Promila D'silva
Sr Manager Data Analytics
Delhi
Summary
With over 25 years of experience in the BPO industry, I specialize in HR management, client relations, systems implementation, and data analytics. Currently, I focus on utilizing data-driven solutions and IT technologies to enhance operational efficiency and support informed decision-making for clients. I’ve successfully managed global projects involving HR system integrations, data migration, and reporting. My expertise in project management, analytics, and process optimization enables me to deliver impactful solutions that improve both organizational effectiveness and employee experience. Adaptable and results-driven, I excel in dynamic environments, managing priorities and fostering collaboration to drive meaningful business outcomes.
Overview
26
26
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Sr Manager - D&A
Korcomptenz Inc
01.2023 - Current
- Project Management & Client Relations: Successfully led multiple support projects, consistently maintaining strong client relationships through clear and effective communication. Ensured that project milestones and deliverables were achieved within established timelines.
- Presales Engagement: Actively participated in presales activities, highlighting product features, preparing accurate cost estimates, and contributing to the development of RFPs. Effectively demonstrated our services' functionality and benefits to potential clients, facilitating successful project acquisitions.
- Delivery & Quality Assurance: Consistently delivered high-quality work within deadlines, always striving for excellence. Focused on maintaining efficiency and effectiveness in every aspect of project delivery.
- Continuous Learning & Innovation: Remained proactive in learning new technologies, updates, and tools. Developed a SharePoint portal for client demonstrations, effectively showcasing the potential of emerging technologies.
- Certifications & Training: Actively pursued multiple certifications and training opportunities, including significant roles in the MS Certification for Analytics audit and ISO audit. Played a key role in the creation and management of the Intranet Portal for the DNA Practice. Led Design Thinking training sessions for KOR employees and facilitated training for junior team members and new hires, providing them with the essential skills and knowledge for success.
Manager- HR
Korcomptenz Inc
01.2022 - 12.2022
- Timesheet & Leave Management Enhancements: Applied Design Thinking methodology to improve the timekeeping process, resulting in more efficient and user-friendly solutions.
- Learning Platform & Training Setup: Evaluated multiple learning systems for cost-effectiveness; set up an online training platform tailored to new employees' and experienced professionals' skill needs. Established a comprehensive training calendar and executed direct training programs.
- Certification Planning: Secured a Microsoft solution partnership by achieving 2 silver and 8 gold competencies. Conducted thorough follow-ups with Towers and individuals, resulting in the attainment of three out of four competencies under the new structure.
- OKR Implementation: Developed and cascaded OKRs across towers, conducted regular check-ins, provided feedback, and promoted an accountability-driven culture. Essential in driving performance, fostering collaboration, and adapting to changing conditions.
- Design Thinking: Successfully completed Practitioner and Masters training. Trained employees on design thinking methodology, leading to the initiation of four new design thinking projects.
Assistant Manager HRIS - Global Reporting & Integrations
iQor India
03.2014 - 01.2022
- - Assisted the HRIS team in the global design and combined-company implementation of Success Factors; Employee Central, Recruiting & On-boarding, Performance and People Analytics
- - Developed strategy, provided data to migrate and validate 45,000+ employees, from various legacy HR systems into centralized system
- - Provide support in implementation, and ongoing functional enhancement and maintenance of global HRIS (Cloud based SAP SuccessFactors & proprietary iQor Software)
- - Research, analyze and maintain information system related human resources administration and projects
- - Perform the role of system integrator to ensure a smooth transition as new programs are implemented
- - Own data integrity and security of HR systems
- - Assist in driving data integrity across the site through auditing and reconciling database content
- - Work with HR team to provide support and conduct analysis of business system process improvements, recommending solutions or alternate methods to meet requirements
