Pooja Sunil Bavdekar
Victorville,CA
Summary
Service Desk Analyst with 6+ years of experience supporting banking and US payroll applications for large enterprise clients. Skilled in incident management, application troubleshooting, data validation, and audit support. Experienced at Kotak Mahindra Bank handling corporate salary uploads, digital banking, and loan operations, ensuring compliance and data security. Previously managed end-to-end US payroll operations at ADP, including payroll processing, tax validation, and audit support.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Process Associate | Payroll Support Analyst
ADP
06.2019 - 02.2021
- Delivered end-to-end US payroll application support for a large enterprise client (Stanley Black & Decker), ensuring accurate and timely payroll processing.
- Acted as a Payroll Service Analyst, managing incidents, service requests, and employee payroll queries related to paychecks, deductions, taxes, and wage adjustments.
- Performed payroll data validation, accuracy checks, and tax profile verification in compliance with US federal and state regulations.
- Supported daily, weekly, and monthly payroll runs, consistently meeting strict processing timelines and SLA commitments.
- Conducted detailed payroll audits including terminated employee pay, proration, adjustments, pay frequency, and vacation payouts, ensuring first-time-right processing.
- Actively supported internal and external audits, resolving audit findings, preparing documentation, and strengthening internal control frameworks.
- Prepared and analyzed payroll metrics, reconciliations, and operational dashboards, presenting insights during client review calls.
- Coordinated with US-based clients and cross-functional internal teams to resolve payroll and application-related issues efficiently.
- Managed high volumes of payroll data, service tickets, and client communications while maintaining accuracy and service quality.
- Delivered process training and knowledge-sharing sessions, improving team productivity and payroll accuracy.
- Automatic Data Processing – Payroll Division, Pune
Manager – Service Analyst | Banking & Application Support
Kotak Mahindra Bank Ltd
10.2016 - 05.2019
- Worked as a Service Analyst, supporting corporate salary and digital banking applications for clients including Tech Mahindra, KPMG, and ZS Associates.
- Handled user issues, service requests, and escalations related to salary accounts, digital banking, and corporate banking services.
- Managed salary uploads, payroll-linked transactions, and data validation, ensuring accuracy and regulatory compliance.
- Provided application support for FINACLE, SIEBEL, and BCIF platforms.
- Coordinated with corporate HR teams to resolve employee banking queries and salary credit issues.
- Conducted on-site service desk support at corporate locations to enhance service experience and issue resolution.
- Ensured compliance with KYC norms, RBI regulations, internal controls, and data security policies.
- Processed service requests including account upgrades, card issuance, company code mapping, and profile updates.
- Managed NRI Tax Refund Account operations, including account opening, refunds, invoicing, and query resolution.
- Prepared MIS reports and service metrics using MS Excel and Outlook.
- Acted as Key Custodian (FRFC), ensuring secure handling of sensitive customer and corporate documents.
- Gained exposure to Cash Management Systems (CMS) for salary processing and vendor payments.
- RL Corporate Salary Service Division, Pune
Deputy Manager – Loan Operations & Service Support
Kotak Mahindra Bank Ltd
10.2014 - 09.2016
- Handled loan disbursements for Home Loans, LAP, Business Loans, Overdrafts, and Gold Loans.
- Reviewed loan files to ensure compliance with KYC norms, credit policies, and documentation standards.
- Served as a service support contact for loan-related system issues, operational requests, and internal stakeholder queries.
- Processed customer and broker payments with accuracy, approvals, and timely execution.
- Created and maintained loan accounts in LOS, Core Banking, and BCIF systems, ensuring data integrity.
- Maintained CERSAI entries for equitable mortgage registrations.
- Supported audit and risk control activities, including document verification and closure of audit observations.
- Prepared and maintained MIS and operational reports for loan tracking and audit purposes.
- Acted as custodian for original property documents, ensuring compliance with FRFC controls.
- Ensured adherence to SLA timelines, internal controls, and service quality standards.
- RA Loan Operations, Pune
Education
Post-Graduate Diploma - Banking & Relationship Management
Manipal Academy
Bangalore01-2014
Bachelor of Engineering - Information Technology
Nagpur University
01-2012
Skills
- Teamwork and collaboration
- Risk assessment
- Quality assurance
- Ability to manage high-volume operations
- Client relationship management
- Customer technical support
- Operations support
- Incident management
- SLA compliance
- Service standard compliance
- Daily payroll activities
- Payroll software proficiency
- Excellent communication
- Billing & invoicing
- Multitasking Abilities
Certification
AWS Certified Cloud Practitioner
Timeline
Senior Process Associate | Payroll Support Analyst
ADP
06.2019 - 02.2021
Manager – Service Analyst | Banking & Application Support
Kotak Mahindra Bank Ltd
10.2016 - 05.2019
Deputy Manager – Loan Operations & Service Support
Kotak Mahindra Bank Ltd
10.2014 - 09.2016
Post-Graduate Diploma - Banking & Relationship Management
Manipal Academy
Bachelor of Engineering - Information Technology
Nagpur University