Worked with Multiple Clients-Unilever, Barclaycard, Aegon Boots.com, Boots Retail International.Experience is Telecom domain, Delivery management and Operations,BFSI and banking domain.

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N E E T U A D L A K H A
A D D R E S S - Zwedenburg 138 BJ 3rd Floor DenHaag Netherlands.
Mobile- +31 684310995
https://www.linkedin.com/in/neetu-bhatia-adlakha-6659276?trk=nav_responsive_tab_profile
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EXECUTIVE SUMMARY
PROJECT MANAGEMENT| LEADERSHIP| CLIENT SERVICE MANAGEMENT| DELIVERY MANAGEMENT
ITIL Certified and Prince2 Trained professional having over 10 years of experience in Project Management, Transition Management,
Process Management, Operations and Customer Service. Part of Global Programmes in Program Management Services with Unilever
UK on behalf HCL India Ltd. Well versed in managing & motivating teams for running successful IT projects. Delivered Banking &
ITinfrastructure projects for multiple clients. Extensive experience of developing project governance, procedures, service standards &
operational policies for business excellence. Proficient in preparing & compiling various MIS reports pertaining to individual accounts
& associates. Excellent interpersonal communication & organisational skills with proven abilities in team management & planning.
PROFESSIONAL CAREER SUMMARY
 ITIL v3 Certified a Project Management Professional with around 10 years of experience in Program Management, PMO,
Operations, Process Improvement,Demand Management and Financial Services.
 Trained on PMP and Prince 2
 Expert in all aspects of information technology including full Software Development Life Cycle (SDLC). Deft in conducting quality
audits and implementing strategic measures to bring continual improvement in quality standards and process improvements.
 Proficient in Word, Excel, Powerpoint and MS Project, Visio,Remedy,Ariba,PPMC Tool &Sharepoint.
 Exceptional communicator and presenter, equally comfortable with executives/stakeholders. Resourceful at maintaining
excellent relations with international clients and providing value added customer service, ensuring quality and service norms.
 Extensive experience in analyzing existing operations, proposing optimizations, implementing strategies to improve overall
productivity, efficiency and profitability of the engagement.
 Adroit at managing, motivating and leading teams for running successful business process operations with proven ability of
achieving service delivery/process targets.
 Strong problem-solving and analytical abilities.
AREAS OF EXPERTISE
 Financial Management:
 Setting-up Financial Trackers for Work-Orders. Resource forecasting as per SOW.
 Ensuring timely and accurate invoicing. Determining appropriate revenue recognition.
 Billing – Understanding the revenues vs. costs associates with the project. For EMEA, Asia AMMET and North America
Regions.
 Client interface: Building long lasting relationships at the Executive and HP Vendors.
 Ensure programs and projects are delivered on time, in budget and on scope in accordance with the agreed framework.

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Resource Management:
 Responsible for resource management for the department.Keeping track record of all resource assignments to the projects,
keeping note of resource movement based on skill and availability.
 Keeping track record of new requirements and also resource required for any upcoming projects.
 Plan headcount in line with targets and effectively manage the resource portfolio in terms of utilization and capacity.
Process / Quality Improvement:
 Bringing improvements in processes by identifying gaps and taking steps to rectify the same.
 Creating new processes and implementing these processes in parallel with team’s existing work.
 Proactively identifying process improvement opportunities/automation of processes giving tangible benefits to the
organisation and enhancing transparency, visibility and satisfaction levels of the clients.
Risk & Issue Management:
 Responsible for ensuring that Risk & Issue data is captured up-to-date and closed on time.
 Ensuring that sufficient controls are in place to mitigate the significant risks.
 Communicating status of Risk & Issue to senior management in a consistent, timely manner.
Reporting
 Produce reports for main programme meetings.
 Assemble information to support decision-making .
 Efficient integration of data from plans, logs and presentations into programme reporting.
 Clarify submitted information and check facts.
 Ensure information is presented at the right level for senior managers.
 Provide guidance on expressing reports and escalations in such a way that causes and effects are clear and options for
decisions are explained.
 Feed back on common and high-impact reporting regarding commercial billing for all regions.
Demand Management
 Responsible for developing, instituting and maintaining a demand management process in Clarity PPM that can be extended
throughout the IT organization.
 Oversee daily activities of team and provide guidance as needed.
 Generate and communicate monthly project re-forecasting and overall status and Proposals with HP.
 Analyze and troubleshoot demand related issues in a timely and accurate manner.
 Develop and maintain constructive and cooperative working relationships with all stakeholders
 Develop routine and ad-hoc demand related reports for management.
 Schedule forecast review meetings with management on regular basis
 Work with team to plan, coordinate and execute demand planning activities.
 Set delivery priorities and make schedule adjustments to meet timely delivery goals.
 Develop process improvements to achieve cost effectiveness and time saving.
Senior Management Reviews:
 Conducting periodic operational reviews of projects over cost, quality and efficiency benchmarks.
 Reporting the performance and effectiveness to Senior Management on quarterly basis for review.

