SHIPRA KAUSHAL_022017
- 1. SHIPRA KAUSHAL House No 21 – Amberhai Village Dwarka Sector 19 New Delhi, ND-110075 Tel - 9910422177 Email: kshipra.kaushal14@gmail.com Profile: Experienced and results-oriented Transitions and Implementations Manager with extensive research/training/management background and high academic honors. Honors and awards: • Senior Manager - Transitions and Implementations in April 01,2015 – present – Awarded Gold award for implementing Coupa (an online web based cloud application) for Procure to Pay business globally with business owners owning the process in US, Canada, and UK. • India Transitions and Implementations Manager in Jan, 2013 to March 31st ,2015, - Awarded Gold award for delivering Bank Of America project, project scope was to offshore both Payroll and Workforce administration from North Americas to India Noida and Gurgaon location • India operations Manger in April 2011 to December, 2012 . – I was instrumental in transitioning in various processes for Koch DB and transitioning out for The Walt Disney and Cap Gemini clients. Lead Koch DB team to initiate and stabilize various processes which were not in sync upon implementation. Transitioned payroll and DB calc’s/ Non Qualified events to offshore along with various calc introductions. Created SOP’s and identified process demarcations including SLA’s/TAT’s and process ownership. Created and identified capacity. Lead India Operations team in transition of The Walt Disney Benefits retirement process to Fidelity smoothly. Initiated Kai-zen process on Disney edits and reduced the edits count to 186 in a week. Initiated fortnight sessions and projects for work reduction and process sync in the form of automation etc and handing over the requirements to the clients for ongoing processing after defining the SLA’s TAT’s and FT requirements based on the hours of processing and FT availability. • Headed Koch – GP / The Walt Disney Company and Capgemini client’s as one of the biggest clients in the South east zone when promoted as a BOA(Benefits Operations Administrator) April 2008/ EBOA (Experienced Business Administrator) in Dec 2010 and India Operations Manager in April, 2011 • Was nominated to be the project owner for Disney Stabilization with BDM recognition and recommendation, to retain the client with Hewitt with accuracy in process deliverables and managing Shared services along with the ongoing OCP team single handed along with 3 BOA’s under my supervision and guidance and One Onshore BOA. • Awarded master mind award for meeting client deliverables for the team beyond the said target laid down by the client team for workflows and edits. • Awarded certificate of excellence at Hewitt for client deliverables (Energy Future Holdings, EFH) single handed in 2008. • Awarded mastermind award for stream lining the death retire and reissue of checks process resulting in reductions of w/f’s and benefits center calls. • Awarded Tier-2 and 4 awards for excellence in meeting client targets at Hewitt, 2008 and 2009. • Thrice recipient of the “Shining Star” award for best performance in the process, IBM Daksh(2006 and twice 2007) • Lead the school basket ball team, 2000 • Awarded for the best all round performance and best behavior in school 2000
- 2. • Awarded the owner for highest TCO/FCO counts ranked #1 on the Walt Disney Client • Awarded best performance in Quality to meet the SLA’s in and before TAT defined. Expertise: more than 11 years of research and customer care experience with handling/training operations ongoing team for 7 yrs and independent project management for more than 4 yrs Qualifications: • Working knowledge of general office procedures and practices, proven ability to communicate(written and verbal) in English and Hindi • Ability to grasp and use procedural and technological changes • Ability to establish effective interpersonal relationships within the team and supervisory experience • Effective customer care skills • Ability to perform effectively under pressure and meet deadlines • Experienced in mentoring and leading the operations team • Detail oriented • Six-sigma(yellow belt)-certified • Risk and stakeholder management • Have given various lean ideas for process improvement and simplification, and reduction in cost/time • Lean certified/trained. • PMP trained. Computer skills: MS Word, Power point presentations, Excel, collating data, Apollo, CMS, Mainframe applications, Lotus notes, Micro Soft outlook, MS Projects 2010, Visio 2010 Education: • Pursuing Masters in Arts (Economics) , IGNOU. July 2011 • Post Graduate Diploma in Business Administration (PGDBA) in HR, Symbiosis, Pune, September 2010 • BS(Commerce Hons.), Delhi University, India, May 2005 • ISCE(10+2), St. Mary’s Convent High School , Kanpur, UP, India, May 2000 • ICSE, Seth Anand Ram Jaipuria School, Kanpur , UP, India, May 1998 Positions held: • Senior Manager – Transitions and Implementations April, 2013 to present – • Key responsibilities – • Day-to-day transition planning & management (including escalations and issues/risk management) • Own end to end project management plan - Initiation, Planning, Execution, Monitor and Control and Completion or closure of Project • Understand the Transition Plan, focus on timelines and assumptions & seek clarifications if any • Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion • Project planning – estimating timelines, costs, resource requirements and execution • Conduct detailed transition planning in accordance with defined service go-live commitments • Create detailed RACI matrix at the planning stages with all cross-functional team members
