Principal Program Manager

• Jan 2023 - Present

- Global Training Ops Strategy formulation & prioritization- Business Advisory to Global Training Leadership Team (TLT)- Drives Change Management for all new GLS Global initiatives, product launches across modalities.- Training SME for Business, Legal, Finance, Systems, Analytics & Operations leaders- Continuous Improvements lead for Global Training Operations- Process ownership for Global Training & Certifications- Global Lead for leading all GLS projects by coordinating global & regional functional teams.- Learning Management System Subject Matter Expert - GLS Global Soft Credits ownership, business guidance, operational implementation & forecast visibility- GLOBAL Training Revenue Operations SME- Global Best Practices Council lead for Training & Certifications- Training SME support to company wide initiatives like LCs, Badges, SP, HCS, etc- Global PR/PO Centralisation & Management (H2CY2023)- RHLS Renewals Growth visibility to TLT, Reporting & Analytics (H2CY2023)- Global Services Approval Framework ownership- Quarter end support to Geo Field Ops & other functional teams- Conducting Enablement sessions on all GLS processes with Business & Ops teams- Global LMS Reporting Process owner for GLS Channel Load- Operational SME for Top Services/ GLS Deals (Pricing, Quoting, Proposal, Customer Interface)- GLS Process documentation ownership & managing change reviews- Decision making Support to Business & Operations for all global GLS System & Tools enhancements. Show less

Program Manager, Global Customer Success Field Operations

• May 2022 - Dec 2022

I am the single point of Contact for regional Field Operations for Training line of business. In this capacity, I lead Global Training & Certification Field Operations supported by team of professionals working under me, situated at different global locations. I am responsible for making strategic decisions relating to Training & Certification Sales & Delivery policies across the Red Hat global organisation. I oversee any changes in pricing structure offered in Red Hat products within the Training & Certification domain. Additionally, I head the Training & Certification internal enablement sessions on various tools used to book orders.* Based on my Project Management skills, I lead larger transformational initiatives that impact our Training & Certification business across the Red Hat's global organisation. * Being a veteran in People Management & qualified coach, I Supervise & coach associates in global & regional field operations team. * Tend to Build expertise & share best practices across all regional teams for a standard work approach.* Provide thought leadership to all GLS Operations teams globally, help them navigate operational challenges.* Provide and support the implementation of business solutions by building relationships and partnerships with key stakeholders. * Guide Change Management activities to communicate and enable business users on process and system changes. Show less

Program Manager, Global Services Field Operations

• Sep 2021 - Apr 2022

1) Business Fiscal Planning :- Work closely with Global Sales Operations, Global Finance, Global teams and in region business teams to execute on the extremely complex business next year planning process. Carefully plan and negotiate and allocate Sales, Revenue and Margin targets each year based on past performance and business potential in region.- Pricing reviews and revisions: Work with regional, global business owners and finance to execute on pricing reviews for Training business.2) Drive Business performance :- Weekly forecasts : Improved forecast rhythms to positively impact sales productivity. Better forecast accuracy by improving tools adoption- Driving Performance Reviews : Created a QBR rhythm as an opportunity to review quarterly business performance . Focus on the areas of improvements in business and drive business growth by leveraging on strengths.3) Business enablement (Policy and Tools)- Improved business processes along with enablement to drive business growth, improve governance and compliance.- Regional / Global process alignment , Process documentation , Tools rollout , adoption and standardisation.- Services Sales, Revenue Policy Regional/Global alignment & documentation4) Customer Satisfaction :- Launched the CSAT process across all regions for the consulting business.- Regular analysis and learning from the voice of the customer. Ensure feedback is actioned timely and appropriately Show less

