Payroll Specialist Support

Diana Pakala

Hyderabad, India *****.******.****@*****.*** +91-868******* www.linkedin.com/in/

SUMMARY

Experienced Professional with 8+ years of cross-functional expertise in HCM and payroll operations, specializing in iHCM and iHCM2 platforms. As a Sr. Functional Consultant, led end-to-end implementations of HCM systems, optimizing payroll workflows and ensuring alignment with client needs. Proven track record as an iHCM Payroll Specialist, delivering scalable solutions for complex payroll configurations, compliance, and reporting. Managed UK payroll operations as a Client Support Specialist, leveraging Real Time Information (RTI) systems to ensure HMRC compliance and resolve client escalations. Recognized for bridging technical and client-facing demands with a focus on accuracy, efficiency, and user adoption.

SKILLS

Optimize team assignments and resource distribution across projects to ensure balanced workloads and timely milestone delivery.

Lead cross-functional kick-off meetings to align stakeholders, define project objectives, and establish clear roles, responsibilities, and governance frameworks.

Manage the full project lifecycle from planning through execution, ensuring deliverables meet scope, quality standards, and deadlines.

Design and execute scenario testing plans to identify operational gaps, mitigate implementation risks, and validate solutions before live runs.

Direct seamless transitions to operational teams (BAU), secure formal sign-offs, and conduct project closure activities including lessons-learned sessions.

EXPERIENCE

Amazon Development centre(India) Pvt Ltd : Sr.Lead Hyderabad, India

July 2024 - till date

Demonstrating & expertising in handling UK & USA customer's Ensuring strict adherence to Amazon’s content policies and legal guidelines.

Led a High-Performing Team of 12 Members, managing daily operations, approving and coordinating team leave requests to ensure seamless workflow continuity, and maintaining 100% coverage during peak periods.

Ensure in resolved 95% of escalated content discrepancies and process exceptions within SLA by leveraging SOPs, cross-functional collaboration, and corrective action plans, reducing repeat issues by 25%.

Monitoring team productivity using performance trackers, achieving 95% compliance with daily benchmarks. Identifying trends and anomalies, driving a 15% increase in process efficiency through data-driven insights.

Operated internal tools like AC3 & CMT to track weekly tasks, ensuring 100% on-time resolution and real-time documentation of case progress.

Partnered with Tier 3 support, Policy, and Legal teams to resolve 90% of sensitive issues, providing structured updates to stakeholders and reducing escalation delays by 30%.

Mentored new hires through coaching and knowledge-sharing, cutting onboarding time by 40%. Updating SOPs to reflect policy changes, improving team clarity and compliance.

Conducts quarterly reviews using performance trackers, achieving a 90% team satisfaction rate, feedback and development plans.

ADP Pvt Ltd: Sr. Functional Consultant Hyderabad, India

Oct 2021- June 2023

Spearheaded end-to-end implementation of 13+ business projects, including Small Business Administrator (SBA) solutions for companies with 500 employees and MidMarket implementations for organizations with 1000 employees. Delivered tailored payroll and HR systems for diverse client segments, including B2B (UK-based clients) and Celergo global clients across the UK, USA, and Australia, ensuring compliance with regional regulations and seamless cross-border payment workflows.

Engineered integrations using BizTalk and optimized payment method configurations (e.g., ACH, international wire transfers) to enhance system efficiency and client satisfaction. Collaborated with cross-functional teams to align technical solutions with business objectives, driving on-time project delivery and a 100% client retention rate for implemented accounts.

Reviewed sales-provided documentation to define project scope, coordinated with clients to schedule kickoff meetings, and pre-populated workbooks/forms while gathering internal and external data to inform the development of draft project plans and kickoff presentations, ensuring alignment with stakeholder expectations from inception.

Led client kickoff sessions to present project roadmaps, facilitated detailed requirements gathering at organizational and employee levels, addressed HR/payroll specifications and bespoke reporting needs (e.g., GL/pension integrations), and secured formal sign-offs to proceed with system configuration.

Executed end-to-end configuration of client iHCM databases, including payroll rules, leave policies, HR modules, and self-service portals, while automating workflows; organized client demonstrations to validate builds and obtain approvals ahead of testing phases.

Conducted rigorous testing of database logic, payroll calculations, and self-service functionalities using client-provided scenarios, coordinated data migration activities including YTD validation and employee data imports, and led parallel payroll processing sessions to reconcile outputs and finalize live system readiness.

Delivered seamless live payroll transitions by resolving discrepancies during parallel runs, rolling out self-service tools, and conducting HR training workshops, while addressing outstanding tasks to ensure operational continuity post-implementation.

Formalized project closure by transitioning ownership to service teams, archiving deliverables, and conducting internal handovers with payroll specialists, ensuring clients received comprehensive support documentation and post-live operational guidance.

HSBC BPO: Sr. Processing Executive Hyderabad, India

Jan 2015-Sep 2021

Managing teams with focus on excelling business targets & service delivery metrics.

Deals with the Feedback and complains and general Enquiries for UK Customer regarding Current Accounts, Loans, Credit Cards, Mortgages & Savings Accounts.

Listen to customer complaints and resolve these wherever possible when customer first contact us, Helping with the internet Banking support, helping in setting up app for the customer and educating & encouraging customer to move from normal banking to digital banking, Sorting all issues related to internet banking and mobile banking for the customer, Helping customer to order Travel Money.

Keep a track of FCR, CSAT, Sales and AHT, Improving Customer Satisfaction through increased First Call Resolution, Keep quality and sales balanced, working towards the sales target at the required time given.

Handle the team which works towards one goal, Following the process/procedure of the bank & ensuring compliance to rules & regulations, implementing policies / procedures for all round development and reducing overall costs, implementing 6 sigma learning scale...treating [issues] as bubble and find the way how to burst the bubble.

I have also worked at GE Capital, Hyderabad and Mahindra Satyam BPO, Hyderabad in various Customer Care Executive roles from 2007 to 2012.

EDUCATION

Degree : B.sc(M.E.Cs) St. Joseph Degree College

Osmania University

ACHIEVEMENTS

1.Successfully executed 12 payroll implementations Projects with zero errors, adhering to plans while customizing solutions per client needs.

Guaranteed seamless deployment through structured knowledge transfer and smooth transition to dedicated payroll specialists.

2.Recognized by HSBC Contact Centre leadership for an exemplary call selected as a role model for best practices

3.Consistently applied company policies while maintaining calm professionalism and equal respect for all customers, successfully converting dissatisfied clients into satisfied ones.

4.Consistently earned performance-based R&R (Rewards & Recognition) for outstanding contributions and results.

5.Secured highest departmental overtime utilization through disciplined prioritization of critical workloads, consistently driving completion of time-sensitive call volumes to directly advance team objectives.

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