Summary
Overview
Work History
Education
Hobbies and Interests
Timeline
Generic

Deepika Borgaonkar

Thane (West)

Summary

Experienced HR Operations Specialist with over 9 years of expertise in optimizing HR processes and managing employee lifecycles across diverse regions, including the UK, Ireland, and South Africa. Recognized for leadership in successfully driving acquisition projects, consistently praised by senior leadership. Proficient in resolving complex challenges and implementing process improvements, skilled in compliance management, team leadership, compensation, and benefits, and with advanced proficiency in SAP and Workday systems. Aspiring to secure a senior HR role to contribute strategic insights and operational expertise to enhance organizational excellence.

Overview

14
14
years of professional experience

Work History

Process Consultant

Wipro
09.2023 - Current
  • Supporting First National Bank clients in the South Africa region by handling Tier 1 Advice & Guidance (A&G) queries from employees and Tier 2 and 3 queries in consultation with the functional teams, focusing on leave and absence management processes
  • Ensuring timely research and response to all other HR queries and issues raised by employees
  • Analyzing leave and absence ticket queries to identify trends, root causes, and areas for improvement
  • Developing and implementing process improvement initiatives, including designing process checklists
  • Acting as a subject matter expert, providing guidance and support to stakeholders and team members
  • Working with teams to identify process bottlenecks and implementing solutions to streamline procedures
  • Conducting regular audits to maintain compliance with company policies and regulations
  • Documenting and analyzing tickets log to identify recurring trends and prevent future problems
  • Identifying red flags and escalating serious client issues to the Manager in cases of untimely resolution
  • Accessing and maintaining internal knowledge bases, resources, and frequently asked questions to aid in providing effective problem resolution to clients

Subject Matter Expert

Accenture
12.2019 - 09.2023
  • Process support:
  • Participated in the Knowledge Transfer Process for various processes/clients, acquiring in-depth knowledge as an SME
  • Supported process audits for Employee Benefits & Non-compensation areas in the UK & Ireland region
  • Identified discrepancies and process gaps in HR transaction execution, providing timely feedback to team members as required
  • Managed and prioritized incoming volume to ensure SLAs were met and urgent requests were processed promptly
  • Handled monthly, quarterly, and bi-annual activity-based reports, ensuring 100% compliance with standard operating guidelines
  • Conducted proper data validation and analysis of reports before sharing with stakeholders and Onshore UKI clients, adhering to GDPR policy guidelines
  • Proactively participated and worked closely on acquisitions and bulk adhoc projects, providing support in data scrutiny, validation, and mail merge activities
  • Escalated issues and sought advice when faced with complex problems
  • Held detailed knowledge and hands-on experience with Siebel/Service Now, SAP, SharePoint, and Workday
  • Ensured SOP/LWI's were followed, updated regularly, and trained team members on new process updates
  • Team Support:
  • Provided floor support as a Subject Matter Expert, addressing team members' queries and helping them overcome process-related challenges
  • Conducted daily briefing calls and provided process updates
  • Worked on escalated cases for intense research and resolutions within the given turnaround time
  • Enriched team members with a clear sense of direction and understanding of each other's responsibilities
  • Participated in team building activities
  • Assisted the team with On Job training for new hires regarding internal processes
  • Client Support:
  • Supported special process requirements to meet client requests/demands
  • Continued to strengthen work relationships with Onshore Teams
  • Applied procedures to ensure the accuracy of output and adopted a continuous improvement approach
  • Always demonstrated the highest level of customer service
  • Paid close attention to detail and followed through to resolve any outstanding issues
  • Went beyond immediate requests and activities to ensure both own and related tasks were completed

HR Service Delivery Associate

Accenture UK and Ireland
07.2016 - 11.2019
  • Managed employee life cycle processes such as compensation, non-compensation, employee benefits, and payroll queries for employees
  • Responsible for processing end-to-end SAP updates for comp and non-comp, as well as benefits transactions, including annual promotions, salary changes, off-cycle promotions, bonus updates, PHI, and health insurance policies enrolment programs for employees
  • Handled Probation processes for the entire Ireland region
  • Possess good knowledge and hands-on experience with ticketing tools such as Siebel & Service Now
  • Achieved daily BAU targets within defined SLAs (Service Level Agreements)
  • Provided swift resolution to HR service requests within SLAs and ensured a productive closure with utmost accuracy and attention to detail ensuring smooth HR service delivery to the clients and employees
  • Maintained accuracy and data confidentiality while processing SAP/Workday updates and any pay-related sensitive transactions
  • Responsible for mentoring new team members and addressing team queries and process-related challenges
  • Effectively handled complicated issues, escalations, and validated errors to provide quick turnarounds for urgent cases
  • Supported SMEs, Team Leads, and Managers in additional or ad hoc tasks
  • Actively participated in new projects undertaken in HRO, such as the automation of HRT processes and tool deployment from SEIBEL to SERVICE NOW

HR Coordinator

Tata AIG General Insurance Company
11.2014 - 05.2016
  • Oversaw the end-to-end recruitment process for the West Zone region
  • Managed onboarding and exit formalities within the designated region
  • Executed background verification processes for the entire West Zone
  • Provided monthly attrition input to the Payroll team
  • Prepared and issued various essential letters, including pre-employment, offer, absconding, and termination letters as per active requirements
  • Coordinated and followed up with the Recruitment team to facilitate the timely generation of final offer/appointment letters
  • Prepared and maintained various HR trackers and other MIS-related data
  • Implemented new initiatives to launch the Employee Referral Program
  • Identified and sourced new Placement Agencies for Recruitment Tie-ups at a Pan India level
  • Managed employee benefits programs such as R&R, Town Hall, and Birthday Parties
  • Assisted Assistant HR and HR Manager in day-to-day tasks and ad hoc activities
  • Resolved internal employee queries and grievances
  • Prioritized important tasks to ensure that deliverables were met within business requirements and deadlines
  • Maintained the employee database on a periodic basis

Verification Officer

Screen Facts Services Ltd
12.2010 - 01.2012
  • Conducted employment background checks for company clients, ensuring cases were closed within the business turnaround time with utmost accuracy and attention to detail
  • Thoroughly verified employment details provided by the client-candidate against HR records
  • Promptly identified and communicated any discrepancies to the clients and ensured that reference checks were completed for the final candidate as appropriate
  • Handled sensitive employee information and any discrepancies in BG Checks with the highest level of confidentiality and data integrity, strictly adhered to BGC guidelines and standard operating procedures
  • Successfully met daily targets and maintained effective collaboration with other teams to keep clients informed
  • Generated comprehensive and accurate reports for clients, ensuring full compliance with internal policies and regulations

Education

Master of Management Studies -

Kohinoor Business School, University of Mumbai
05.2014

Bachelor of Management Studies -

Patkar Varde College, University of Mumbai
03.2010

Hobbies and Interests

Trained Bharat Natyam Classical Dancer, Badminton & Listening to music

Timeline

Process Consultant

Wipro
09.2023 - Current

Subject Matter Expert

Accenture
12.2019 - 09.2023

HR Service Delivery Associate

Accenture UK and Ireland
07.2016 - 11.2019

HR Coordinator

Tata AIG General Insurance Company
11.2014 - 05.2016

Verification Officer

Screen Facts Services Ltd
12.2010 - 01.2012

Master of Management Studies -

Kohinoor Business School, University of Mumbai

Bachelor of Management Studies -

Patkar Varde College, University of Mumbai

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Deepika Borgaonkar