- 3. • Track day-to-day tasks as per project plan, highlight risks & put in place mitigation action plans • Establish governance and meeting cadence with customers and cross-functional teams • Validate output by functions before it is sent to the customer, e.g.: Training plans, SOP tracker etc. • Prepare Tollgate report-out docs & own completion of all tollgate deliverables including travel and site readiness • Maintain Action, issue, risk logs and keep the teams updated about changes in status through proactive communication • Coordinate with customer PMO – on dependencies, risks & issues • Support the TL in running transition workshops – both for internal stakeholders and clients • Schedule calls as per governance matrix and prepare materials for calls as relevant • Work with Client teams to ensure that all contractual milestones and deliverables related to transition projects are met • Understand & possess working knowledge of Microsoft Project Plan Adherence to Transition Policies & Procedures • Create project on MS Projects 2010 (project management tool), monitor & maintain latest status of project • Initiate Change Request as relevant and as discussed with TL • Trigger VoC (customer/ stakeholder feedback) survey roll out post tollgate signoff; share scores with entire project team • Keep business apprised of any exceptions that are due to arise in Deal Book and act as guided for exception approval • Projects delivered – • Procure to Pay – Coupa implementations with PS integrations for North Americas (US + Canada) • Procure to Pay – Coupa implementation for Netherlands Coupa + Emptoris + Workday +PS 8.0 integrations. • India Transitions Manager, January, 2013 to May, 2015 – • Key responsibilities – Project managing/ transition (Marriott International Reimplementation’s, Multiple Clients Job Postings and BMO transitions), from initiation through deployment, using principles of PMP/ Aon Transition involving: • Transfer of work from onshore to offshore • Transfer of work from new customer to Aon/ AonHewitt globally • Transfer of work to incumbent / third party from Aon/ AonHewitt or vice versa • One time projects like set up/ implementation of an IT tool or system • Ensure effective transition to ongoing operations team adhering to the business case, timelines, and budget. •Success of transition to be measured by minimum 4 weeks of successful/ GREEN Go live (Pilot) •Responsible to establish and present technical and economic feasibility • Responsible for planning and delivery of all components of transition/ project management (including assessment, project planning, staffing, developing/ designing knowledge transfer strategy and execution, support hiring, support creation of training plans, support identification of process metrics/ service levels, quality plan, seating, and technical infrastructure. •To be able to act as arbitrator • Interfaces extensively with the client and onshore business unit project and leadership teams to facilitate overall integration and to build an effective partnership • Build effective partnerships with business, operations, domain, program office, talent acquisition, talent development, HR, technology, procurement, finance, real estate functional linkages • Participate in the Account Team for the project along with the Account Executive, IT SDM, SDM, and the Program Manager • Responsible for creation of all project documentation like action points, minutes of each meeting, project plans, tollgate documentation; ensuring that all project documentation accurately reflects the current status of changes and outstanding issues – maintains master Risk log.
- 4. Projects delivered – New Client implementation – Greif Service Centre set up of 5 FTEs Synchrony Financial - Service Centre, Payroll, WFA and Performance on Workday platform of total 15 FTEs Reimplementation/Transformation – Marriott PS.8.0 to 9.01 and LMS implementation of success factors from Docent – Learning and WFA 10 FTEs Offshoring – Bank of America – Payroll and WFA 20 FTEs on People soft 9.01 platform • India Operations Manager, Hewitt Associates (April 2011 to December, 2013) –. Lead Operations for Koch DB team (which was a day 1 client. Created SOP’s for the DB Boa ongoing team for continued process stabilization. Transitioned payroll and DB calc’s/ Non Qualified/QDRO/Payment for active employees for ongoing events to offshore along with various calc introductions to monitor their active payroll/hours and services. Created SOP’s and identified process demarcations including SLA’s/TAT’s and process ownership. Created and identified capacity created in the team to align processes. Request FT requirement for any offhand requests or attritions to the DM/HR. Initiated various client process transitions to offshore. Lead client facing projects and stream lined various event flows to help in smooth processing of data updates/queries. Introduced process standardization and lean ideas to help client satisfaction for meeting deadlines for various process. Worked with DPSS team and created a lean idea for implementing process standardization for pension payroll defect resolution and avoidance. Lead the Ongoing Walt Disney team and Shared services teams with my vast experience in the field of training and work allocation. I was instrumental in creating capacity for the ongoing team to absorb additional work and kept quality checks to confirm quality of the process. Lead projects to stream line the process and shared continuous improvement projects/ideas like defect understanding, job abends etc. Introduced fortnight meetings to check where were as a team and what action plan is required for the next couple of weeks. Kept