1. Samson. S. Francis
Mobile: 9880090309
samson.francis2312@gmail.com
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OBJECTIVE:
Seeking a challenging and adventures position using my knowledge in the field of Payroll
and HR operations and desire for achievement of success in all endeavours for the better of
self and the organization Payroll and Human Resources operations professional with over 7
plus experience years with demonstratedability to work efficiently at all levels and in a fast
paced and rapidly changing environment Have actively workedwith cross cultured teams of
large organizations. Proven abilities in organizing workflow and using a proactive approach
towards problem solving;
Worked with employees at all levels towards liaison for Payroll and HR operations affairs;
Demonstrate commitment to leadershipthrough positive contributions in boosting
employee morale. Partneredwith management teams in providing appropriate Cost
analysis, Retention, Performance management, succession planning and other core Payroll
and HR Operational activities
PROFESSIONAL SUMMARY:
Overall 9+ years of experience startedas
Senior Customer Care Officer – Customer First Private LTD
Senior Associate – Fidelity Investments
SME/PL Contact Centre (global HR & Payroll) – ANZ
Investigation & Case Manager – ANZ
HR Specialist – ANZ
Current: Team Leadfor Contact Centre (Central Functions)
Clients Served:
ANZ – May 18th 2009 – Till Date
Fidelity Investments – June 13th 2005 – May 15th 2009
Customer First Private LTD – July 2004 to June 2005
Education Qualification:
Bachelor of Commerce (University of Karnataka)
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Current Role Team LeadCentral Functions (contact centre)
Currently managing the Contact centre under Central Functions Dept
Handling the team of 5 people
Key Skills:
 People Management, Uplift the team performance & individual performance
management
 Team Management, Quality Processing
 Cost Optimization
 Managing the daily and weekly deliverables
 Client RelationshipManagement
 Extract various reports to manage the ageing andcritical requests
 Process Improvements and Streamlining
 Maintain Team Statistics
 Process Knowledge, Decision Making, Analytical Skill, Multitasking, Time Management,
People Friendly, Communication Skill andProblem Solving.

2. Company: ANZ in Bangalore
Position: PL/HR Specialist/Case Manager/SME
Duration: Sept 7th 2011 – Till date
About ANZ Overseas Payroll Team
Overseas payroll team is a governing body on the Payroll & HR operations team and its
activities. OS Payroll team is responsible for all payments and the statutory governances
(Hire to Retire) by using its SME capabilities and implementing the best practices across the
processes. We Manage the OS Payrolls for: AUS, NZ, APEA, IND countries
About HR & Payroll Specialist Team
HR & Payroll Specialist Team is responsible for analysing and streamlining the process
across payroll and builds the knowledge gap of the processor to SME level, to improve the
quality of service to the next level
The team also supports HR and Payroll Department across three regions currently
(Australia, New Zealand, India APEA countries) the team has the responsibility to collate the
missing. Documents/Information/Confirmation/Approval/Signature ; from the end-
user/Requestor which covers hire to retire process
Key Skills:
 Escalation Management/BOLD Incidents (amount exceeding 10k)
 Managing the daily and weekly deliverables
 Contacting HR business partners across the entities to arrive at instant approvals
 Client RelationshipManagement
 Interact efficiently with the HR consultants to fetch appropriate information and
documents
 Extract various reports to manage the ageing andcritical requests
 Process Improvements and Streamlining
 Maintain Team Statics
 Process Knowledge, Decision Making, Analytical Skill, Multitasking, Time Management,
People Friendly, Communication Skill andProblem Solving.
 Team Management
 Recover the overpaid amount form the staff within the financial year end, to avoid the
loss to the bank
Roles and Responsibilities anchored:
• Manage dashboard reports on daily, weekly and monthly basis
• Work Allocation & optimization the productivity for the team
• Provide input quality reports on monthly basis
• Handle T2 Queries, Upskill Contact Centre
• Manage team in absence of manager
• Recovering the overpayments from active and ex-employees
• accountability in handling concerns/queries of the end user (first time resolution)
• Manage escalations and convert it into customer satisfaction also improvise customer
voice survey
• Stream Line the process by implementing quick wins process change
• Make sound and timely decision in identifying the gaps in the process
• Analyse the root cause of a problem and identify the quick possible solution
• Regularly schedule time to provide a developmental feedback to
• Processors/subordinates
• Analyse and forecast volumes
• Take the leadby owning and removing the obstacles to team performance

