Charles Kumar

About Charles Kumar

Customer focused result and people-driven leader with over a decade of experience in global technical & product support, currently serving as Senior Manager at UKG (Ultimate Kronos Group). I lead a high-performing team of professionals across multiple functions, driving scalable support strategies, operational efficiency, and a culture of collaboration and accountability.My present role spans enterprise-wide performance management, process optimization, and talent development—ensuring our support organization not only meets but exceeds expectations in a fast-paced, high-growth environment. I work closely with senior leadership and cross-functional teams to solve complex technical and managerial challenges, influence product direction, and deliver exceptional customer experiences.With deep domain expertise in HR, Payroll, and Time & Labor, I’ve consistently improved customer satisfaction, retention, and employee engagement through innovative support solutions and strategic planning. I’m passionate about building inclusive, high-impact teams and creating environments where both clients and associates thrive.Over all 18 years of experience in driving service excellence, product support, and strategic program execution across complex, high-impact environments. Past assignments in managing escalated client issues, regulatory compliance and cross-functional collaboration with Product, Implementation, and Technology teams. My role demands a sharp eye for operational gaps, a proactive approach to risk mitigation, and a commitment to continuous improvement in service delivery and compliance training.As a people-first leader, I coach and develop high-performing teams, foster a culture of accountability and inclusion, and drive performance through KPIs, succession planning, and strategic initiatives. I thrive in fast-paced environments where adaptability, analytical thinking, and stakeholder influence are key to success.Whether partnering with executive leadership or mentoring frontline associates, I bring clarity, confidence, and a consultative mindset to every challenge. Passionate about building lasting client relationships and delivering measurable impact, I’m proud to contribute to Business Units mission of transforming human capital management through innovation and integrity.Let’s connect if you’re looking to collaborate on transforming support operations, enhancing customer experience, or building resilient, future-ready service teams.

Experience

1. Segment Manager

   ADP

   Sep 2022 — Present · IN

   As Manager Service Delivery, I’m responsible for ensuring Best Client Service Experience for ADP TotalSource & Comprehensive Services clients, a part of the Human Resource Outsourcing function, for US regions. Leading the client facing Business Operations multi-channel support over Chat & Voice across ADP India offshore location. The role requires the leader to be hands-on and provide inspiring leadership in a complex and challenging business environment. My Responsibilities; •Business Unit / LOB Strategy execution, align and drive for its overall success Managing Service Delivery, Associate Engagement, Business Unit Engagement, and Talent Management (Acquisition, Development & Retention, and Rotation/Succession Planning) •Meet/exceed production and quality service levels established for the department. Anticipate production requirements and prioritize department functions as per the MBOs •Required to be sensitive to client / stakeholder feedback & develop plans to improve their experience with the team •Responsible for regular connections with Business Unit counterparts (senior leaders, managers, and subject matter experts) as appropriate through periodic touch points •Focus on BPI through driving awareness, encouraging ideas, pushing for implementation & deriving quantification •Working on associate development through cross training, certifications, etc. •Taking ownership and excel in the domain to drive talent engagement through job enhancement •Responsible to develop strong relationships and alignment with our internal partners across the globe •Meet established service level agreements of timelines and quality of work •Generate operational metrics/goals to communicate and manage the performance of the production team •Escalate potential technology and service issues and works toward mitigating risk •Implement quality control measures to drive Client Experience and Relationship NPS •Manage teams that work around the clock based on US & India time zones

Education

• Pune University

  Bachelor of Science (B.Sc.), Chemistry

  2005 — 2008

• A K K New Law Academy

  Bachelor of Laws - LLB, Law

• Welingkar Institute of Management

  Post Graduate, Finance and Financial Management Services

  2011 — 2013