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