SHREEJANA THAPA
HR Senior Service Delivery Analyst
Pune
Summary
Results-driven Senior Executive in HR Shared Services specializing in employee onboarding and Talent Acquisition. Achieved high customer satisfaction through effective management of HR operations and strong relationships with global stakeholders, utilizing skills in HR systems and performance management. Focused on enhancing organizational performance by streamlining processes and driving employee engagement initiatives.
Overview
1
1
Language
1
1
Certification
11
11
years of professional experience
Work History
HR Senior Service Delivery Analyst
Accenture India
01.2026 - Current
- HR Operations & SLA Management: Managed end-to-end HR service delivery, ensuring strict alignment with SLAs, KPIs, quality, and compliance standards.
- Process & Performance Monitoring: Tracked operational metrics and SLA performance to identify process gaps and implement corrective actions.
- MIS & Executive Dashboards: Prepared accurate MIS reports, operational dashboards, quality audits, and control documentation.
- Audit Governance & Reconciliation: Drove audit readiness and quality governance through volume reconciliations and control tracking.
- Case Resolution & Troubleshooting: Applied deep process expertise for effective case management, operational troubleshooting, and issue resolution.
- Stakeholder & Escalation Management: Handled proactive stakeholder communications and managed escalations to ensure seamless service.
- Team Coaching & Mentorship: Mentored team members through 1-on-1s, feedback sessions, and continuous capability development.
- Employee Engagement & Culture: Fostered a collaborative team environment through engagement programs, recognition, and wellbeing initiatives.
- Continuous Process Improvement: Led optimization initiatives to enhance operational efficiency, service quality, and employee experience.
- GenAI & Copilot Adoption: Utilized Microsoft Copilot and Generative AI for reporting automation, data checks, and workflow optimization.
- Knowledge Sharing & Enablement: Promoted team-wide AI adoption and cross-functional learning through shared workflows and best practices.
- Compliance & Responsible Business: Maintained 100% policy compliance, client alignment, and active participation in CSR/sustainability initiatives.
Senior Executive (HR Shared Services)
Whirlpool Asia LLP
01.2021 - 01.2026
- Successfully managed end-to-end global HR processes, including employee life cycle, process transitions, SOP Reviews and documentation updates.
- Effectively managed position changes and employee lifecycle updates which include i.e promotions and transfers, ensuring accurate and timely data maintenance on SuccessFactors
- Contributing to the people mentoring strategy (e.g., training, motivating and developing the new team members through effective monitoring and coaching).
- Collaborated with stakeholders to manage expectations on requirements and deliverables by keeping them informed of progress and issues.
- Developed and maintained positive working relationships with management, vendors, and employees to foster harmonious employee relations.
- Prepare standard operating procedures for employee lifecycle processes, conducting internal HR process audits, and generating ad hoc letters
- Collaborate with stakeholders while keeping them informed of progress and issues in order to manage expectations on all requirements and deliverables
- Effectively managed position changes and employee lifecycle updates, which include i.e., promotions and transfers, ensuring accurate and timely data maintenance on SuccessFactors
- Maintained strong relationships with global stakeholders, achieving high customer satisfaction through effective performance and SLA management
- Successfully managed end-to-end global HR processes, including employee lifecycle, process transitions, SOP Reviews and documentation updates.
- Managed vendor payments, contract renewals, terminations, and new vendor empanelment, optimizing vendor management processes
- Growth Path: Senior Executive (HR Shared Services) (Mar'23 - till date) HR-Executive (Jan'21- Mar'23)
- Served as HR Shared Services professional overseeing HR functions.
- Managed onboarding and exit formalities for new and departing employees.
- Managed position updates and employee lifecycle changes to ensure data accuracy.
- Accomplishments:
HR Executive (Human Resource)
Wal-Mart India Pvt Ltd.
10.2018 - 01.2021
- Managed end-to-end onboarding process, including joining responsibilities, employee code generation, and maintenance of personal files and records.
- Producing various HR reports, and dashboards on a weekly and monthly basis for all the Best Price stores.
- Generated various types of letters as per requirement, including resignation acceptance letters, relieving letters, promotional letters, and comfort letters.
- Resolved employee queries and grievances proactively, escalating issues when necessary and ensuring timely follow-up for closure.
- Coordinated with FSSAI, BGC, and medical vendors for timely invoice verification and payment processing in collaboration with finance.
- Looking after statutory activities related to PF validation and the attestation process.
- Functioned as HRSS to facilitate HR operations.
HR Executive (TA- HR Operations)
Alight Solutions
09.2017 - 10.2018
- Managed onboarding and joining processes to ensure smooth transitions for new hires.
- Coordinate with recruiters and conduct online assessments.
- Issue offer letters after document approval.
- Facilitated new hire welcome through calls and emails to enhance first-day experience.
- Welcome new hires via calls and emails.
- Update employee details and generate Employee Codes in Workday.
- Participated in candidate experience projects and proposed actionable improvements.
HR Executive (HRSS)
Open Mind Services Limited Wal-Mart India Pvt Ltd.
05.2016 - 09.2017
- Manage onboarding, joining processes, and employee code generation.
- Generated HR reports using Excel to provide data insights for decision-making.
- Generate HR reports using Excel (vlookup, pivot tables).
- Created letters for resignation, relieving, promotional, and comfort purposes.
- Draft various letters (resignation, relieving, promotional, comfort) as needed.
- Maintain personal files, records, and data in HR systems and hard copies.
- Guide employees through the exit process and manage no dues checklist and final payments.
- Prepared and circulated monthly HR dashboards to track key metrics across stores.
- Guided employees through exit process while managing no dues checklist and final payments for seamless transitions.
Education
MBA - Human Resources
Amity University
Noida12-2018
BBA - Business Management
Maharshi Dayanand University
Rohtak, India12-2015
Skills
Stakeholder engagement
HR Systems (Success Factors, Kronos, SAP, ServiceNow)
Performance management
Issue resolution
Employee engagement
Escalation management
Stakeholder management
Stakeholder and Vendor Management
SLA oversight
Business analysis
ITIL framework
Team collaboration
Team building
HR service delivery
Team building
Team development
Problem-solving abilities
Operations oversight
Accomplishments
- Earned Start Awards, Spot Award and Constellation Awards at whirlpool.
- Maintained internal databases of candidates, ensuring timely completion of onboarding processes and effective talent pipeline management.
- Successfully Coordinated with multiple stakeholders to ensure the smooth onboarding process and joining formalities.
Certification
Certification of SAP Successfactors (Employee Central) SF Configuration Experience (EC)
Timeline
HR Senior Service Delivery Analyst
Accenture India
01.2026 - Current
Senior Executive (HR Shared Services)
Whirlpool Asia LLP
01.2021 - 01.2026
HR Executive (Human Resource)
Wal-Mart India Pvt Ltd.
10.2018 - 01.2021
HR Executive (TA- HR Operations)
Alight Solutions
09.2017 - 10.2018
HR Executive (HRSS)
Open Mind Services Limited Wal-Mart India Pvt Ltd.
05.2016 - 09.2017
MBA - Human Resources
Amity University
BBA - Business Management
Maharshi Dayanand University
CAREER TIMELINE
- Since Jan'21 - Present: Whirlpool Asia LLP | Gurugram as Senior Executive (HR Shared Services)
- Oct'18 - Jan'21: Wal-Mart India Pvt Ltd. Gurugram as HR Executive (Human Resource)