Hiral Thakrar
Director - Sbs India @ADP India
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WORK HISTORY
Director - Sbs India @ADP India
Pune, IN
As Director for ADP Small Business Services, I lead large-scale Payroll and HR operations for a multi-billion-dollar business unit, serving a portfolio of 950K+ small business clients. I manage a cross-functional organization of 400+ associates with a focus on operational strategy, digital transformation, and service excellence.Operational Leadership: Direct end-to-end payroll and HR operations, ensuring high-tier service delivery that significantly enhances client retention and satisfaction.Workforce Management: Led a team of 400+ associates, fostering a culture of accountability that secured the \"Best Associate Experience\" award for the Client Services India West Region.Digital Transformation: Spearheaded the global deployment of a Payroll Balance Extraction Automation solution, accelerating implementation and reducing manual exceptions across India, the US, and the Philippines.Client Satisfaction: Consistently achieved best-in-class scores, maintaining a 90+ TNPS and 50+ RNPS.Financial Impact: Delivered in gains through \"Simple Yet Effective\" workflow improvements and saved $496K by reducing \"Blind Credits\" by 35%.Strategic Scaling: Established the foundation for India-based Client Services teams, scaling the organization from 3 to 180 associates across four global regions.
EDUCATION
Indian certificate for secondary education
Bachelor of Commerce (B.Com.), Business/Commerce, General
Osmania University
Bachelor's degree, Business/Commerce, General
SKILLS
ABOUT HIRAL THAKRAR
Accomplished Strategic Leader with over 18 years of experience in Human Capital Management (HCM) and service delivery operations. I specialize in managing large-scale outsourcing portfolios, currently leading a cross-functional organization of 400+ associates serving over 1 million clients.Throughout my career at ADP, I have focused on aligning people, processes, and technology to drive organizational excellence. I am a passionate advocate for digital transformation, having spearheaded global RPA and automation initiatives that significantly reduced manual effort and generated measurable cost savings, including a recent project resulting in $496K in gains.Core Areas of Expertise:Operations Leadership: Managing multi-billion-dollar P&L units and large-scale workforce strategy.HCM & Payroll: Deep domain expertise in US Payroll, Retirement Services (ASPPA Certified), and Insurance Services.Performance Excellence: Consistently delivering industry-leading satisfaction scores, including 90+ TNPS and 50+ RNPS.Talent Development: Committed to mentoring emerging leaders and building high-performing teams, recognized with the \"Best Associate Experience\" award.I am a data-driven decision-maker who believes in \"Innovation with Purpose\". My goal is to continue enabling sustainable business impact while enhancing the employee and client experience at every touchpoint.
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