3. Initiative:
• Provided inputs to create a tool to track quality input & overpayment
• Seat utilization across the department
• Kaizen awareness in the department
• Was part PeopleSoft conversion program from 8.9 to 9.2
Applications used
PeopleSoft 8.9 & 9.2, Excel 2003 & 2010, Word 2003 & 2010
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Company: ANZ in Bangalore
Position: SME/PL Contact Centre (global HR & Payroll)
Duration: May 18th 2009 – Sept 7th 2011
Roles and Responsibilities anchored:
• To streamline the payroll queries quicker andprofessionally provide the resolution
• Reduction of queries to payroll processing teams and optimize resource as per SOD
• Customer focus to provide better service.
• Individual & team motivation
• Call & Email monitoring to improve quality of service
• Systematic coaching to the team
• Manage & Decrease escalations
• Work allocation & attaining teams SLA
• On call task resolution
Initiatives:
• Improvised call abandonment
• Createdbreak roster and the attendance for the team, and see to that team adheres to it
• Timely updating the process module & tweak as per the company polices
• Createdresponses for FAQs
• Contributed towards the analysis of missedSLA cases by the payroll processing team
• Handled the team for 7 months at the time of transition
• Update the dashboards on weekly basis Createdresponses for FAQs
• Contributed towards the analysis of misse dSLA cases by the payroll processing team
• Handled the team for 7 months at the time of transition
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4. Prior Experience:
Company: Fidelity Investments
Position: Senior Associate
Duration: June 13th 2005 – May 15th 2009
Fidelity Investments is an international provider of financial services andinvestment
resources that help individuals and institutions meet their financial objectives. Fidelity
Investments is a leading Mutual fund company in US. It manages over 1 trillion dollars in
Assets. Fidelity Investments has also to offer discount brokerage services, retirement
services, estate planning, wealth management, securities execution andclearance,
Healthcare, Payroll, life insurance andmore
About the team: Customer Research and Resolution:
The Customer Research andResolution (CR&R) department handles many different types of
requests from participants; plan sponsors, and internal business partners. The Requests
processed by CR&R include Correcting account errors, Responding to participant inquiries,
and performing general account maintenance
Roles and Responsibilities anchored:
• Handling the correction of customer arbitration in relation to their 401K accounts.
• Fund to Fund Correction, employee and employer Source correction
• Did have authorization to approve cheque made out to customers
• Working on replacements of cheque, and make it rollover to other customers or trustees
and re-depositing back to the account (Cheque Corrections)
• To reverse the loan which has been defaulted, due to incorrect payments and re -
amortize the loan payment date, amount and the interest (Loan Correction)
• To work on the escalatedCases
• Processing requests daily, accurately, and on time, while maintaining appropriate
control measures to manage risk
• Working along with Client Operations Specialists to resolve processing discrepancies.
• To maintain Discrepancy reconciliation of the process and update the counter parts
stating when the discrepancy will be clear
• Quality check and Manage workbaskets of people going on leave
Workshops:
• Six Sigma - Yellow belt awareness training
• Conducting Business with US
• Assertive Skills
Company: Customer First PVT Ltd
Position: Senior Customer Care Officer
Duration: July 2004 to June 2005
Customer First Private Ltd is India’s No.1 Domestic call centre and with various Clients.
I was into Airtel Customer Care
Roles and Responsibilities anchored:
• Take calls and give resolution online to the customers
• Maintain SLA report for daily, weekly and monthly basis
• To assist and maintain the floor in the absence of my Team Lead
Computer Literacy:
Operating System & windows, word processing, With MS-WORD 2000 Spreadsheets with
MS-Excel, LAN concepts and Internet Presentation Graphics with MS-Power Point

5. Personal Information:
Father Name Solomon Francis (expired)
Languages English, Hindi and Kannada
Correspondence Address Ankshu Enclave Apartment
2nd Floor, Near Bethel Nagar
Sathya Sai Baba Layout
K R Puram
Banglore-36
Date:
Place: Bangalore
I hereby state that above mentioned information’s are true to best of my knowledge
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