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PROFESIONAL EXPERIENCE
Project Designation Client Domain Period
Team
Size
Lead PMO Aegon cXstudio Insurance Recent 75
Lead PMO
Unilever Client
Europe
Information Technology 11 Months 10
Sr.Consultant Unilever Client Information Technology 32 Months Global
Senior Executive PMO
Barclaycard Testing
Services
BFSI 26 months 120
PMO-Project Analyst Boots.Com (UK) HealthCare. 12 months 24
PMO
Boots Retails
International
HealthCare. 6 Months 20
PMO-Transition Expert Barclaycard.(UK) BFSI
29
Months
7
Associate HCL Perot Systems Administration 48 Months 20
Role PMO Lead-For Aegon Project (*April-15 till Date)
Client Aegon Netherland.
Description
 Key tasks Included
 Managing recruitment process from Start to End.
 Welcome all new starters and carry out inductions
 Create and manage employee contracts and benefits scheme with support from line managers and employment
lawyers (including healthcare and pensions scheme administration).
 Accurately complete, reconcile, order and file documents, records.
 Support finance process .
 Scan and distribute invoice correspondence with suppliers and third parties.
 Invoicing – record and liaise with external accounts contact to get things paid – also field any chasing payments.
 Keep track of spending in ‘house’ areas, cost cutting where possible.
 Compile monthly credit card and debit card statements for the whole project team.
 Compile monthly expense for the Project
 Ensure payments to Vendors on timely basis as agreed
 Hardware and supplies maintenance/liaison
 Manage and maintain good working relationships with all office suppliers including those for the office and
photocopier, stationery, IT and office managing agent.
 Field any staff queries relating to the above in-house where applicable/able.
 Office Management / support to the team
 Create a positive and welcoming environment for visitors.
 Keep the office environment tidy
 Deal with all office maintenance issues
 Manage meeting room diaries and ensure rooms are ready for use at the beginning of each day
 Answer phone / door / email enquiries, and ordering couriers / taxis as necessary.
 Minute writing/action notes for the Monday meeting each week to be sent out to the team
 Other
 Organise or support team away days and/or internal employee events including managing team travel logistics,
tickets etc. and accommodation arrangements.
 Coordinated daily operations including performance tracking, reporting, resolving problems, and record keeping.
BRIEF OF ENGAGEMENTS DONE

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Role PMO Lead- with Unilever. (July 2012 till Dec2016)
Client Unilever AAMET,EMEA& North America Region.
Description
 Manage and maintain the Regional Project Sharepoint Site by Regions
 Ensure effective procedures are in place for Project Administration and Delivery Coordinators
 Responsible for billing for all regions.
 Responsible for headcount planning and forecasting, develops training budgets aligned with business
needs
 Doing billing for three regions and Run extracts from Risk and Issue logs to feed reports and generate
key metrics
 Setting up meetings, taking notes, following up on actions for AMS,EMEA and AAMET.
 Identify training requirements for Delivery Teams.
 Prepare Customer Feedback and establish customer satisfaction levels.
 Work with Vendor(HP) to provide delivery services
 Develop in alignment with Global Standards the policy and procedures for Delivery of PPMC Solutions
 Support and mentor the Project Managers region wise (Singapore,Europe& North America)
 Establish and facilitates Project Governance / Compliance.
 Promote reuse of processes by creating and maintaining standard development and project templates
for individual project/team usage/tailoring.
 Improve individual project health by creating/maintaining metrics and process to evaluate individual
project status and progress.
 Maintain project documentation quality by reviewing project documentation and providing feedback as
necessary.
 Reports on a committed projects, pipeline and capacity.
 Help project team to plan and schedule project timelines and milestones using appropriate tools.
 Effectively communicate project requirements to team members and stakeholders in a timely and clear
fashion.
 Identify and resolve issues and conflicts within the project team.

