Darwinbox

• Develop and institutionalize interventions to deliver consistent customer experience
• Owner of churn discussion for the segment covering more than150 accounts
• Build strategic business relationships with Client stakeholders to ensure stickiness,
• Design and execute data collection and feedback mechanisms to identify customer needs and assess customer health.
• Customer Advocacy and client references for prospective clients
• Managing the team of 4 CSMs with 20 Account managers
• Build complete visibility of current portfolio to predict and mitigate client churn risk
• Enhancing the product adoption and identify and pursue opportunities for expansion through upselling.
• Serve as the highest level of escalation for client and customer issues to drive on-time and on-point resolution
• Collaborate with Sales, Product and other Account Management functions to elevate the client experience
• Grow and develop a pool of high performing Account Managers and Customer Success Managers across the regions

Sr. Manager - Customer Success

Customer Success Manager

RADISE International

•	Developing employee policies and co-ordinating HR activities for India
•	Managing Global and India Talent Acquisition function including sourcing & New hire Induction
•	Implementing Microsoft Dynamics 365 HR module for US and India 
•	Oversee all HR processes, reporting and procedures for India employees
•	Responsible for employee benefits, Compensation, Training and development and HR compliances 
•	Driving Employee engagement survey, employee communications, events and programs
•	Implementation of Performance Management system and streamlining the process
•	Managing HR, L&A and exit system 
•	Taking care of office administration as additional responsibility

Senior Human Resources Manager

Franchise Store

Proprietor

Harsco Global Service Centre

•	Managing Global HR operations team to provide administrative support to 6000 plus employees across Globe (Americas, Europe, Middle East, and South Asia including India, Australia and Thailand) 
•	Providing business support to one of the business division as HR manager 
•	Set up International Recruitment team for multiple geographies  
•	Accountable for ensuring all HRO/Benefits processes are performed in accordance with agreed Service Level agreements
•	Managing relationship with regional and global stakeholders, service providers, and business partners to support the service delivery
•	Ensuring team structures and responsibilities align with organization objectives
•	Defining and managing SLAs for the current as well as newly transitioned processes.
•	Provide leadership through principles of performance management within the team, including regular coaching, training, feedback, and personal review sessions
•	Drive and participating in the continuous improvement culture through KAIZEN and LEAN

HR Shared Services Manager

Amazon

Key Responsibilities
•	Responsible for meeting overall Service level agreement (SLA) as first level of supervisor and timely responsiveness on employee queries and effective grievance management
•	Managing team of Specialists and Sr. Specialists to perform end to end Employee Life Cycle Processes
•	Ops screening for specialist and Sr. Specialist positions
•	Preparing team schedule as per requirement
•	Supervise & ensure timely delivery of end to end HR Shared Services transactional activities on regular basis
•	Constantly track customer feedback and enhance Service delivery
•	Regularize Operational process Analytics & Dash boards against defined SLA
•	Coach and develop individuals team to ensure high process efficiency & Customer centricity
•	Preparing and presenting monthly performance reports for leadership 
•	Effectively manage & advice on disciplinary issues and non-performance cases
•	Ensure proper Data Management (HRIS) in all HRSS Operational & supplementary systems
•	Ensure HR Operational Controls including all HR systems and processes
•	Develop and monitor all HRSS process related documentation
•	Support as an SME to Identify, plan and execute HR process automation & its effective Implementation 
•	Heading the process specific learning and trainings for India location
•	Working on any adhoc reports as and when required 
Highlights

•	Led project on SOP standardization which  included adding standard attributes in SOP, process maps and version controls
•	Standardization of Process Knowledge test
•	Implemented few process improvement to enhance process efficiency
•	Worked on project to reduce rework in the process

