Kavita Ved

Lead HR ticketing support for CoE

• Enhance the in-house SAP CRM based tool to support an employee strength of 2.5 lakhs on roll employees
• Transformation projects from CoE like providing high end systems and processes to provide intuitive, user friendly and holistic experience to HRBP's and employees equally
• Reduce the number of issues faced by end user and business HR by diving deep into processes and suggesting improvements in processes and systems
• Groom the team on handling tickets/ issues accurately and timely
• Update FAQ’s, Standard Operating Procedures and byte size informative videos at regular intervals
• Proactively prepare communication for HR and employees to understand process and system changes
• Part of the POSH committee.

o Lead HR Transformation projects from CoE like increase SAP adaptability percentage, Employee Directory sync with SAP/ G-Suite, increase % usage of PMGM and Data re-structuring in SAP.
o CoE works towards strategizing changes in terms of integration with various third-party systems to ensure smooth data flow across functions.
o Manage employee life cycle processes - Pre-Onboarding, Onboarding, Background Verification, workforce administration, buddy program, first 30/60/90 day connect sessions, confirmations, performance cycle, employee engagement, exit, etc.
o Background verification API integration with SAP to make the process as seamless as possible.
o Weekly calls to maintain rigor on processes outsourced to vendors like Background Ground Verification, Meal Card, Statutory Compliance, Corporate travel partner etc.
o Daily stand-up with SAP vendor to map progress and ensure timely deliverables.
o Streamline CoE processes/ documents to ensure annual/ ISO certification audit requirements are met.
o Produce monthly MIS to support the leadership team on various functions of HR.
o Create process documents like frequently asked questions, process maps, SOPs to help the team with consistency in their approach. Ensure periodic review of these documents.
o Conduct UAT for new releases to the SAP system, manage change, ensure minimal impact to the end user.
o As a part of CoE, manage peer to peer recognition programs; send out Agiliad value-based appreciations.
o Partner with CoE’s from different functions to meet client requirements, define client based KPI’s, develop and maintain policies, standards, guidelines, and procedures for various locations like India/ Singapore/ Japan and USA.
o Define policies, benefits plans, conduct 1-on-1’s, provide strategic HR support to our employees based out of the USA.

o Support client’s (i.e. Aditya Birla Management Center Private Limited) HR shared services center (SeamEx) set-up of Operations of Talent Staffing, Leadership Programs, Workforce Administration (EDM), Performance Management, Rewards, Recognition and Benefits Management, Employee Self-Service, Talent Management, Quality Management and Learning Management processes at their Airoli office.
o Operationalization of HR processes post transition.
➔ Creation of SOP’s, tools & trackers to measure process health e.g., process trackers, knowledge log, audit log, RCA etc.
➔ Audit of process transactions. Share feedback with the process lead to ensure reduction of repeat issues
➔ Suggesting improvements to existing processes for better service delivery
➔ Implementing recommended changes within processes
➔ Interfacing with technology team for IT based solutions
➔ Resolving teething issues during hyper care phase
➔ Reporting and MIS for reviews with head of shared services, businesses and external stakeholders
o Conducting time and motion study to establish SLA and productivity.
o Tracking KPI’ s and reporting against it. Stakeholder Management included periodic reviews, way forward, team bandwidth, process improvements
o Business governance meeting agenda, data, template, talking points etc. finalization

o Transitioning of Global Performance Management, Employee data management and Learning Management processes, legacy processes of the HRSS domain at Nomura.
o Conducting interviews and helping to shortlist during talent acquisition.
o Managed a team of two team members that exclusively processed the Executive Director to Managing Director promotions at the end of the financial year.
o With my team, I designed and implemented level 3 and level 4 process maps for smooth and clear understanding of the projects on MS Visio.
o Documentation of knowledge bank, system guides and SOPs for the team.
o Created administration guide for e-Performance, advancements and learning administration system for end users.
o Trained and mentored the entire team of 7, come up-to-speed with the process changes as per client requirements.
o Document daily updates and share with the team as a part of knowledge transfer.
o Collecting system and process improvement feedback and trying to implement them after a brainstorming exercise with the team and stakeholders.
o Follow up on all escalated cases and ensure closure within SLA.
o Liaison smooth communication with HR counterparts & employees.
o Document frequently asked questions to help the team with consistency in their approach.

o EDM, Payroll and compensation data to be run weekly with pre-confirm and post confirm jobs in PeopleSoft.
o Prepare and execute internal/external quality audits.
o Learning administration on the SumTotal system for the client.
o Pro-actively seek process improvement and innovation to enhance accuracy & productivity levels.
o Create goals and performance plans for the team.
o Maintain and improve the quality-of-service delivery.
o Resource planning (Workload allocation).
o Monitor team performance and service delivery.
o Actively provide floor support as a subject matter expert.
o Provided floor support to improve productivity and help team members efficiently answer customer queries.
o Schedule and track shifts & break timings for managing call flow.
o Record and Audit calls and service projects.
o Trend analysis of performance of agents using performance charts.
o Conduct refreshers/new hires training. Update training modules.
o Successfully completed two Green Belt projects and two Lean projects.

• My responsibilities included taking calls for prepaid callers and assisting them with queries related to their phone charges, network etc
• I made a mark as one of the best agents on the floor for consistency in my performance.