- - Develop user procedures, guidelines and documentation; Train on new processes/functionality; Train new system users
- - Manage the development of custom reports to meet the requirements of company management and staff
- - Design, create and run reports using report writing tools such as SQL, PowerBI and Microsoft Excel
- - Perform periodic audits of HR Systems to ensure system credibility and data integrity
AVP- Global Recruiting
iQor India
09.2013 - 03.2014
- O Work as a relationship manager with the centers assigned, to drive recruiting efforts
- O Implement strategic talent / recruiting initiatives
- O Work closely with Operations to ensure hiring requirements are achieved
- O Develop and maintain a constant high quality candidate pool
- O Utilize company approved resources to identify and attract quality candidates
- O Interview, source and provide a qualified candidate pool to Operations
- O Attend Career fairs, local agency for networking, social networking, etc
AVP Data Migration / Reporting
iQor India
10.2010 - 08.2013
- O Responsible for all client reporting – daily, weekly and monthly
- O Creating client reports using various query tools, extracts and formats information from multiple databases to support operational processes and business solutions for end users/clients
- O Write and format data and reviews/tests query results to validate the results
- O Daily, based on general requirements, provide report writing services and works with functional leads and operations to understand reporting needs and clarify issues
- O Design, create and run reports using report writing tools such as SQL and Microsoft Excel
- O Extract and analyze data, provide queries, data files and reports to satisfy business requests for information
AVP- Back Office Operations
iQor India
08.2009 - 10.2010
- Roles and Responsibilities:
- Client Management
- Generate reports for client on a daily, weekly, monthly and quarterly basis.
- Manage service levels based on client contract agreement.
- Team Management:
- Manage a team of 29 agents for Consumer Solutions operations/ process.
- Manage all escalations regarding payment posting, disputes and correspondence.
- Provide performance feedback through coaching, performance reviews, goal setting and deficiency management
- Control cost by managing staff to budgeted headcount and adjusting as volume dictates.
- Utilize reporting to manage improvements in individual, team and process performance.
HR Specialist / Generalist
iQor India
01.2007 - 08.2009
- Roles and Responsibilities:
- Focus on administrative HR functions and provide strategic Talent support to Operations leadership
- Implement strategic talent initiatives, manpower planning, responsible for the end to end Recruitment process and on-boarding
- Developing/ implementing new recruitment/selection policies as per staffing requirements & reviewing.
- Handling Performance Appraisal process & identifying scope for enhancing the same.
- Initiating rewards & recognition programs through perpetual assessments.
- Help properly set expectations with new hires and to begin the relationship with new hires on a very positive note.
- Establish an attrition reduction plan including triage methodology
- Help implement the new productivity technology and ensure adoption of new tool by center staff
Process Specialist & Process Trainer
GECIS, Gurgaon
10.2000 - 12.2006
- Roles and Responsibilities:
- Verification of the legal documents received from the sales support team to ensure the accuracy of information provided
- Ensuring compliance with all legal formalities regarding the lease.
- Preparing and updating the SOP, training modules and training plans.
- Collecting and updating data for the SAS Type II Audit.
- Preparing monthly dashboards, to analyze the productivity and accuracy of the team
Intern
Waves Pvt. ltd
06.2000 - 08.2000
- Designed the Company website and learnt Graphic Tool like Dreamweaver, Fireworks, Flash and PhotoShop 5.0.
Education
Bachelor of Arts (B.A.), -
Delhi University
01.1999
Skills
- Problem Solving
- Teamwork
- Strategic planning
- Talent development
- Operations management
- Resource allocation
Certification
Design Thinking Masters Certification
Timeline
Sr Manager - D&A
Korcomptenz Inc
01.2023 - Current
Manager- HR
Korcomptenz Inc
01.2022 - 12.2022
Assistant Manager HRIS - Global Reporting & Integrations
iQor India
03.2014 - 01.2022
AVP- Global Recruiting
iQor India
09.2013 - 03.2014
AVP Data Migration / Reporting
iQor India
10.2010 - 08.2013
AVP- Back Office Operations
iQor India
08.2009 - 10.2010
HR Specialist / Generalist
iQor India
01.2007 - 08.2009
Process Specialist & Process Trainer
GECIS, Gurgaon
10.2000 - 12.2006
Intern
Waves Pvt. ltd
06.2000 - 08.2000
Bachelor of Arts (B.A.), -
Delhi University
Current Position
Sr Manager at Korcomptenz