regular checks on teams one o ones, reached out to the learning and capability development team by identifying training needs of the associates. Above all, seeking whether the process handed over to the teams were feasible or not for ongoing perspective. Lead the offshore on the w/f reduction Kaizen project and the overall team on Kaizen edits reductions project. Trained on board BOA’s and Eboa’s and provided training plans for them as per the progression requirements. Was also helpful in training and bridging gaps within the shared services and various other BOA’s/IOM’s aligned to clients like UPMC/Continental and UBS clients. Initiated fortnight sessions and projects for work reduction and process sync in the form of automation etc and handing over the requirements to the clients for ongoing processing after defining the SLA’s TAT’s and FT requirements based on the hours of processing and FT availability. • Experienced Benefits Analyst (TL), Hewitt Associates (December 2009- March 2011)- Lead the BA’s on the ongoing and special projects. Undertaking the ownership of the w/f reduction projects and Check tracker projects. Work with the IDG (Delivery group) to upgrade the processing of the current TBA system via automation and Aqua . Work with the shared service managers and the OCP managers to stream line the processing. Attending meetings with the onshore team/client and the ongoing team. Creating Defects and monitoring the performance of the BA’s OCP. Provide SOP’s to the team for the new transitioned process. Scheduling and leading up meetings and fortnight calls with the Client and ongoing TEAM. Working closely on edits clean up , check tracker and retirement/death processes. Work with the COE team to transition manual calculations for service and plan transfers. Training and managing BOA’s and have a close look at the TAT/SLA’s in respect to their processing. I am also responsible to take sessions for personnel development and motivation. I closely work with the RNR team and have anchored R&R for the Business Unit.
- 5. • Benefits Analyst Research Associate, Hewitt Associates (April 2008-November 2009) – Was aligned to Cap Gemini client for DB domain. My processes covered determination of the pension of employees who opted for Defined benefits plan. To act as a liaison between the End client and the Customer support associates. Manage and resolve any issues of my team. Create, maintain and execute Standard Operating Procedures (SOPs) to be followed by my team, both onshore and offshore. Determining the pensions of QDRO’s (Alternate payee) and the beneficiary’s as per the Domestic Relations Order (DRO) in respect to plan provisions, Court Order and the US law. Am a certified user of Total Benefits Administrator (TBA), Workbench, a software used by BA’s. • Sr. Customer care associate, IBM Daksh (May2005-Feburary 2008) Was responsible for meeting the client Metrics in regards to Aviation Industry. Have worked with Delta Airlines and was responsible to confirm and book Tickets. Help Customers check in online and resolve queries in regards to the airport maps and contacts. Worked with United Airlines and apart from the above was also responsible for issuing vouchers to the customers for any grievances. Certifications: • Certified for TBA( Total Benefit Administrator) • Certified for running H-Trace and working on Mainframe • Certified for CMS. • Certified user of Apollo database. Trainings attended: • Lean • Business Quality Tools • One day six sigma- Yellow belt • Business Ethics • Business Etiquettes • Presentation and communication skills • Plan to perform • Power of You and Me • Chequered Board • Feedback and coaching skills • Power of world views • Power of inclusion • Interviewing skills • 1 day Certified Associate in Project Management • Project Management – PMP References available on request
- 6. • Benefits Analyst Research Associate, Hewitt Associates (April 2008-November 2009) – Was aligned to Cap Gemini client for DB domain. My processes covered determination of the pension of employees who opted for Defined benefits plan. To act as a liaison between the End client and the Customer support associates. Manage and resolve any issues of my team. Create, maintain and execute Standard Operating Procedures (SOPs) to be followed by my team, both onshore and offshore. Determining the pensions of QDRO’s (Alternate payee) and the beneficiary’s as per the Domestic Relations Order (DRO) in respect to plan provisions, Court Order and the US law. Am a certified user of Total Benefits Administrator (TBA), Workbench, a software used by BA’s. • Sr. Customer care associate, IBM Daksh (May2005-Feburary 2008) Was responsible for meeting the client Metrics in regards to Aviation Industry. Have worked with Delta Airlines and was responsible to confirm and book Tickets. Help Customers check in online and resolve queries in regards to the airport maps and contacts. Worked with United Airlines and apart from the above was also responsible for issuing vouchers to the customers for any grievances. Certifications: • Certified for TBA( Total Benefit Administrator) • Certified for running H-Trace and working on Mainframe • Certified for CMS. • Certified user of Apollo database. Trainings attended: • Lean • Business Quality Tools • One day six sigma- Yellow belt • Business Ethics • Business Etiquettes • Presentation and communication skills • Plan to perform • Power of You and Me • Chequered Board • Feedback and coaching skills • Power of world views • Power of inclusion • Interviewing skills • 1 day Certified Associate in Project Management • Project Management – PMP References available on request