Kumar Naik
Senior Director - Global Service Delivery
Mumbai
Summary
A Result driven and accomplished professional with 20+ years of diverse experience in HR Operations(Analytics, Systems and Service Delivery) and Organizational transformation HR Service Delivery: Proficient in redesigning HR service delivery models leveraging technology, processes, and analytics to enhance employee experience and efficiency. Change Management: Skilled in leading organizational change initiatives, driving adoption of new processes and systems to achieve strategic objectives. Digital Transformation: Experienced in implementing HRIS solutions, leveraging emerging technologies to streamline operations and improve decision-making. Operational Excellence: Certified Black Belt with a track record of driving process improvements and standardization to achieve service excellence and cost efficiencies. Strategic Leadership: A strategic thinker with excellent communication, influencing, and stakeholder management skills, committed to fostering a culture of equity, inclusion, and high performance
Overview
21
21
years of professional experience
Work History
Sr Director –Global HR Service Delivery
Vistra Corporate Services
05.2021 - Current
- Responsible for redesigning how People Function Delivers services to Employees by leveraging Technology, Process and Analytics
- Successfully implemented SAP in partnership with IT across 45 countries for Recruitment, Onboarding, Time and Absence , Employee Central and Sap Cloud Analytics
- Designed and Rolled out common Taxanomy using APQC Process Classification Framework
- Designed Automated Joiner, Mover and Leaver process by partnering with Finance, Real Estate, Procurement and IT using Technology , Service Wrap around's and Key Controls and metrics improving Onboarding Experience and Offboarding compliance
- Designed & built HR Service Delivery teams across three locations Mumbai(India),Foshan(China),Warsaw(Poland) delivering E2E services
- Consolidated Payroll across countries(HK,SGP,MLY,IND,LUX,NED,UK,US) and legal entities into a combined delivery model where Build to Gross(Standardized) ,G2N( Combination of systems and vendors) and Net to Pay (Standardized)
- Transformed delivery of HR Operations into Services embedded by Technology , Process and Data analytics which are scalable based on Strategic HR priorities also enabling faster time to value for acquisitions
- Partnered with Technology, Finance and other corporate functions to design a seamless onboarding hence enhancing New Hire experience
- Lead and Executed multiple Bespoke projects focused on digitizing HR by leveraging Robotic Process Automations, Forms and other supplementary technology tools available in market
- Implemented culture of Operational Excellence through implementation of Right Rituals, Stories ,Symbols and Structure and Developed KPI’s for driving measurable improvements in Service Delivery and Experience
- Assisted with Targeted Analytics helping Implementation of Career Framework across organization to slot employees in right Job family, Functions and Levels
- Conducted various sessions with HR Partners, Finance and other corporate functions to ensure strong data foundations( Data Quality, Data Lineage, Data Dictionary and Data Ownership )
- Partnered with Technology and Implemented Snowflake as a data lake for HR Data enabling Cross Functional Analytics
- Implemented and Automated dashboards using PowerBI hence providing accurate and reliable information which lead to data based decision making
- Developed pool of ready Talent that can be deployed across HR Function providing opportunity to Talent in HR Operations and Service Delivery.
- Managed daily operations while overseeing multiple locations to foster increased productivity
- Controlled resources and assets for department activities to comply with industry standards and government regulations
Director – Global HR Operations
WillisTowersWatson
06.2014 - 05.2021
- Responsible for Operational Excellence, Actionable Delivery Analytics and Delivering Standardized, Innovative and Sustainable services through Data Driven Delivery, Economies of Scale and Continuous process improvement
- Primary focus is to provide “Service Certainty“ by understanding each unique need and delivering value in partnership with Talent Advisors, Regional HR, HR COE’s
- Part of HR Functions Integration Planning team formed to save 25Mn from TTM baseline of Corporate spend
- Contributed to overall HR Service Delivery Model, HR Operating Model , Systems Design ( Recruitment, Onboarding and Core HR ), HR Analytics post merger of Willis Towers Watson
- Involved in Strategic planning with Senior HR leaders and internal stakeholders to project plan and establishing governance model to ensure success of project
- Built Governance model that Foster’s culture of partnership , collaboration between Centre and Regions
- Successfully set up India and Manila as HR Operations Hub for three regions supporting 40000 employees across Hire to Retire Processes (including Global L&D Support, Performance Management and Global Talent Acquisition)
- Implemented various improvements in Process and Systems through process reengineering, consolidation and standardization
- Multiple Automations to Joiner Mover Leaver process using native automation tools helping increase efficiency of Service Centre and improve Employee Experience
- Managed Service Management through a team of Process Excellence and Delivery Analytics professional delivering insightful data to Regions and Countries
- As a Global Process Owner for Work Force Administration Standardized processes across three regions in partnership with Operational Excellence, System and Solutions and analytics promoting excellent Employee Experience
- In partnership with Service Management and Operational Excellence designed a Tier approach to manage internal customers through ServiceNow tool, aligned SLA & KPIs , Knowledge Base (KB) and a robust Management Framework underpinned by Operational Excellence
- Partnered with Change Management to manage change by overcoming obstacles from Senior Stakeholders by evidencing benefit of global processes and Employee Experience
- Built Culture of Operational Excellence in HR Operations ,One Global Service Standard and Accountability by having right rituals, symbols and stories.