APAC Services Operations Manager

• Sep 2016 - Aug 2021

• Contribute to project management & process improvement; own the effectiveness and execution of the change management.• Planning & Implementing Red Hat Trainings to ensure strategic delivery across APAC region to foster business profitability.• Oversee operations to meet delivery, financial, customer success & partner engagement goals.• Help develop, deploy & maintain Performance diagnostics; ensure operating environment is conducive to business objectives.• Identify risks and issues which project deliverables with follow through on mitigation, resolution and path to project milestones.• Maintain & report project delivery tracking and metrics, migration status against baseline plan.• Ensuring check-points of pre-requisites (Margin calculations,Facility booking, Books, Correspondence emails, Instructor assignment, Catering etc) for quality delivery of a Training event and making post-requisites (Certificates, goodies, revenue updates to RH Finance etc) of event accordingly. • Coordination between Delivery & Sales team to ensure 100% quality delivery of Trainings.• Work with BDMs & Partners to identify the Process requirements vital for conducting RedHat Trainings across APAC region with existing/new Training opportunities from Leads & Customer database.• Preparing/Updating RedHat websites with upcoming Training schedules in-tune with RedHat Training Managers.• Lead process enhancement/continuous improvement projects by leading gap analysis, developing to-be processes, identifying training needs and ensuring training materials are created.• Maintaining work correlation between On-Site & Off-Site Training Admin teams in accordance to the Task List.• Maintain effective governance, control systems & compliance requirements of the company.• Assist with interviewing & selection of team members and serve as a role model & mentor your team & others.• Participation in end-to-end FY Planning with business targets & growth aligned with global targets. Show less

Senior Project Manager (ANZ & SG)

• Dec 2015 - Sep 2016

• Planning & Implementing Red Hat Trainings to ensure strategic delivery across ANZ & ASEAN region to foster business profitability.• Ensuring check-points of pre-requisites (Margin calculations,Facility booking, Books, Correspondence emails, Instructor assignment, Catering etc) for quality delivery of a Training event and making post-requisites (Certificates, goodies, revenue updates to RH Finance etc) of event accordingly. • Maintaining Coordination between Delivery & Sales team to ensure 100% quality delivery of Training by pre-deciding Trainers, Facilities, number of Learners and Day of Training. • Correlating with RedHat’s Regional Sales BDMs to keep the pace on Learners in-flow in upcoming Training events with the help of Seat Fill-in data shared weekly.• Work with BDMs & ReSellers to identify the Process requirements vital for conducting RedHat Trainings across APAC region with existing/new Training opportunities from Leads & Customer database.• Preparing/Updating RedHat websites with upcoming Training schedules alongwith RedHat Training Managers.• Updating RedHat Client about the readiness of Training events alongwith available Learner allocations which can make Training Event financially successful.• Lead process enhancement/continuous improvement projects by leading gap analysis, developing to-be processes, identifying training needs and ensuring training materials are created.• Maintaining work correlation between On-Site & Off-Site Training Admin teams in accordance to the Task List and work requirements.• Maintain effective governance, control systems and compliance requirements of the company.• Assist with interviewing and selection of team members and serve as a role model & mentor your team and others. Show less

Project Manager

• Sep 2014 - Dec 2015

 Planning & Implementing Trainings to ensure strategic delivery of RedHat Trainings in APAC region and SHELL Trainings Globally to foster business across segments.  Ensuring check-points of pre-requisites (Facility booking, Books, Correspondence emails, Catering etc) for Quality delivery of an Training event and making post-requisites (Certificates, Polo-shirts, revenue updations to RH Finance etc) of event accordingly.  Maintaining Coordination between Delivery & Admin team to ensure 100% quality delivery of Training by pre-deciding Trainers, Facilities, number of Learners and Day of Training.  Correlating with RedHat’s Regional BDMs and SHELL Deployment Leaders & Learning Advisors to keep the pace on Learners in-flow in upcoming Training events with the help of Seat Fill-in data shared weekly.  Meeting Channel Sales Partners with on-going demand of trainings with new courses in pipeline alongwith new enrollments from them to make a RedHat Training event.  Work with BDMs & ReSellers to identify the Process requirements vital for conducting RedHat Trainings in ANZ region with existing/new Training opportunities from Leads & Customer database.  Preparing/Updating RedHat websites with upcoming Training schedules alongwith RedHat Training Manager.  Updating RedHat & SHELL client about the readiness of Training events alongwith available Learner allocations which can make Training Event financially successful.  Lead process enhancement/continuous improvement projects by leading gap analysis, developing to-be processes, identifying training needs and ensuring training materials are created.  Maintaining work correlation between On-Site & Off-Site Training Admin teams in accordance to the Task List and work environment.  Maintain effective governance, control systems and compliance requirements of the company.  Assist with interviewing and selection of team members and serve as a role model & mentor your team and others. Show less

