Delighten Koola
Oakville,Canada
Summary
Process oriented and excellence driven HR professional with rich experience in HR Technology enabling Boardroom initiatives to reality using Process and Digital platforms, backed up by credible experience in functional management of HR vertical within global enterprises. Seasoned leader capable of providing advisory to leadership & direction to internal teams, managing Change initiatives, strengthening organizational diversity, increasing operational productivity, and enhancing employee experience and level of engagement.
Overview
23
23
years of professional experience
Work History
Head, Customer Success – SAP SuccessFactors
SAP India
01.2015 - Current
- As Head of Customer Success, my role is focused on engaging key strategic customers, managing a network of customer success teams, value advisors, and solution professionals
- The goal is to balance P&L and profitability while nurturing, retaining, and growing existing customers for optimal adoption of SAP Solutions
- Strategic Customer Engagement & managing successful customer lifecycle
- Oversee post-sales account management from implementation to renewals by developing structured engagement plans, conducting regular reviews, and aligning customer success metrics with organizational goals to ensure continuous improvement and customer satisfaction
- Implement governance through clear communication, detailed documentation, and defined roles to drive renewals and identify upsell and cross sell opportunities
- Focused on Consumption and Adoption of SAP Solutions
- Blending customer success & value selling in whitespaces
- Reporting and forecasting of existing customers health, sentiment & growth potential
- Contract management & negotiations
- Customer references & advocacy
- Partner Governance for Growth Acceleration
- Involved in 2 SAP’s CSR initiatives: Nanhi Kali (Project Nanhi Kali is an organisation that supports education for underprivileged girls in India.) and Code Unnati (Skill development initiative for young kids & adults for using technology)
Senior Manager – HR Systems & Processes
L&T Technology Services, India
06.2011 - 12.2014
- Involved in key HR Digital Transformation initiative at L&T in close alignment with CHRO & Business Leaders at L&T Tech Services to provide best in class HR Solutions
- As part of the strategic change management initiative, it not only involved migration from the legacy processes and embracing new optimised processes, but also harmonisation of systems and processes to provide a HR system with single source of truth & intuitive HR analytics which can enable Business decisions
- Key Highlights / Achievements: Migrated PMS (Performance Management System) manual (pen & paper) process to SAP HR System, Rolled out Recruitment module 'Taleo' for USA & Europe, Enabled Talent Acquisition Integrated TalentrackR (end to end recruitment tool) with resource management function, Moved all paper based HR lifecycle letters including Reward letters to paperless
- Instrumental in setting up HR Shared Services & HR Helpdesk to improve employee experience
- Implemented Visa & Immigration Tool (Global Mobility Tool for L & T Technology Services)
- Developed Learning Management Solution, Resource Management Tool and Compensation & Benefits Tool
- Represented as an HR’s point of contact for implementing QlikSense as an Analytics solution within L&T Group
- Involvement in Social cause - CSR Lead for L&T TS: Organised social activities and partnered with an NGO (Navjeevan) for Child Rehabilitation & Education in the region
Corporate IT – SAP HR & Applications (on Exit)
Siemens IT Solutions & Services, India
11.2006 - 06.2011
- Provided HR consultancy as Business Solutions SME on SAP HR Projects for internal & external customers
- Serviced Siemens Group customers across India, UK & Europe in SAP HR Application Support Business
- Assisted the Business Unit on Employee Life events such as Headcount, Manpower allocations, Confirmation, Attrition etc., and HR initiatives to ensure business continuity
- Successfully accomplished projects: Project Chess (Siemens IT Solutions Carve-out project from Siemens AG) - Migrated all existing HR Systems & Applications linked with Siemens AG to new system & integrated with Atos Origin HRMS system
- Success Factors rollout in Siemens Group Company (SIS India) – Rolled out Success Factor (Success Factors Performance management & Employee Central) in SIS
- SIS Carve out Separated SAP HR master data from the existing entity to form a new legal entity (SIS India)
- SECPL Carve Out Project, Siemens Limited - Disintegrated COM-EN Dept of Siemens Ltd to form a new subsidiary company called SECPL
- Siemens Information Processing Systems (SIPS) – Learning Management Systems – Established data interface with a third party software (Edutech) for Learning Management solution
- Global ID (GID) Generator / CHCM (Corporate Human Capital Management / SCD connector - Siemens)
- Rollout of GID Generator tool for Siemens Limited & its Group companies
- Handled change requests from various customers (domestic and Finland cluster) in all the modules of SAP HR (PA/OM/Time Management /Travel Management /Payroll) as SAP HR offshore team members
HR Business Partner – UK & Europe
Siemens Business Services Plc
, United Kingdom
09.2005 - 10.2006
- Managed day-to day employee life events such as managing Performance mgmt., Goal setting processes, Visa & Work Permit formalities, Manager’s HR actions for the teams etc
- Interfaced with local Project Managers and off shore HR teams in India to streamline HR policies & designing new processes
- Represented in Business Town Halls to cover HR updates to the employees
- Assisted in business process re-engineering activities, and defined SLA in resourcing
- Actively participated in upstream commercial activities such as cost-effective sourcing and vendor management
HR Executive – Corporate HR
Tata Consultancy Services
Mumbai, India
06.2002 - 08.2005
- Handled IT recruitment process activities with high level exposure to various technical skills
- Managed day to day employee life cycle events such as Confirmation, Trainee probation and payroll
- Handled employee Policy related queries and processed Full & Final settlement of employees on exit
- Designed the e-recruitment portal for TCS closely working with the Technical Team
- Arranged Brainstorming sessions of Corporate Core Market Intelligence Team
Education
Post Graduate in HR Management -
Prin. L. N. Welingkar Institute of Management Development & Research
01.2005
Master’s in commerce -
Mumbai University
Mumbai01.2003
Post Graduate Diploma in Foreign Trade -
World Trade Centre
Mumbai01.2002
Bachelor’s in commerce -
Mumbai University
Mumbai01.1998
Skills
- HR Strategy Management
- HR Process & Technology
- Enterprise HR Solutions
- HR Systems/Tools Rollout
- Global HR Process initiatives
- Change mgmt initiatives
- HR Shared Services Mgmt
- Talent Acquisitions & Development
- HR Analytics & CxO views
- Employee experience
- HR Competency Building
- M&A Process harmonization
- Stakeholders’ Coordination
- Team Building & Leadership
Languages
English
Native/ Bilingual
German
Elementary
Hindi
Professional
Arabic
Limited
Professional Development
- Strategic HR Management Programme, L&T Leadership program (facilitated by IIM Bangalore)
- COBIT, PRINCE2 Practitioner, ITIL, Certified in Cloud Computing
Affiliations
- Speaker in various HR Forums
- Participated and delivered sessions at leadership workshops
- Involved in conducting Design workshops for team & customers
Personal Information
- Date of Birth: 04/01/77
- Nationality: Indian
Timeline
Head, Customer Success – SAP SuccessFactors
SAP India
01.2015 - Current
Senior Manager – HR Systems & Processes
L&T Technology Services, India
06.2011 - 12.2014
Corporate IT – SAP HR & Applications (on Exit)
Siemens IT Solutions & Services, India
11.2006 - 06.2011
HR Business Partner – UK & Europe
Siemens Business Services Plc
09.2005 - 10.2006
HR Executive – Corporate HR
Tata Consultancy Services
06.2002 - 08.2005
Post Graduate in HR Management -
Prin. L. N. Welingkar Institute of Management Development & Research
Master’s in commerce -
Mumbai University
Post Graduate Diploma in Foreign Trade -
World Trade Centre
Bachelor’s in commerce -
Mumbai University
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