Smitha C
Hyderabad
Summary
Self-driven and innovative professional with over 17 years of experience in multiple areas of people development and transition management. Adept in designing, developing, and implementing successful people strategies, learning and development initiatives that align with business strategy. Proven ability to assess organizational needs and create custom programs that drive employee engagement and performance. Successfully lead transitions from both project management and knowledge transition perspective for 25+ global logos and continued with best-in-class Knowledge management and Retention practices.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Service Delivery Manager, Learning & Development
Cognizant Technology Services
03.2018 - Current
- Responsible for Knowledge transition of new logos right from Due Diligence until Go live ensuring all the tollgates are completed on time
- On an average the L&D VOC for transition stands at 4.9 percent
- Lead the development of a new learning and development strategy to align with business objectives, including training programs for all employees in multiple locations across the country
- Periodic connects with the L & D team for planning and executing the learning criteria for different levels with proper SLA Management
- Design and implement employee engagement surveys to gather feedback from over 4,000 employees on their experience at work and use this data to inform future initiatives
- Develop comprehensive onboarding programs for new hires that include both classroom-based instruction as well as hands-on mentoring by mentors within the organization
- Create leadership development programs for middle management to develop skills such as communication, customer management, presentation skills, coaching, feedback and mentoring, conflict resolution, etc
- These programs resulted in increased manager and employee retention percentage by 25% and internal promotions by 36%
- Responsible for knowledge management delivery for 17 global clients via a team of 7 business training leads
- Implement front line manager score cards and competency matrix for structured performance reviews and developmental plans
- Doing so improved customer VoC from 3.9 to 4.8 on an average scale
- Managed all aspects of L&D budget (including travel expenses) within company guidelines
- Content and e-learnings development for domain and behavioral competencies
- Assisted in driving change initiatives, brand communications, trainings, user journeys, human-side of change
- Responsible for Stakeholder/ Client Management in periodic report out, calls as required and dealing with governance calls
Process Developer to Training Manager
Genpact India
06.2007 - 12.2017
- Executed knowledge transitions successfully for 9+ global clients
- Conducted training needs analysis for employees to identify gaps in employees’ skillsets, resulting in an increase in productivity of 18% on an average
- Collaborated with senior leadership on strategic initiatives for employee skill development, growth, and success
- Developed and delivered customized training programs for over 400 employees annually on Customer management, email etiquettes, presentation skills, communication skills, Time management, Call handling skills etc
- SOP Management
- Initiated and driven knowledge management and Retention practices for the Manufacturing and infrastructure vertical that consisted of 8 global clients
- Designed and program managed career enhancement programs for associates up to mid management level
- Performed the role of a process trainer for 2 years basis clients request to train the new and existing resources
Gaming Associate
Ivy Comptech
08.2005 - 11.2006
- Assist the players
- Auditing the calls
Associate
IBM Global Service
04.2003 - 01.2005
- Collection Analysis and Calls
Education
Post Graduation Diploma - Business Management
IIM Calcutta
Graduation - Commerce
Osmania University
Board of Intermediate - M. P. C
X th Standard -
Board of Secondary
Skills
- Knowledge Transitions
- Project Management
- Knowledge Management
- Efficient multi-tasker
- Client management
- Coaching and mentoring
- Performance improvement
- Verbal and written communication
- Content development
- Operations Management
- Facilitation skills
- Employee training/development
- Relationship building
- Technology driven
- SAP
- Moodle
- Emagia
- Elixir
- Blackline
- Know hub
- High radius
- SharePoint
- Ariba
- MS teams
- Epiplex
- MS Forms
- Captivate
- K-point
- UI path task capture
- Walk Me
Certification
- Facet Certified
- Lean Certified + Green Belt Certified
- High Radius Tool Certified - Implementation
- Certified Procurement and AR Specialist
Technical Digital Skills
- SAP
- Moodle
- Emagia
- Elixir
- Blackline
- Know hub
- High radius
- SharePoint
- Ariba
- MS teams
- Epiplex
- MS Forms
- Captivate
- K-point
- UI path task capture
- Walk Me
Contributions And Impact
- Learning Excellence Award thrice for driving learning culture and improving learning absorption from 42% to 85% & technology inclusion in L&D practices improving effectiveness and client satisfaction – overall VOC – 4.8
- Brandon Hall Award in 2022 for Non voice resource to Voice resource conversion positively impacting cost of external hiring and customer satisfaction
- Brandon Hall Award in 2021 for innovative learning program during pandemic – Beyond boundaries. Increased learning absorption from 45% to 87% in the year
Learning Experience And Design
Adept at all the learning theories like Bloom’s taxonomy, Addie model, Sam model, Gagne’s Rules & Merrill’s principles. Behaviorism, Cognitivism, Constructivism, Connectivism, Humanism. Designed interactive, engaging, impactful design & copywriting content for web pages, training content, training videos, branding videos & content for organizations associated with.
Confirmation
I confirm that all the details provided above are true to the best of my knowledge.
Personal Information
Date of Birth: 01/26/80
Languages
- Malayalam
- Tamil
- Telugu
- English
- Hindi
Domain Knowledge
- Human Resource Operations
- Procurement
- Accounts Payable
- Accounts Receivable
Industry Knowledge
- Manufacturing & Automotive Industry
- Communication, Media, and Technology
- Insurance
Timeline
Service Delivery Manager, Learning & Development
Cognizant Technology Services
03.2018 - Current
Process Developer to Training Manager
Genpact India
06.2007 - 12.2017
Gaming Associate
Ivy Comptech
08.2005 - 11.2006
Associate
IBM Global Service
04.2003 - 01.2005
Post Graduation Diploma - Business Management
IIM Calcutta
Graduation - Commerce
Osmania University
Board of Intermediate - M. P. C
X th Standard -
Board of Secondary