Minu Mandal

Experience

• 

  Sopra Steria

  Jul 2015 - now

  • Worked on SAP and was part of the Flex Team(Payroll Part) were we used to check the data of the employees and also take the corrective action for the same on officers account• Adapt in developing and ensuring customer satisfaction by maintaining excellent Turnaround Time (TAT) for delivery & service quality norms• Incident Management, Incident Resolution, Problem management and Allocation of different types of issues to different team members as per requirement, uploading of different HR data on HR application• Cross trained in different HRO processes to support team whenever required• Experience in Clients engagement and governance calls to share process updates and progress made• Co-ordinate with multiple teams to get the issue/queries resolved within SLA• Ensuring process improvement by identifying areas and methods for improvement (Re-engineering) and implementing any rechanges approved on the process• Used to work on the emails received from Level 1 with the tickets raised for the issue• Used to create incident, update work log, prioritize and categorize the incident• Obtain and record all relevant details, capturing minimum required information as indicated in the Knowledge base• Engage Corporate Incident Management when a Major Incident is identified or when client requests escalation• Responsible for providing current status, managing requestor’s expectations by providing current service level• Identify trends on high call volumes that indicate Major Incident is in Progress• Engage support teams as required for Critical and High priority tickets Show less • Leading a team of 20 associates• Associated with UK HRO process as part of Offshore transition team helping to do Data Validation and agreeing work around• Prepared Standard Operating Procedures (SOPs) documents and maps on Connect tool• Managing un-forecasted operational challenges utilizing Cross skilled resources• Identifying and sharing strength and developmental needs of each team member and working towards the growth plan, followed by regular feedback and follow-up on progress• Excellent understanding of entire gamut of end to end functions involved in HR Processes• 100% audit for each activity, tracking process related errors and issues and giving feedback to team members on errors and suggesting methods for improvement on the same• Drive the performance management by live audits, coaching• Take pre/post shift huddles• Shrinkage Management• Providing training to the new associates and refreshers to the tenured associates • First point of contact for the escalations and complaints Show less

  • Senior Process Associate

    Nov 2011 - now

  • Team Lead

    Jul 2015 - Aug 2020
• 

  Qx Global Services

  Aug 2020 - now

  Team Leader

  managing payroll for different regions.Meeting the SLA .work allocation attendance,team training and when required support team to complete the task.