Neha Arora

• Partnered with finance, IT, and governance teams to implement system-level controls and validation frameworks for enterprise financial master data within SAP MDG.
• Translated governance and classification policies into automated workflow rules, approval hierarchies, and validation logic to ensure secure, compliant, and accurate data creation processes.
• Designed and tested approval workflows, conditional logic, and mandatory validation checks for Org Keys, Cost Centers, and enterprise data structures.
• Implemented automated controls in SAP MDG and Orbit to proactively block incorrect, incomplete, or non-compliant submissions at the point of entry, reducing operational risk and downstream data issues.
• Collaborated cross-functionally to identify data integrity gaps, troubleshoot workflow issues, and improve governance processes across enterprise systems.
• Created process documentation, workflow diagrams, test scenarios, and governance artifacts to support scalable operational delivery and audit readiness.
• Executed interface testing, validation checks, and JIRA-based test scripts to ensure data synchronization and system accuracy across integrated platforms.
• Developed data quality and exception monitoring rules using SAP Info Steward and Alteryx to improve governance compliance, consistency, and issue detection.

• Led cross-functional operational initiatives supporting large-scale AWS billing and monetization platforms, partnering with engineering, compliance, and business teams to improve customer experience and operational efficiency.
• Gathered business requirements and coordinated backlog priorities with engineering teams to deliver automation solutions that enhanced operational processes.
• Led development of ticket automation and self-service workflow solutions, reducing manual operational effort by 30% and improving resolution efficiency.
• Designed KPI dashboards and operational reporting frameworks, delivering leadership visibility into ticket aging, severity, SLA performance, and escalation trends.
• Managed customer escalations, issue prioritization, and root cause analysis for high-impact operational issues affecting downstream users and reporting systems.
• Facilitated cross-functional standups and stakeholder alignment discussions to prioritize issues based on business impact, customer experience, and operational risk.
• Contributed to development of an AI-enabled self-service chatbot solution leveraging internal SOPs and knowledge repositories to reduce support volume and improve user experience.
• Created SOPs, workflow documentation, and reporting standards to establish governance controls supporting scalable and consistent operational processes.
• Partnered with technical and business teams to investigate data discrepancies, operational risks, and process inefficiencies across enterprise systems.

• Drafted business requirements, process flows, mockups, KPIs, and operational dashboards to enhance Agile delivery and ensure stakeholder alignment.
• Coordinated cross-functional implementation efforts and tracked sprint progress to facilitate adoption and improve project outcomes.
• Proposed and supported delivery of an AI-enabled self-service chatbot leveraging 1,000+ SOPs and knowledge articles to reduce support dependency and improve operational efficiency.

• Processed and validated vendor and payment data to ensure accuracy during month-end and year-end close cycles.
• Supported general ledger and account reconciliations, minimizing data inconsistencies and close-cycle variances.

Led product and automation initiatives to enhance operational efficiency.

Product & Automation Initiatives

AI-Powered Self-Service Chatbot Solution

• Proposed and supported delivery of an AI-enabled self-service chatbot leveraging 1,000+ SOPs and knowledge articles to reduce support dependency and improve operational efficiency.
• Drafted business requirements, process flows, mockups, KPIs, and operational dashboards to support Agile delivery and stakeholder alignment.
• Coordinated cross-functional implementation efforts and tracked sprints to enhance adoption of new processes.

Ticket Automation & Prioritization Initiative

• Led requirements gathering and workflow optimization for ticket routing automation, reducing manual operational effort by 100+ hours per month.
• Developed dashboards and prioritization frameworks to improve visibility into SLA risk, ticket severity, and customer-impacting escalations.
• Used customer impact, operational risk, and business priority metrics to guide backlog prioritization and process improvement decisions.