Chethan Chinnappa

• A multi-faceted professional with over 17 years of diversified experience in Service Delivery, Service Management & Project Mgmt. across products & services, Transformation, and People Management with an international exposure

• Creative & intellect professional, developing CXO level relationships to develop strategies that convey customized approach to all program pursuits by planning skills for meeting top/bottom-line objectives

• Managed IT Infrastructure Operations: specialized in providing IT enabled Services such as Change Management, System Access Management and Network Operations

• IT Leader with expertise in managing complex engagements and driving continuous improvements through innovative approaches; orchestrated E2E program ownership from spearheading strategy formulation to driving teams for project execution

• Directed technology planning, strategy development, project implementation, operational transformation, and business solution delivery

• Translated deep insights into operational & process changes for enhanced customer experience; developed a customer-centric cost- effective support strategy and leveraged diverse technologies to mobilize process changes

• Re-oriented IT Service Management methodologies to ensure improved focus on functional expertise and delivery of business critical services

• Service Delivery Management Expert, led successful project planning, reporting and interacting with clients to deliver as per project requirements; successfully led over 12 SMEs across 7+ Sub Domains

• Experience in driving large-scale, complex initiatives with a focus on technology transformation; orchestrated several transition projects involving operational transformation, change management, improvements and technology innovations

• Skilled in managing resources to ensure contract terms and customer expectations (SLAs and customer satisfaction); participated in problem management activities including evaluation and validation to drive resolution

• Created a culture of innovation by inspiring team members and providing leadership; diverse experience in managing and coaching people across geographies

• Experienced Service Delivery Manager skilled in leading & managing functional operations and projects related IT Infrastructure, HR shared services, Financial Services etc, advanced understanding of organizational strategies, financial management, procurement and

Infrastructure tech, Fintech, Application implementations which includes Service Now & Workday ERP.

# Certified in the Platinum category of Accenture 's Top Talent program & nominated into the program twice as a recognition for my performance.

contracting. Expertise in People Process & Technology Management

and delivering to organizational Goals in stringent deadlines.

• Innovation executive worked at the Accenture Innovative Hub, Bengaluru mainly in pre-sales.

• With over 16+ years of experience in IT, Finance, Insurance, HR, Sales management & Opportunity Pursuits, is able to create a compelling story in sales messaging,

• Understanding Clients, Buyers and their offering domain, was able to create a value proposition for specific Client situation, act as bid manager or proposal developer to design a comprehensive strategy.

• Operate efficiently and effectively to enable the origination/closure of sales and improve sales performance/growth.

• Having hosted multiple CEOs & CIOs (C-Suites) of some of fortune 500 companies in Accenture & HCL India with a great track record.

• Experienced Global HR services Leader with a demonstrated history of working in the IT and ITES industry. Skilled in setup and management of global HR shared services for Hire to retire - Recruitment Operations, LOA, Performance management, Compensation & Payroll.

• Experienced in managing delivery, operations, P&L ownership, cost optimization initiatives, process outsourcing, vendor management, workforce management and planning, strategic planning and execution, process transitioning, team building and leadership.

• Current Role: Project & Program Manager IT Services
• HCL Technologies - Aug 3 2021 to Present
• Previous Role:
• Deputy Manager HR Operations (Employee Data Management Hire to Retire) - June 2017 to Present
• SLA Management, Continuous Process Improvement & Deployment, Performance Management
• Client Relationship Management, Quality & Productivity Management - People, Process & Technologies
• Overall accountability of customer engagements which involves: Issue resolution (Functional), Overall Customer
• Satisfaction, drive SLAs and KPIs across delivery teams, Identify areas of up-sell and cross-sell and work with process
• SMEs showcase our cutting edge technologies to the clients and setup subsequent follow-ups and assist on proposals to our customers
• Operational Vertical: HR Operations/Administration
• Team Management, Customer issue resolution (Technical/Functional/Business), Client Success Management which includes Relationship building and overall End use satisfaction of our client employees
• Drive effective collaboration between the onshore and offshore teams to resolve all customer complaints and issues
• Driving and Transitioning pilot projects (successfully launched 2 pilot projects including Transitioning of
• Performance Management process from Success Factors)
• Hire to Retire HR operational and Administration Support
• Training and People Development
• Operational Excellence and Business Advisory for HR Operations
• EMPLOYMENT HISTORY - Accenture Services Pvt Ltd., (Aug 2011 - Aug 2021)
• Designation: Deputy Management HR Operations (June 2017 to Present) Team: Accenture Operations
• Project Duration: Aug 2017 to Aug ‘21 Career Councilor: Rakesh.kanayath Industry: HR Operations
• Designation: Business Advisory Senior Analyst - Service Delivery Team Lead (Sept 2014 to June 2017) Team: Compensation/Merit/Benefits and Performance Management
• Team Size: 19 Full Time Employees, 1 Contract employee (which includes 4 SMEs) Project Duration: Sept 2014 to Aug 2017 Career
• Councilor: Santhosh Sharma
• Client Industry: Retail / FMCG
• Roles and Responsibilities:
• Handling a specialist team which manages the Tier 2 level support for the below Processes: -
• Compensation/Merit:
• Short Team Incentive Administration (Monthly/Quarterly)
• Annual Merit Administration
• One Time Bonus Administration/payouts: Honesty Pays, Manual, Recognition, Sign On bonuses
• Assist customers with queries/questions regarding all the above
• Analytics on various compensation data to create client value: Attrition, Attendance Analytics etc
• Employee Scope: 120000
• Client SLA: Accurate processing of Annual Merit Increases (Annual) Target: 99.5% Client SLA: Accurate processing of bonus payments(Monthly) Target: 99.5%
• End User satisfaction (CSAT) Target: 80%
• Performance Management and Employee Relations:
• Objective management and Administration: Cascade objectives and Reporting on goal progress
• Performance Appraisal Form design, UAT and Administration: Design, Launch and Administer Performance
• Reviews
• Proxy/Permissions management
• Performance Feedback Administration
• Reporting and Analytics: Using Online Report Designer
• Incident Management and Reporting- Employee Relations
• Employee Scope: 30000
• Tool: Pathway powered by Success Factors
• Client SLA: End User satisfaction (CSAT) Target: 80%
• Benefits Administration:
• Health and Welfare administration (Health Plans, Flex Spending Accounts, COBRA)
• Time off Plan administration and Gift of Time Program
• Relocation Assistance
• Employee Wealth administration (Stock plans, 401k and Deferred Compensation)
• Tuition Assistance Program
• Note: We act as the escalation point of contact between our Client employees and Benefit vendors like Aon-Hewitt for Health benefits queries, Mullin TBG for Wealth benefits, ED-COR for Tuition Assistance etc
• Employees would contact their respective Benefit vendors directly for any first-time assistance
• Employee Scope: 120000
• Client SLA: Timely Benefits Service Request Closure: 3 Day Target: 88%
• Client SLA: End User satisfaction (CSAT) Target: 80%
• Key Accountabilities
• Ensuring Client SLA is met with no service issues
• Effective Resource Management, People and conflict management, Process delivery
• Training and Development of team members which includes Succession planning
• Providing feedback to Tier 1 Contact Center case workers from various work forces to reduce and minimize escalations and improving customer satisfaction.