team to ensure good customer service and adherence to on-boarding and off-boarding requirements for US clients.

Strong knowledge of on-boarding, off-boarding, employee benefits, internal employee communications and HR issue management

Should have good understanding of concepts such as W-2, Corp to Corp, 1099, Visa types and US labor laws. Familiar with U.S. Immigration H-1/H4, GC petition process, responding to RFEs.

Coach and manage the offshore US HR team on compliance, TAT, SLAs and effective employee relations.

Train new joiners, assess the training needs of the team and coach them accordingly on applicable tools and processes

Conduct training sessions and support knowledge transfer between team members, as necessary

Build KRAs, create and update Standard Operating Procedures and process documents for training purposes

Develop daily, weekly and monthly reports for Managements review

Act as a liaison with the various departments internally to meet the SLAs/deliverables. Generate relevant reports, dashboards, MIS updates as required to keep key stakeholders informed of team activities/initiatives

Responsible to manage Immigration database and submit MIS reports. Guide associates on immigration matters business advisory

Capture feedback on team members from internal and external clients, SDMs, counterparts and peers and respond accordingly

Conduct one-on-one sessions and host daily huddles with the team to determine priorities and discuss any barriers or challenges

Responsible for workforce planning and gauging the workload and bandwidth of existing team Interview and hire new team members as per the requirements

Responsible for conducting performance appraisals/annual reviews and escalations for TMSs.

Overall in-charge of 8 member HR team in India and 30 US consultants Responsibilities includes Screening, Scheduling (for other skills) Interview co ordination (weekday and weekend) and Offer Roll outs.

Career Contour

Mar’08 Oct ‘08 with WIPRO, Chennai

As Senior Executive – Payroll Operations

Role:

Managing the Payroll operations of the organization with a team of 8 payroll executives.

Handling a wide gamut of functions like:

o On-cycle, Off-Cycle, Final Paycheck, Pension Check, Salary Query, Death Query, GTN, Direct Deposit recall, File Uploads through People soft. o Preparing Weekly, Monthly MIS Reports like Daily Volume Report, TM Sheets, Daily Tracker Report, Executive wise tracker, Quality Report and comparison statement of Projected vs. Actual, etc.

o Generating Head count reports for Revenue / Non revenue generating head counts on a monthly basis.

o Reviewing payroll data to identify the variances with the actual figures, etc. Conducting PMS for executives and analysis the problem and set the KRA on a quarterly basis and involved in recommendation of Control process.

Process all salary change requests based on country specific legislative requirements and agreed on by the client (approximately 80% of the client population is non-sales and 20% are on commission plans).

Involved in new hire set up, pay rate change, PLA, LOA, RFL, relocation process, transfers, promotions, arrears payment, and terminations through people soft.

Comp. change processing (salary/merit changes, cash bonus, recognition and review salary change requests against the client guidelines and payroll requirements. (E.g. effective dates).

Conducting daily team hurdles and makes the team members to voice out their views or ideas / problems and try to solve it in a timely manner.

Establishing relationship with top management on behalf of the team to facilitate fun network with in the process to motivate team members.

Aug’02 - Jul ‘03 – Echo Outsourcing as Data Management Executive (Contract) Aug ’03 - Mar’08 with Summit HR World Wide, (Former Name - Echo Outsourcing) Chennai As Payroll Lead – US Payroll & HR RECRUITMENT

Role:

Looking after end to end payroll and post recruitment activities and managing five executives.

Responsible for:

o Work Allocation, new hire orientation, new hire set up, employee relation, computation of work hours of all employees (Time cards)

o Coordinated with sourcing team for sourcing of resumes from job portals and initate the preliminary interview and scheduling client interview for selected candidates. o Verified Payroll Reports & Paycheck processing, Direct deposits/ on line money transfers. o Process Weekly, Bi-weekly payroll for 325+ US employees in Bay Area using Empower & (client based) Oracle payroll software and HR Perspective. o Time slip audit (Quality Check), Holiday / Bonus / Vacation pay processing with in TAT. o Processing Invoices to Clients in USA for our services based on Contracts / agreements / purchase orders entered.

o Ensuring timely payments of all regular employees and who have ended contracts. o Maintain and update payroll administration process flowcharts and controls for quarterly/annual audit and review as per the regulations. o W2 Printing at the end of every year and send them with in TAT. o Monitor revenue streams against budgeted costs and make sure that costs are in alignment with projected revenue streams levels with the help of Ageing, Cash Projection, and Revenue Reports.

o Coordinate with collection executives and monitoring the collection follow ups.

Ensuring timely receipts & payments of clients / vendors and effective management of Credit Periods agreed with.

Handling general health and dental enrollments and termination process.

Updated company’s Employee Handbook and benefits information to comply with federal and state regulations.

401K retirements plan administration and Garnishments

Notified COBRA Services to employees and sends the respective forms with in TAT during their termination from the services.

Ensuring timely submission of statutory returns online for CA, CO, VA, KS, WA states through on line. Significant Accomplishments:

Core member of the team involved in the preparation of Monthly, Weekly MIS reports. (Payroll, project wise new hires, Client wise collection reports, and Cash Flow etc)

Played a major role in Training new recruits, providing customer support, accounting receipts in Quick Books and Accounts Receivables (AR) Modules on day-to-day basis.

Successfully design & implemented gaps in existing invoice process to make the process more efficient.

Establishing relationship with team members coaching them as required and facilitating timely quality reviews, feedback sessions and training for them.

Instrumental in anchoring the Help Desks for external employees Paycheck Queries and other benefits related queries, Medical Insurances, etc.

Anchoring additioanal responisibilites of internal administrative tasks like cab management, and other facilities management for the company.

Jan’2000 – July’2002 with Shelters, Chennai

As Executive Customer Interface

Role:

Lead generation and follow up of customer calls, cold calling.

Educating customers about their loan types and amount, eligibility workouts.

Verify all property documents and personal documents of customers.

Processing of loan sanction letters, documents with CPA’s & Operations.

Scheduling appointments with customers after pre sanction of the loan.

Calling customers to provide information about their loan sanction & explanations to any queries in the legal documents.

Match all property documents and all related parent documents with legal opinion. Taking care of documentation during disbursement and explaining about the EMI, Preclose, etc., Previous Assignments - Intern

Jan’94 – Dec’1999 Electronic Data Systems (Franchise of APTECH), Chennai As Admin. In-Charge

Worked directly with center manager and course coordinator for marketing and business development, which included tracking and documenting competitive sales, analysis, and industry trends.

Conducting batch induction program

Indentation for course materials supply

Candidates Internal & External marks & annexure generation

Heading Library department, team of 5 members.

Maintained Faculty log book and employee register, filing & maintained candidates test & internal documents.

Conducting & invigilating semester exams.

Assisted in accounting & counseling departments for invoice generation. IT Skills

Well versed with US based Payroll & Accounting Software like, Quick Books and Oracle Financials, MS Office, MS Outlook & Express, SAP HR Module functions. (SAP ECC 6.0). Personal Details

Contact Address : Plot No. 4, F2, Four Square Apartments, Narayani Apt. Rd Extn., Velan Nagar, Valasaravakkam, Chennai – 600 087, Tamil Nadu. Date of Birth : 17th Mar’ 1976.

Languages Known : Tamil, English.

References : Available upon request.

Date:

Place: Chennai

(K Srinivasan)



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