 Liaise with project stakeholders on an ongoing basis.
 Determine the frequency and content of status reports from the project team, analyze results, and
troubleshoot problem areas.
 Administraion on Clarity and Sharepoint.
 Experience in Ariba
 Remedy & PPMC Tool
 MS Project, MS Excel; MS PowerPoint
 Steria India Ltd.– Senior Executive PMO (Dec 2004 till Dec 2010)
Client-Barclaycard Testing Services.
Role: PMO Lead (Change Management, Financial Management and Reporting)
Responsibility Brief:
 Responsible for divisional headcount tracking and control, billing to Europeregion.
 Track, manage and report (Starter and Leaver report) of the division
 Monitoring end-to-end resource management including allocation, movement & hiring, Approvals & closing RRF.
Maintaining operational efficiency by controlling parameters like resource utilization, and bench strength etc
 Manage various administrative responsibilities for Operations division including seats
planning,Transportcorrdination,update of contact list and skills for all testing resources in S.Drive.
 Update Dashboard and intranet management etc.
 Manage databases with respect to business continuity planning requirements

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 Prepare, review and control of various divisional MIS and reports
 Governance - Controls the PMO function from a view point of compliance & policies, set up processes, audits and act as
communicator for all important announcements to the stakeholders.
 Resource Management - Plan headcount in line with targets and effectively manage the resource portfolio in terms of
utilization and capacity.
 Monitoring and Control - Monitors and reports on progress to appropriate managers, sponsors, and stakeholders in
accordance with reporting standards. Ensures that the project or service remains within the defined scope.
 Stakeholder Management - Identifies and manages relationships with all stakeholders including third parties. Acts as the
primary point of contact where agreed with the Project, Support, or Programme Manager.
 People Management - Supports the project organisation by assigning roles, responsibilities, and accountabilities,
prioritising tasks, and organising workflow. Manages third parties to ensure successful project execution.
 Help creating project charters.
 Managing project interdependencies and ensuring benefits realization as per program plan.
 Facilitate PMs in project execution, Mentor and coach project team members.
 Holding Governance and Steering Committee meeting with Customer.
 Responsible for managing the project budget across the locations throughout the delivery life cycle
 Under PMO ensuring appropriate level of governance and rigor is followed based on project size and complexity
 Streamline Project Management processes, templates and deliverables
 Optimize the RMS tool for document management
 Review of Specification docs, testing requirements.
 Interaction with System Engineer, Development and Release manager so as to ensure the coverage of all functional and non-
functional requirements.
 Create and maintain Resource tracker & Facilitate on boarding and off boarding.
 Client -Boots.Com: UK’s largest leading name in Health & Beauty for over 160 Years.
Role: Project Analyst Location: Noida
Objectives:
 Streamline Project Management processes, templates and deliverables
 Alignment to Business strategy
 Optimize the SharePoint tool for document management
Responsibility Brief:
 Managing project interdependencies and ensuring benefits realization as per program plan.
 Directly supervises the work of Project Manager(s). Mentor and coach team members.
 Promote the use of project management tools and processes for all projects.
 Update project planning, tracking, and reporting with detailed input from the project team.
 Assist in logging risks and issues into the project dashboard and track them throughout the project lifecycle.
 Work closely with Quality team and Project team and collect and review the data of the project to create and maintain the
health of the project throughout the life cycle.
 Support the monitoring and measuring of projects to ensure timing and budgetary targets are met.
 Help creating project charters.
 Facilitate communication within the team by setting up meetings, recording minutes, and assisting dialogue within the team.
 Maintains confidentiality of project content and resulting recommendations.
 Manage expenses for the project team and reconcile them to the budget.

