B Vishnu Vardhan Reddy

Payroll Team Lead @Cognizant

Hyderabad, IN

Key Deliverables:o Leading a team of 15 Team members & assisted in payroll system conversions, Delivered the backlog clearing project within the stipulated timeframe. o Managing and reviewing all aspects of payroll cycle for Clients as commissioned, hourly, and salaried employees working in over 1200 locations throughout all 50 states. New Hire set up, timecard entry, voluntary & involuntary separation, deductions such as levies and garnishments etc.o Improve Team Performance by tracking the type of Calls/Queries Handled and improving average FTR (First Time Resolution), AHT (Average handling Time) of calls. Daily connect/ huddle with the team is conducted to keep the team posted about their performance and process updates.o Improved productivity and quality by reviewing process, identifying gaps, adding templates based on Top queries. reducing repeat contacts where possible.o Conduct training sessions, Knowledge Checks, and assessments for the team and publish the improvement report and give timely feedback to improve customer satisfaction.o Managing attrition, Shrinkage, Absenteeism on the floor to meet the service levels given by the clients.o Providing quality services and effective resolutions to client with pre‑defined TAT and SLAs, leading to enhanced customer delight, repeat & referral business.o Data Analysis: Reports/ Excel dashboards on Team performance is prepared on AHT, Types of queries handled, Types of requests received, Trend of the request/ queries etc.o Managing Transition: KT Calls, SOP/DTP review, Validating System Access for Team, Working closing with Transition manager, Tech Team, Client and Internal Team for smooth transition of project.o Conducting rewards and recognition (Monthly & Quarterly) for the top performers.o Coordinating with the Senior Management Team and the client, to report progress & issues impacting the delivery.