Chethan Chinnappa

Experienced Program Manager skilled in managing functional operations and projects related IT, HR , Financial Services etc, Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in People Process & Technology Management and delivering to organizational Goals in stringent deadlines.

Innovation executive worked at the Accenture Innovative Hub, Bengaluru. With over 16+ years of experience in IT with industries like 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, Recruitment Operations. Experience 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.