Senior Manager – HCM Solutions
Tata Consultancy Service Pvt Ltd
11.2012 - 05.2014
- Partner with clients to deliver business outcomes using Analytics, Technology and Service models for various geographies in Human Capital Function
- Developed portfolio strategy to identify potential projects within HR across COEs of Client Companies (HR Services, TAS, C&B, TMOD, Employee Relations) in close collaboration with IT and finance
- Defined and setup project methodology (GATE ) to manage global projects in HR
- Lead Global Integration project for Managed Services across Core HR, Recruitment and Payroll across 4 Clients
- Developed standards and methodology (project tool kit) for PMO verticals catered to HR Transformation
- Provided HR project management support and consulting globally
- Assist and advice CoEs, project sponsors and teams to best use of project management tools, methodologies, disciplines and approaches
- Managed HR annual project budgeting and planning with IT, working with projects leaders to ensure capital and expense were within budget and forecast.
Vice President (UK and US) – HR Transformation
Credit-Suisse Pvt Limited
09.2008 - 11.2012
- Contribute to Human Resource transformation project for bank which involved setting up of shared service center as Build Operate Transfer joint project of Wipro -Credit-Suisse from 2008 - 2011 and later moved to Credit Suisse in 2011
- Adapt, communicate and implement strategic direction of all operations to ensure adherence to global policies and processes
- Focused approach to provide delighted customer experience and partner with key stake holders in business
- Defined local operational framework and strategy for delivery of Services across UK,US & APAC based on Global HR Services Strategy
- Create and implement long/short-term tactical plans to meet SLA performance metrics and financial targets through efficient use of human resources, technology and maximization of workforce
- Provide feedback and input for improvement of all programs, processes and policies and accountable for driving consistent, standardized and effective service delivery within Employee Relations, Internal Controls & Compliance, Learning, Transitions and Records & Document Management
- Collaboration with other HR counter part of APAC countries to share best practices in HR and identify need of system enhancement
- Partnering HR BP to have direct interface with business through multiple initiative
- Support CoEs or local SMEs and users in aligning local process and service roadmaps to global ones local service release controls and change management
- Global project management, SAP enhancement and subsequently change management
- Enhance communication delivery at all levels across locations through a comprehensive communication plan
- Coaching of line managers, business leaders, HR community on HR Operations’ policies, processes, new enhancement, need of harmonization, change in global processes and ways we working
- Responsible for data management, data quality in HR Core with high integrity
- Accountable for baseline service performance metrics in HR scorecard and target continuous improvements through service innovation and Kaizen 6-Sigma framework for HR service improvement
- Design and implement local employee engagement and recognition.
Principal HCM Consultant
Wipro Technologies
05.2003 - 01.2011
- Contribute to Operational Excellence practice by implementing Lean Six Sigma methodologies
- Conducted in-depth analysis of HR processes, including validation/definition of Key Performance Indicators (KPIs)
- Re-designed and streamlined various processes to ensure formation of shared service set up
- Championed Various Lean Six Sigma projects to streamline Mass Hiring, Performance Management and US payroll Processes
- Designed Forecasting Models using Linear Regression to predict attrition and also developed plans for effective WorkForce Planning
- People Soft Functional Consulting Certification and lead 3 client implementations for People Soft
- Redesigned Process Model for HR by separating out Transactional and Strategic elements from HR Partner roles
Education
MBA - Human Resources Development
NMIMS
Mumbai 04.2001 -
Skills
Timeline
Sr Director –Global HR Service Delivery
Vistra Corporate Services
05.2021 - Current
Director – Global HR Operations
WillisTowersWatson
06.2014 - 05.2021
Senior Manager – HCM Solutions
Tata Consultancy Service Pvt Ltd
11.2012 - 05.2014
Vice President (UK and US) – HR Transformation
Credit-Suisse Pvt Limited
09.2008 - 11.2012
Principal HCM Consultant
Wipro Technologies
05.2003 - 01.2011
MBA - Human Resources Development
NMIMS
04.2001 -
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