Team Lead

Aon Hewitt

Key Responsibilities
•	Responsible for managing all the Workforce administration and Recruiting domain activities for client
•	Reviewing process documents – Business Requirement Documents, SOP and process flows
•	Interaction with client and on-shore teams to understand any new requirements to optimizing system functionality
•	Data analysis and Data management for multiple clients using excel and SQL as a primary tool.
•	Monitoring the task assignments, work allocation and tracking status of any outstanding client issues
•	Leading the team for projects, service delivery and execution of daily tasks
•	Assisting Ops Manager in creating, monitoring and executing internal reports
•	Performing Quality Audits for the Process
•	Streamlining of Standard Operating Procedures by eliminating the knowledge gaps
•	Fostering Process Improvements & Innovations
•	Mentoring the team for User Acceptance Testing (UAT) and production checkout in the functionality implementation cycle

Highlights
•	Handled various projects for system enhancement in HRMS
•	Handling third party Service Organization Control Audits (SOC) for the client which includes retrieving the transaction population from the database, preparing evidence documents for the sample transactions and conducting the walk through calls with the auditors
•	Led the Transaction accuracy Audit (TAA) for HRMS clients with E&Y
•	Holding review meetings to monitor progress of projects as per schedule, risk mitigation, managing deadlines for efficient project delivery
•	Involved in configuration, integration, and acceptance testing and hands-on experience on HPQC
•	As Quality Valuator, responsible for driving Quality initiatives within the unit

Delivery Specialist Adv

Key Responsibilities
•	Working as subject matter expert (knowledge resource) to the team on topics such as process flows, data models, content requirements, integration with the other functional areas (e.g. conversion, interfaces and reporting)
•	Taking care of Workforce administration services (WFA) including employee records management, employment events, reduction in force and organization structure changes delivered via AON Hewitt's proprietary myHR® self-service platform 
•	Creating and updating process documents – BRD, SOP and process flows
•	Creating and executing SQL queries in AQT and Siebel to fetch data required for analysis and preparing reports
•	Managing testing assignments and monitoring progress for timeline adherence
•	Working towards Identifying various Process Improvement Ideas by following Lean and Six Sigma Principles
•	Preparing Test plans, test cases and building test data and documenting the final outcomes (actual vs. expected results)
•	Assisting TAA (Transaction Accuracy Audit) team in system audit which  follows Audit methodology
•	Being an SME for the process, acting as Floor Support to the associates
•	Assisting manager in MIS and data reporting


Highlights
•	Cluster trainer for Basic Advanced Query tool (AQT) training
•	As Quality Valuator, led my team to submit 25 process improvement ideas in FY2012, highest in cluster
•	Gold Club member for year 2008-09 in the cluster

HRO Business Analyst

Team Member

Bharti Teletech

Role:
- Taking Customer calls & resolving their queries
- Scheduling and delivering team briefs to give updates to the team
- Forwarding the complaints & requests to the concerned department
- Supervising a team of 12 agents at any given point of time
- Mentoring new agents and providing process training
- Handling escalated calls as part of Knowledge and Escalation team

Customer Service Associate

Accomplished and results-driven professional with 15+ years of experience in Human Resources Shared Services, HR Operations and Customer Success. Adept at leading projects, optimizing processes, and delivering strategic solutions that drive business growth and efficiency. Proven ability to collaborate with cross-functional teams, manage stakeholders, and provide exceptional client service. Known for strong analytical thinking, problem-solving, and a proactive approach to identifying opportunities for improvement.

Key Highlights:

• Managing 135+ multiple geography accounts with cumulative portfolio value of over USD 3.5 Million  
• NPS Score of 40+ in last 5 cycles
• Managed Retention rate of 95% & churn rate of less than 5% 
• Recorded 13% hike in the ARR in last financial year
• Multiple customer advocacy recommendations 
• Led phase wise HRMS implementation for more than 15,000 employees in a calendar year
• Successful “Make On-boarding better” project to improve new hire experience.
• Led “Customer First Program” focusing on value creation for customers
• Set-up International Recruitment team in India to cut Global recruitment cost by 65%

Taplio

Harish Rawat's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Harish Rawat's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Harish Rawat's Linkedin Analytics