Dilshi Silva
Advisor- Customer Experience @Santander UK
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WORK HISTORY
Advisor- Customer Experience @Santander UK
Darlington, GB
EDUCATION
Northumbria University
Bachelor of Science, Business Administration and Management, General
Human Resource Management Institute (HRMI)
Edexcel- Higher National Diploma (HND), BTEC Level 5, Human Resources Management/Personnel Administration, General
Human Resource Management Institute (HRMI)
Edexcel- Higher National Diploma (HND), BTEC Level 5, Management
Northumbria University
Master of Science, Project Management
ABOUT DILSHI SILVA
Operations, Project & Service Delivery professional with 10+ years of experience across banking, financial services, insurance, and professional services. Proven track record in operations management, project coordination, business analysis, and customer experience delivery within fast-paced, highly regulated environments.Experienced in leading large, cross-functional teams (50+), managing complex operations, and supporting end-to-end project delivery — from planning and KPI tracking to risk management, stakeholder engagement, and MI/reporting. Strong analytical mindset with the ability to translate data into practical operational improvements and change initiatives.Key expertise includes Operations Management, Service Delivery, Project Management, Business Analysis, Workforce Planning, Risk & Compliance, Fraud Monitoring, Process Improvement, Change Management, MI & Performance Reporting, and Stakeholder Management.Career highlights include delivering cost-saving initiatives equivalent to 5 FTE, improving team KPIs by 15–20%, reducing project delays by 15%, and strengthening regulatory compliance and customer outcomes through enhanced controls and performance frameworks.Open to opportunities across Operations Management, Project Management, Business Analysis, Service Delivery, and Change roles within professional services.
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