Neha

Work History

Service Delivery Lead

Deloitte Consulting India Pvt Ltd.

06.2021 - Current

SOW Creation and RFP response on S4 HANA assessments
Created the project plan on Microsoft project plan to track timelines
Delivered major enhancements involving third party such as Customer posting file
Served as the primary point of contact for clients, addressing concerns promptly and professionally.
Ensured compliance with industry standards and regulations through rigorous quality control measures.
Achieved high levels of customer satisfaction by consistently exceeding performance targets across multiple projects.
Developed strong relationships with clients, resulting in increased repeat business and referrals.
Implemented new technologies to automate repetitive tasks, increasing overall productivity.
Championed change initiatives within the organization, driving adoption of new tools and methodologies that enhanced overall effectiveness in service delivery.
Working closely with stakeholders to bring project to completion
Project execution methodology and plans and ensured efficient data driven track
Enhanced client satisfaction by providing timely support and resolving issues effectively.
Facilitated effective communication between internal teams and external partners to ensure seamless coordination during project execution phases.
Developed scalable processes that allowed the organization to accommodate increasing demands without compromising on quality or timelines.
Identified opportunities for growth by staying abreast of industry trends and emerging technologies in the field of service delivery management.
Reduced costs by optimizing resource utilization and eliminating redundancies in the service delivery process.
Conducted regular team meetings to review progress, address challenges, and share best practices.
Led cross-functional teams to deliver complex projects on time and within budget constraints.
Managed a diverse team of professionals, ensuring high-quality service delivery for all projects.
Established clear objectives for each project phase, monitoring progress closely against pre-defined milestones.
Created reports, presentations and other materials for executive staff.
Coordinated office events, seminars and meetings for staff and clients.
Managed the support team of 20 + resources (FICO, FICA, SD, ARIBA, PI/PO, Basis, ABAP) including staffing & other PMO activities
Trained new resources, monitoring SLAs, and preparing periodic Service Delivery reports
Configured SLA, Reports, Notifications on ServiceNow
Setting up the ITSM process for L2, L3 & L4 support
Preparing the Steering Co, Weekly reporting deck for reporting purposes
Maintaining the bulge ratio, timely tracking of roster, wellbeing SPOC
Delivered multiple SOWs, change orders, tracking & owning customer delivery and issue resolution, Guiding & mentoring team members
Working with client & internal teams for determining scope of work and planning for upcoming releases
Led the Finance, ARIBA and TRM team directly, closely working with the team for managing the releases, overview of overall solution, reviewing FS, FUTs, SIT/UAT & Cutover planning
Delivered IDOC Automation to save up more than 1200 hours per year
Maintained high performance levels for service-related processes, and implementing improvement activities wherever necessary
Setting up continuous cadence with client team to maintain governance
Worked on providing RCA for P1 & P2 tickets
Managing training SOP
SOW, RFP preparation.

Consultant

Deloitte Consulting India Pvt Ltd.

04.2018 - 06.2021

Involved in blueprinting & identifying test scenarios impacting business
Led teams to perform smooth Unit, Integration testing to completion
Collaborated with cross-functional teams to integrate SAP FICO with other key business systems, improving overall operational efficiency.
Worked with Automation team to automate testing process for efficient utilization of time and manual effort
Internal status record, Reporting deck, status emails to stakeholders
UAT assistance to completion & Hyper care assistance
Mentored junior consultants, sharing industry knowledge and best practices to foster professional growth within the team.
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
Assisted on SOW Renewal & RFP for S4 HANA Assessment
Prepared Project Plan & Pricing Model
Actively working on Change Requests, Service Requests
Configuration on Cash Desk, Interest Rates, Payments, Refunds, Payment Lot, Write Off
Enhancements - Dunning, Installment Plans, Correspondence, Payment methods, Billing and Tax
Archiving objects for FICA, Monthly maintenance on Biller Direct
Worked in design phase to implement the credit card payment solution through Biller Direct
Delivered baseline FICA system configuration and business process configuration like Payments, Refunds, Taxes, GL account determination, Collection agency, Write-off, Integration with CRM, Biller Direct, Clearing-Open Item Management, Revenue distribution and Dunning Disconnection & Reconnection process
Delivered functional specification for Enhancements, Interfaces, Reports, Workflows and Conversions objects for various FICA and cross-functional processes
BPEM case solution design and configuration
Created meter to cash end-to-end ITC scripts covering all process areas and all FICA objects
Led the internal huddle both for onshore and offshore
SLA Management.
Involved in Business Blueprinting
Configuration for G/L, AP, AR & Credit Management
Preparation of Functional Specifications for RICEF objects in FI-CO
Preparation of FUT Document
Conducting Unit Testing, Security Testing and UAT Script testing
End to End Fiori Testing
Testing custom objects with functionality of mass reversal of checks, interfaces interacting with third party systems - Blujay and ensured an error free handover of the object
Creation of test data based on requirement from other teams for smooth transition of ITC & smoke testing - (OTC, QM, STP)
SAP FICO end to end implementation.

Process Associate

Royal Bank Of Scotland

09.2013 - 06.2016

Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
Participated in regular team meetings, contributing valuable insights toward process enhancements.
Handled high volumes of incoming work requests professionally while maintaining excellent organization.
Reduced errors in data entry by maintaining strict attention to detail and thoroughness.

Summary

Overview

Work History

Service Delivery Lead

Consultant

Process Associate

Education

MBA - Finance, BFSI

Bachelor of Arts - Business Economics

Skills

Certification

Locations

Software

Timeline

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