Heena Sharma

• Lead SAP functional support and transformation initiatives across the Oceania region, aligning business strategy with SAP capabilities and operational execution

• Acted as the primary interface between business stakeholders, solution owners, and global SAP teams, facilitating seamless communication and delivery alignment

• Drove continuous improvement across SAP-enabled processes in logistics, finance, and supply chain, resulting in enhanced operational effectiveness and business performance

• Enable successful adoption of SAP changes through structured release management, communication, and user engagement strategies

Change Management & Governance

• Own end-to-end Change Request (CR) lifecycle, including requirement gathering, solution design alignment, testing coordination, and deployment readiness

• Led UAT governance, validating business-critical changes and maintaining system integrity

• Established and managed governance frameworks through solution forums, engaging key users and implementing structured decision-making processes that strengthened alignment and accountability

Stakeholder Engagement & Delivery Excellence

• Translate complex business requirements into scalable SAP enhancements and process improvements

• Delivered training and enablement programs that strengthened SAP adoption and user capability

• Lead cross-functional initiatives to improve operational efficiency and streamline business processes

Performance, Reporting & Business Impact

• Enhanced SAP system stability, governance, and change control processes across Oceania operations

• Enhanced user adoption and cross-functional alignment with structured engagement and delivery practices

• Created and managed project plans, timelines, and reporting frameworks to ensure effective delivery governance and accurate forecasting

• Provided executive-level reporting, dashboards, and insights that enabled data-driven decisionmaking

• Assessed customer and business feedback to promote continuous improvement in processes and service delivery

• Managed branch operations across finance, administration, and customer service functions
• Oversaw invoice processing, cash handling, financial reconciliation to ensure accurate financial operations
• Led policy processing, KYC verification, and claims validation processes
• Generated management reports highlighting business performance, renewals, policy issuance to inform strategic decision-making
• Managed vendor onboarding, registration, payment processing workflows to streamline vendor relationships
• Supervised back-office operations and ensured SLA adherence
• Led operational workflow optimization and team coordination

Customer & Service Operations

• Managed end-to-end customer service operations, resolving billing queries and coordinating services to enhance customer satisfaction
• Delivered structured operational reports to improve transparency and support informed decision-making
• Ensured compliance with insurance, service, and regulatory documentation requirements

Operations & Field Support

• Coordinated workforce scheduling and operational planning to optimize service delivery and improve resource allocation

Asset & Field Management

• Supported field operations by coordinating technicians and tracking equipment to ensure timely service delivery
• Collaborated with subcontractors to optimize service delivery and operational performance

Delivery & Operational Excellence

• Strengthened day-to-day operational efficiency through effective coordination and process discipline
• Quickly adapted to new systems, tools, and operational requirements in a dynamic environment

• Facilitated ERP-based reporting, documentation, and data management to enhance decision-making
• Developed structured reports and managed business release templates and CRM data for streamlined operations
• Verified accuracy of project documentation and client deliverables to uphold quality standards
• Supported internal teams with data extraction and reporting requirements

• Facilitated enterprise Business Continuity System implementation project
• Assisted in Business Impact Assessments and coordinated vendor relationships
• Oversaw large-scale data validation, migration, and reporting activities to ensure accuracy and completeness
• Ensured data integrity across multiple enterprise systems
• Conducted data analysis using advanced Excel techniques for reporting accuracy

• Processed high-volume SAP invoices for large corporate clients, ensuring timely payment and accurate financial records
• Validated insurance claims, policy data, and financial transactions in SAP
• Managed vendor communication and streamlined payment reconciliation processes to enhance financial accuracy
• Ensured accuracy of billing, claims, and financial reporting workflows, contributing to reliable financial data

• Maintained high-volume operational data in Excel, utilizing Pivot Tables and VLOOKUP for data analysis and reporting
• Managed SAP invoice processing, reconciled payments, and updated vendor information to ensure financial accuracy
• Supported finance and property lease administration to facilitate smooth operational processes
• Maintained accurate documentation, filing, and compliance support

• Evaluated customer service performance to identify areas for improvement
• Provided structured feedback to enhance service quality standards
• Collected data and created analytical reports to inform business decisions

• Managed enterprise customer records and data governance processes to ensure data integrity and compliance
• Maintained digital documentation systems and communication templates for streamlined information sharing
• Supported website backend data entry and content management systems to enhance user experience and content accuracy

• Coordinated back-office operations, reporting, and invoice management to streamline processes
• Monitored compliance with operational documentation standards to uphold regulatory requirements
• Oversaw vendor payments and ERP-based financial processing (Finacle) to maintain financial accuracy

• Facilitated collaboration with finance, IT, HR, and legal teams to enhance operational support
• Monitored compliance with documentation standards and regulatory processes to mitigate risks
• Oversaw operational data entry and financial processing to ensure accuracy and timeliness
• Generated reports for lease, agreements, and operational tracking

• Facilitated banking operations, including account openings and clearing processes, ensuring compliance and efficiency.
• Provided support for insurance and mutual fund sales, enhancing client experience and product knowledge.
• Coordinated customer service and back-office operations, streamlining workflows and improving service delivery.