Saarthak Malhotra

Progressed into a leadership role overseeing Customer Service and Business Development, directing teams and strategic priorities across sales operations, client relationships, and growth initiatives. Spearheaded expansion into MENA and international markets, led Saudi Aramco submissions through SAP Ariba, and headed AI-driven Sales & CRM implementation.

Joined as an Individual Contributor and was entrusted with leading Customer Service and Sales Administration, supervising a team member, training new hires, and coordinating cross-functional sales activities. Managed end-to-end sales administration and customer operations, delivered sales reporting, and supported CRM implementation.

Promoted to Global Escalations management after strong Contact Centre performance, handling unresolved HR queries and ensuring high-quality case resolution. Coordinated with global payroll and data teams to resolve escalated issues within 24–48 hours, achieving 100% calibration during training.

Managed complex APAC payroll and HR escalations, ensuring accurate, compliant, and timely resolution within SLAs to maintain high employee satisfaction. Performed peer reviews, acted as SME, and identified process gaps to drive workflow improvements.

Key participant in Rio Tinto's Jasper transition from IBM Manila, completing global training with 100% calibration while handling HR queries across payroll, policies, benefits, and data via calls, chats, and emails. Acted as SME during transition, supporting trainers and leadership to mentor peers.

Achieved 100% customer satisfaction while meeting SLAs, serving as a domain expert across US Health & Welfare, Payroll, Attendance, Leave Management, and Workforce Administration via AWS-hosted HR infrastructure. Partnered with senior management to streamline processes and resolve complex client issues.

Delivered end-to-end HR support across payroll, attendance & leave, health & insurance, and employee benefits utilizing secure AWS cloud environments for a leading US-based international bank. Maintained 90–95% query resolution success rate and consistently ranked among top performers.

Grade: 8.9/10

Bachelor of Hotel Management degree from Amity University, Lucknow Campus, with a grade of 8.9/10.

Completed schooling in Business/Commerce at City Montessori School, Lucknow.