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 Client: Boots Retail International
Role: Consultant Location: Noida
Project Description: It was a SAP Implementation project, which got completed in 6 months duration. The existing version of SAP was
3.1i and it was upgraded to 4.7 Enterprise Edition. Using SAP R/3 ABAP/4 language created various development objects, Custom
Reports, Dialog programs, LSMW Techniques - Data Transfer from Legacy system to SAP R/3 system for the Functional Acceptance test.
The modules involved like FI MM SD etc. In this Project I was involved to manage client feedback, evaluating areas of improvements.
Responsibility Brief:
 Compiles the status report and other regular reports using input from multiple project teams.
 Project initiation and kick-off.
 Provide ad-hoc project delivery support to releases/teams as needed to drive program management office activities and
objectives
 Demonstrate a drive to work to enhance processes and tools to improve the project and ability to deliver.
 Manages the repository of project deliverables and templates.
 Facilitate the management of issues/risks/actions management for the program. Utilize project data to create MI
(management information) for use by the senior leadership team.
 Produce regular and ad hoc senior executive reports that may be presented to all levels of the organization, up to the Delivery
Director.
 Monitor and ensure that projects comply with the governance framework.
 Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems
 Track key project parameters – HR, timesheets, invoices, Resource Allocation.
 Establish and maintain communication forum
 Manage documentation in S: Drive.
 Client: Barclaycard- I had gone to UK for period of 8 weeks to undertake KT to understand the transition of the Business Support
Office to Noida. It provides me an opportunity to meet with onshore team and to understand their working practices on Support and
Development projects to increase the effectiveness of the offshore team
Role: Transition Expert
Responsibility Brief:
 Bringing about improvements in processes by identifying gaps and taking steps to rectify the same.
 Planning and implementing systems /changes for enhancing the satisfaction levels of the clients.
 Preparing and generating reports for tracking performance/profitability and submitting the same to the top management on
a fortnightly/monthly basis for review
 Actively involved in monitoring time management and suggesting improvements in the processes, for enhancing operations.
 Monitoring overall functioning of processes ensuring compliance to the agreed SLA levels
 Interacting with the client to understand explicit and implicit requirements and handle escalations.
 Working with Service Quality Management (SQM) team to ensure compliance of quality standards.
 Working with clients for checking their satisfactory levels, bringing in new projects and ensuring a long lasting relationship.
Managing billing contracts and invoicing details
 Responsible for documenting all the requirements and maintaining the project related documents and reports and keeping
them accessible to all the stake holders
 Develop and maintain process documents and templates.

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 HCL Perot Systems. (Duration- Dec 2000-Nov2004)
Location: Noida.
Role: Associate.
 Secretarial work viz. scheduling and fixing up of appointments, Meetings and travel itineraries etc.
 Maintaining customer and vendor databases.
 Client visits coordination.
 To Support Manager as required. Responsible for routine management of office premises security and Guesthouse
 Responds to and resolve queries, taking action as appropriate.
 Compile, process and analyse data based on research objectives and prepare reports
 Arrange and coordinate meetings/conferences in liaison with the Meeting and Events Planning team when applicable. Handle
routine and non-routine logistics (e.g. contact meeting participants and coordinate responses, compose meeting materials
and follow-up correspondence with input and review by Executive). Follow up on action items and report status to
Executives/meeting attendees
 Assist with miscellaneous complex administrative tasks (i.e. locate and complete standard forms, provide invoicing and
accounts reconciliation support, maintain voicemail/email distribution lists, may manage time and expense reports)
 Maintain voicemail and email distribution lists
Academic &Proffessional Qualification & Certifications
 B.Com (2003) – Delhi University.
 ITIL V3 Foundation Certified [Aug 2012]
 Prince2 Trained from Knowledge Woods.
 Web Development from Electronic Research &Center of India.
Skills
Project Software : MS Project 2007, MS PowerPoint 2007, VISIO 2007, SharePoint 2007
Project Mgmt. Tools : MS Project Professional, RMS (Resource Mgmt. System),PPMC,& Remedy.
Achievements
 Promoted by HCL in 2013 for my commitment and dedicated work for Unilever client..
 Appreciation Feedback from Manoj Pema Information Technologies & Services at Unilever South Africa.
 Appreciation email from Mr.IanToseland, Delivery Director, SAP Project.
 Promoted by Delivery Head in 2008 from Boots.Com Project.
 Received Appreciation Award for my commitment and dedicated work five years completed [Dec’04-Dec’09] from
Mr.PiyushRakhecha Managing Director of Steria India Ltd.
Personal Details
 Date of Birth: 28 January, 1979
 Permanent Address N-88 Sector-12 Noida.
 Languages Known: English, Hindi & Punjabi

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