Headline

Senior Operations & Reporting Analyst | Workforce Management (WFM) | Customer Service Operations | HR & Administrative Support | Employee Onboarding| IT Support

About

Specializing in Workforce Analytics & Operations, I leverage data to optimize contact center performance and drive efficiency. With over two decades in global operations, I build and maintain critical performance dashboards, deliver insightful reporting, and automate processes to enhance productivity. My expertise spans workforce management, HR, and payroll, with a proven track record of designing solutions that provide leadership with actionable intelligence. I focus on streamlining complex workflows, improving resource utilization, and ensuring compliance across large-scale international environments. My work has directly led to significant improvements in operational metrics, including a 20% increase in productivity for a 400 FTE contact center supporting UK, US, India, and Canada markets. I am adept at transforming raw data into strategic insights that guide coaching, staffing, and process decisions, ensuring optimal service quality and SLA adherence. I am passionate about creating robust analytical frameworks that empower teams and leadership to make informed, data-driven decisions to achieve operational excellence.

Location

Bengaluru

AI stack

claude

gemini

Work experience

Wealth & Premier Support Officer at HSBC, Nov 2025 - Present · 1 yr 1 mo, Hybrid, • Lead end-to-end employee lifecycle operations for a global financial services function, coordinating cross-functional stakeholders across onboarding, attrition, access provisioning, and resourcing activities. • Manage employee lifecycle workflows through ServiceNow — coordinating onboarding, role transitions, and access changes for a high-compliance environment while maintaining data accuracy and audit readiness. • Analyze workforce and operational data to identify capacity gaps, scheduling conflicts, and trend patterns; translate findings into actionable recommendations presented to senior stakeholders. • Designed and deployed Genesys platform training program using adherence data to pinpoint adoption gaps and drive measurable improvement in process compliance. • Investigate operational and compliance issues end-to-end — identifying root causes, coordinating resolution across stakeholders, and closing cases within SLA. • Plan and align workforce scheduling with operational priorities, proactively resolving conflicts before they impact delivery. • Environment: High-regulation, global financial services • Tools: ServiceNow, Genesys, Excel, SQL

Workforce Senior Analyst at HSBC, Nov 2022 - Nov 2025 · 3 yrs 1 mo, Bengaluru, Handled the data of HSBC Contact Centre which supported UK, US, India & Canada markets for 400 FTE's. Designed and launched a late-logging report from scratch, giving leadership visibility they previously lacked into login delays — the analysis it enabled led to root-cause fixes and a 20% increase in productivity Build and maintain performance and NPS dashboards for a contact centre operation, enabling leadership to track service quality and SLA adherence in real time Deliver reporting that management relies on to guide coaching, staffing, and process decisions. Automated a simpler version of coaching file that reduced the time taken by team leaders in filling the file which could in turn be utilized for coaching the staff. Handled systems/access setup, and induction scheduling for new joinees. Revoked accesses for attired staff and updated attrition report with the exact reason that would help the higher management to track attrition data and analyse the trends to support future hiring plan. Streamlined training logistics by updating training schedules and smooth functioning of training.

Senior Associate at EY (Ernst & Young), Apr 2014 - Sep 2016 · 2 yrs 6 mos, Managed deployment for Tax and CES verticals by analyzing project pipeline and aligning workforce supply accordingly. Partnered with business leads to balance skill/grade mix, utilization goals, and compliance across engagements. Conducted weekly reconciliation of staffing data to ensure accuracy and resolve discrepancies. Tracked mailbox requests, handled staffing conflicts, and supported end-to-end resource fulfillment processes.

Claims Associate at Cognizant, Mar 2013 - Apr 2014 · 1 yr 2 mos, Addressed escalated claims and monitored payment adjustments while coordinating cross-team service delivery support. Contributed to knowledge transfer and process optimization across multiple lines of business.

Senior Associate at Cognizant, Jan 2013 - Jan 2014 · 1 yr 1 mo, Bengaluru, Karnataka, India

Payroll Trainer at Accenture, Sep 2006 - Oct 2008 · 2 yrs 2 mos, Greater Bengaluru Area, Led a 15-member payroll team in team leader’s absence; trained new joiners and supported process transitions. Ensured compliance through SOP updates, audits, and issue resolution in multi-country payroll processes.

Senior Payroll Specialist at Fidelity Investments, Jan 2004 - Jan 2006 · 2 yrs 1 mo, Bengaluru, Payroll Processing for Bank Employees

Education

Bachelor's degree, Business/Commerce, General, SJMVS Arts & Commerce College, Hubli.

High School Diploma, Business/Commerce, General, SJMVS Arts & Commerce College, Hubli.