LALIT KUMAR
Hyderabad
Summary
Senior Payroll Implementation Consultant at ADP with a proven track record of achieving 100% on-time go-live for enterprise clients. Expert in payroll administration and cross-functional collaboration, I drive customer satisfaction and enhance feature utilization through tailored training and support, consistently delivering impactful results in complex implementations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Payroll Implementation Functional Consultant
ADP
05.2024 - Current
- Partnered one-on-one with 100+ US clients to implement HRIS, Payroll, and Benefits platforms, achieving 100% on-time go-live and 96% CSAT.
- Led data migration and system setup for 500K+ employee records, including integrations with different ADP products.
- Drove adoption of purchased products by providing bespoke guidance, best practices, and training to 100+ end users via different training guides and resources available, increasing feature utilization by 40%.
- Identified blockers and partnered with Product/Engineering to resolve API and configuration issues, reducing average implementation cycle by 25%.
- Worked on end-to-end implementations for HR and IT products across 20+ mid-market clients, tailoring solutions to specific business objectives.
- Contributed to end-to-end implementation team for successful project execution.
- Developed custom implementation plans with clear milestones and due dates; held customers and internal partners accountable to achieve objectives.
- Partnered with Sales, Account Management, and Support to ensure seamless client handoffs and foster long-term customer success.
- Consulted with clients to align on target timelines and operational needs, ensuring each milestone met compliance and workflow requirements.
- Proactively identified risks and served as escalation point for complex technical issues involving MDM and device management.
- Fostered feedback loops with Product/Engineering to advocate for enhancements based on customer insights and industry trends.
- Mentored new hires by sharing process expertise during implementation.
- Assisted various US clients as Payroll Implementation Consultant across multiple platforms.
- Served as Subject Matter Expert and liaised with state-side technical leads to reduce process gaps.
Payroll Consultant
ADP
11.2022 - 03.2024
- Worked as a Payroll Consultant assisting various US clients across platforms
- Guided US clients in understanding ADP products, enhancing their customer experience on the platform.
- Managed daily payroll queries for employees, ensuring timely and accurate resolutions.
- Assisting with taxation questions on paychecks and annual tax statements.
- Have been part of Run end to end implementation team
- Liaising with internal teams to resolve complex cases via chat, email and phone.
- Handled escalations via phone, efficiently resolving issues to deliver exceptional customer support to all clients.
Financial Advisor, UK Collections
HSBC Electronics Data Processing India Private Ltd.
06.2020 - 05.2022
- Carry an experience of 2yrs with HSBC as a financial advisor UK, collections.
- Promoted to Senior Financial Advisor from GCB 8 to GCB 7 for exceptional performance during COVID-19, successfully assisting UK customers with daily banking needs and enhancing customer satisfaction.
- Managed accounts of UK customers by developing tailored repayment plans and options.
- Recognized as best performer in June and ranked in the top #5 for overall site performance of Hyderabad UK Collections.
- Consistently received positive customer feedback, highlighting service quality and effectiveness.
- Developed skills to effectively address complex customer inquiries.
- Received an opportunity to work for FRAUD OPERATIONS for over a week during Black Friday and Cyber Monday and also received recognition for achieving desired targets during the duration.
- Worked in back office for STA requirement over six months.
Senior Selling Partner Associate
Amazon
09.2016 - 02.2020
- Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from product or service, protecting company reputation and loyal selling partner base.
- Collaborated with Customer Service, Merchant Investigations, Payments teams, and Fulfillment operations to resolve seller issues and questions.
- Reviewed and analyzed key metrics to identify root causes, formulating actionable solutions to enhance team performance.
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
- Driven positive response rate for my team by taking initiatives of being the Outbound point of contact for my team for a longer period of time.
- Identified Process gaps in SOPs and shared with Business teams or KPO via 'GEMBA' or 'JIRA' to implement long term fix.
- Managed quality assurance program including on site evaluations, internal audits and customer surveys.
- Shared the audit report with managers on regular basis who in turn used to conduct team huddles, team meetings and one on one sessions to discuss various kinds of process gaps and to create an opportunity for improvement.
- Taken active action in strengthening impacting associates' metrics as well as progressing in my own metrics.
- Spent time on researching and implementing cost-saving initiatives and creating fresh new approaches to long-standing problems.
- Developed communications and materials for weekly meetings, sharing minutes of meeting with the team to ensure alignment.
- Monitored social media and online sources for industry trends as well as to be in sync and updated with new day to day launches around the globe.
- Managed approximately 30 incoming calls, emails simultaneously.
- Done contact audits (phone+e-mail) for my team on a regular basis.
- Created plans to address significant changes and issues, driving implementation of proposed solutions through team leads to achieve targeted outcomes.
Education
Bachelor of Technology - Electronics And Communication Engineering
AITAM
Andhra Pradesh 01-2015
Intermediate -
Gurjada Education Society
Srikakulam, A.P01-2011
Primary and Secondary Education -
Bethany Convent School
Paradip, Odisha01-2009
Skills
- Payroll system configuration
- Compliance management
- Implementation support
- Third-party integration
- Project status reporting
- Stakeholder engagement
- Cross-functional collaboration
- Business partnership development
- Partner management
- Transition management
- Customer relationship management
- Client support
- Proposal development
- Mentorship skills
Certification
- Oracle DBA
- C programming
- Java Programming
Hobbies and Interests
- Singing
- Dancing
- Travelling
- Website Content Creation
Languages
- Hindi
- Oriya
- Telugu
- English
- Hindi
- Oriya
- Telugu
Timeline
Senior Payroll Implementation Functional Consultant
ADP
05.2024 - Current
Payroll Consultant
ADP
11.2022 - 03.2024
Financial Advisor, UK Collections
HSBC Electronics Data Processing India Private Ltd.
06.2020 - 05.2022
Senior Selling Partner Associate
Amazon
09.2016 - 02.2020
Bachelor of Technology - Electronics And Communication Engineering
AITAM
Intermediate -
Gurjada Education Society
Primary and Secondary Education -
Bethany Convent School