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Maheshwar Panday

@maheshwarpanday

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Senior payroll operations and customer support specialist driving compliance and CSAT.

India

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What I'm looking for

I’m looking for a remote/hybrid role where I can own end-to-end payroll or BFSI support operations, uphold compliance and SLAs, and improve CSAT through process optimization, analytics, and stakeholder collaboration.

I’m a results-driven payroll operations and banking customer support specialist with 7+ years of progressive BFSI experience. I’m known for sustaining 95% CSAT scores while delivering 99%+ payroll accuracy for 500+ employees.

In my current role, I directed end-to-end payroll operations, managed tax and statutory deductions, and supported benefits administration and compliance reporting. I maintain audit-ready payroll records and have delivered zero compliance violations through rigorous statutory adherence.

I also lead teams: I built, mentored, and managed 24 payroll and operations specialists, serving as a Subject Matter Expert for complex escalations and policy guidance. I ensure SLA adherence across payroll cycles by identifying and mitigating processing risks before they impact delivery.

Across customer-facing and operations roles, I handle 80+ daily interactions with a structured approach to escalation resolution and first-contact outcomes. I optimize processes, collaborate cross-functionally with HR/Finance/Compliance, and use analytics from platforms like Workday, SAP, ADP, Salesforce, and Zendesk to drive measurable improvements.

Experience

Work history, roles, and key accomplishments

Senior Specialist, Payroll Ops

Randstad Offshore

Sep 2021 - Sep 2024 (3 years)

Directed end-to-end payroll operations for 500+ employees, maintaining 99%+ processing accuracy and timely salary disbursement. Led 24 specialists, ensured audit-ready records with zero compliance violations, and improved SLA adherence through continuous workflow streamlining.

Payroll Operations Payroll Processing Compliance Reporting SLA Management Audit Readiness Team Leadership Workday ADP Reporting and Analytics

Senior Customer Service Officer

HSBC Bank

Jul 2020 - Sep 2021 (1 year 2 months)

Provided inbound banking support across 80+ daily customer interactions while sustaining 95% CSAT. Managed account servicing, transaction disputes, and balance inquiries with strict compliance to KYC and internal quality standards.

Customer Service KYC Compliance Dispute Resolution Escalation Management SLA Management Quality Assurance Stakeholder Management Reporting

Senior Customer Service Executive

Synchrony Financial Services Pvt Ltd

Aug 2019 - Jun 2020 (10 months)

Delivered expert-level credit card support, resolving billing disputes, unauthorized transactions, and account queries efficiently while exceeding KPI targets. Partnered with back-office, compliance, and fraud teams to ensure accurate and timely case resolution and improve customer retention.

Credit Card Support Customer Service Billing Disputes Unauthorized Transaction Handling KPI Management Quality Assurance

Guest Relations Executive

Tamarind Global Services Pvt Ltd

Mar 2017 - Jun 2019 (2 years 3 months)

Managed premium passenger and guest support in a high-volume environment, handling inquiries, complaints, and service requests with consistently strong service outcomes. Coordinated with airport staff and third-party vendors to ensure seamless guest experiences and prompt resolution.

Guest Service Customer Support Complaint Handling Cross functional Coordination Vendor Management Service Recovery Quality Standards