Sales & Delivery Operations Manager

• Jan 2013 - Aug 2014

Pre Sales Manager

• Sep 2011 - Dec 2012

 Analyzed Process Performance via auditing calls to ensure Quality deliverance.  Make process reports for senior management and also participate in making Line of Business presentations/updates  Identifying training needs and ensuring training materials are created.  Achieving Sales targets & maintaining rigor on Sales floor with various Sales promotion activities.  Minimized Compliance with continuous training sessions with defaulters in refunds & chargebacks.  Calibration with Operations team to ensure Process updates are followed from executives to Managers.  Analyzing Refund & Chargebacks & filing disputes for incorrect R&C either to customer or on Claims department.  Ensured smooth functioning of Sales Transactions & minimize any fraudulent sales activity.  Provided assistance to Tech engineers to ensure accurate delivery of performance in perfect manner.  Made reports on Weekly, Quarterly & Monthly basis in order to judge performance of the aligned agents.  Multi-tasking in managing team, support & other admin work like preparing schedules, conducting trainings with BQs & managing matrices.  Conducting Supervisor calls to either deal with irate customer or to show new recruits way of dealing with customers.  Feedback mechanism to ensure engineers are learning new updates in effective way.  Provided technical assistance to Global customers on Windows & MAC system, laptops & desktops.  Initiated remote support on customer's computer to provide best-in-class technical support. Show less

Performance Specialist

• 2009 - 2011

 Analyzed Process Performance via auditing calls to ensure Quality deliverance.  Make process reports for senior management and also participate in making Line of Business presentations/updates  Identifying training needs and ensuring training materials are created.  Ensured 100% feedback delivery within TAT to keep pace in improvement strategy.  Minimized Compliance with continuous training sessions with defaulters in refunds & chargebacks.  Calibration with Operations team to ensure Process updates are followed from executives to Managers.  Analyzing Refund & Chargebacks & filing disputes for incorrect R&C either to customer or on Claims department.  Ensured smooth functioning of Transaction Monitoring process to minimize any fraudulent activity.  Provided assistance to engineers to ensure accurate delivery of performance in perfect manner.  Assisted Team Manager in day-to-day work procedure with in-line support in team handling.  Made reports on Weekly, Quarterly & Monthly basis in order to judge performance of the aligned agents.  Multi-tasking in managing team, support & other admin work like preparing schedules, conducting trainings with BQs & managing matrices.  Conducting Supervisor calls to either deal with irate customer or to show new recruits way of dealing with customers.  Feedback mechanism to ensure engineers are learning new updates in effective way.  Provided technical assistance to Global customers on Windows & MAC system, laptops & desktops.  Initiated remote support on customer's computer to provide best-in-class technical support.  Ensured step-by-step approach to fix the computer problem for customer in effort-less customer friendly remote session.  Educated customer about what happened, when happened & how fixed with troubleshooting steps emailed to him.  Escalating high-end complex issues to senior team & follow-up arranged with customer Show less

SME

• Aug 2007 - Aug 2009

• Provided assistance on various Adobe applications & products (47 appx.) (Specially Imaging products like PHOTOSHOP, PREMIER PRO, ILLUSTRATOR, LIGHTROOM, ACROBATE, DREAMWEAVER & INDESIGN etc.) • Provided support on "what to be used"​, "when to be used"​ & "how to be used" to ensure 100% customer satisfaction. • Helped customer to buy products as per the compatibility of the available device. • Escalating concerns to Development center to either remove bugs or modifications. • Provided assistance on various Adobe applications & products (47 appx.) (Specially Imaging products like PHOTOSHOP, PREMIER PRO, ILLUSTRATOR, LIGHTROOM, ACROBATE, DREAMWEAVER & INDESIGN etc.) • Provided support on "what to be used"​, "when to be used"​ & "how to be used" to ensure 100% customer satisfaction. • Helped customer to buy products as per the compatibility of the available device. • Escalating concerns to Development center to either remove bugs or modifications.

Senior Technical Support Associate

• Nov 2006 - Jul 2007

 Provided support to home-users & SMEs with troubleshooting computer related internet problems on Broadband connection.  Solved internet setup related queries over the phone to make internet connection via modem or router.  Coordinating with Line-Test department to find out outages in the internet connection area.  Follow-ups with the customer to ensure 100% satisfaction.  Attending Supervisor calls to ensure new recruits adapt organizational targets.  Sharing reports with Team- Manager on day-to-day performance to measure process growth. Show less