Training Manager

• Dec 2022 - Present

Manager- Learning and Development

• Jul 2022 - Nov 2022

• Developing the L&D function from zero. • Building the L&D framework and practices. • Budget management. • LMS and LXP administration. • Managing employee relations and vendor partnerships. • Facilitating global orientation and induction programs. • Identifying training/learning needs and delivering in-house & external workshops. • Developing the L&D function from zero. • Building the L&D framework and practices. • Budget management. • LMS and LXP administration. • Managing employee relations and vendor partnerships. • Facilitating global orientation and induction programs. • Identifying training/learning needs and delivering in-house & external workshops.

Manager- Learning & Development

• Feb 2021 - Jul 2022

• Coordinating with different teams & internal stakeholders and understanding the training/quality needs & expectations. • Conducting foundational trainings & inductions while ensuring policies, values and ethics are effectively communicated to the employees. • Facilitation of skills enhancement and behavioral training sessions. • Facilitating trainings on etiquette, POSH and data protection regulations. • Engaging & managing training partners for conducting technical trainings across functions. • Owning the training calendar for all training across various locations in India. • Responsible for preparing and publishing Training dashboards/reports to internal stake holders. • Creating & managing annual training budget. • Conducting in-person coaching sessions for mid and senior level managers. • Conducting assessments, upskilling and tracking progress of first-time managers. • Delivering business specific trainings for new leaders. • Conducting quality sales reviews for driving sales performance enhancement initiatives Pan India. • Building & upgrading competency map for roles across all departments. • Conducting & leveraging psychometric assessments for career pathing & succession planning.

Deputy Manager- Learning and Development

• Apr 2019 - Feb 2021

• Managing and coaching a team of 6 trainers and 4 quality analysts for multiple Business Units.• Coordinating with different teams and internal stakeholders and understanding the training/quality needs & expectations.• Conducting foundational trainings & inductions while ensuring policies, values and ethics are effectively communicated to the employees.• Facilitating trainings on etiquette, POSH and data protection regulation.• Ensuring the training batches are delivered within timelines.• Responsible for preparing and publishing Training dashboards/reports to internal stake holders.• Facilitation of skills enhancement and behavioral training sessions.• Coordination with the training partners for conducting technical trainings across functions.• Involved in taking strategic decisions and project planning for the training team.• Managing the budget for L&D Team in coordination with the HR Head.• End to end project management of the entire Human Resource function.• Monitoring health of the human resource function and calling out risks to the stakeholders.• Ensuring actions are implemented by the accountable individuals in a timely fashion.• Automation of BAUs to ensure productivity and effective manpower utilization.• Conducting annual Performance Management trainings for all reporting managers.• Creating compliance tollgates, identifying & investigating such matters as a part of the Internal Compliance Committee (ICC).• Involved in handling POSH related complaints and ensuring unbiased resolutions.

Assistant Manager- Learning & Development

• Apr 2018 - Mar 2019

• Managing and supervising a team of 4 trainers.• Coordinating with different teams and internal stakeholders and understanding the training needs & expectations.• Ensuring the training batches are delivered within timelines.• Responsible for preparing and publishing Training dashboards/reports to internal stake holders.• Responsible for creating Skills Development Training Structure for the organization.• Facilitation of skills enhancement training sessions and behavioral trainings.• Coordination with the training partners for conducting technical trainings across functions.• Publishing the training calendar for each quarter.• Involved in taking strategic decisions and project planning for the training team.• Managing the budget for L&D Team in coordination with the HR Head.• Conducting annual Performance Management trainings for all reporting managers.• Identifying compliance related matters and raising red flags to immediate supervisor and relevant stakeholders.• Involved in background tasks for investigation of compliance matters (data gathering & case stories etc).

Senior Trainer - L&D

• Mar 2017 - Mar 2018

• Creation of training content, training manuals and SOPs.• Facilitating Induction and NHT process training sessions.• Conducting mock call certifications for the newly hired employees.• Call Monitoring for New Hired Trainees and On Job Trainings.• Responsible for preparing & publishing Training dashboards/reports to internal stake holders.• Coordinating with different teams & internal stake holders for all product/process updates.• Disseminating product & process updates among all employees.• Organizing product/process-based quiz competitions.

Sales & Customer Support Educator

• Jun 2020 - Sep 2020

Deputy Manager- Retail

• Aug 2016 - Feb 2017

• Conducting NHIP Sales training sessions for Airtel Retail & Corporate Business. • Responsible for preparing and publishing Training dashboards/reports to internal & external stake holders. • Conducting OJT sessions. • Handholding & shadowing advisors on the field. • Providing feedbacks in a constructive manner to ensure continuous improvement. • Coaching sessions on field. • Handholding new joiners on the shop floor for initial transition period. • Conducting NHIP Sales training sessions for Airtel Retail & Corporate Business. • Responsible for preparing and publishing Training dashboards/reports to internal & external stake holders. • Conducting OJT sessions. • Handholding & shadowing advisors on the field. • Providing feedbacks in a constructive manner to ensure continuous improvement. • Coaching sessions on field. • Handholding new joiners on the shop floor for initial transition period.

Process Trainer

• Dec 2015 - Jul 2016

• Conducting NHT product/process training sessions.• Conducting TNI Refreshers.• Providing feedbacks in a constructive manner to ensure continuous improvement.• Call Monitoring for New Hired Trainees.• Conducting Process Knowledge Test.• Responsible for preparing and publishing Training dashboards/reports to internal & external stake holders.• Conducting product & process refreshers.• Coordinating with the clients & internal stake holders for all product/process updates.• Organizing product/process-based quiz competitions.

Quality Analyst

• Nov 2014 - Dec 2015

• Call audits based on set parameters on CQ Sheet.• Providing feedbacks in a constructive manner to ensure continuous improvement.• Conducting Quality Dipsticks to improve the process hygiene.• Responsible for preparing and publishing Quality dashboards/reports to internal & external stake holders.• Conducting Quality sessions in training batches.• Arranging and executing floor refreshers on quality updates.• Performing call listening & calibration sessions to minimize variance across departments.• Conducting certification for new joiners.• Performing process compliance dip checks and fraud analysis/identification.• Ensuring that the non-negotiables of the process are not compromised.

Customer Service Associate (Relationship Manager)

• Oct 2013 - Nov 2014

• Planning and formulating out the strategy in achieving targets.• Conducting Customer loyalty programs, Promotional activities, which are aimed at building relationships & growing revenues.• Planning / conducting Up-selling / Collections & Revenue building activities in listed accounts.• Arrange Visits & Retaining Probable Churn Customers.• Providing Root Cause Analysis for Churn & Resolving Controllable Factors.• Handling Escalated Complaints and providing faster resolutions to the customer.• Coordinating with the Airtel Agencies and corporate customers reduce the communication gap which results into smooth functioning of the work.• Providing end to end resolution in case any escalations.• Assigning the work on the daily basis to all the team members and thus taking the review and analyzing the work done at the end of the day.• Monitoring the daily collections.• Planning for target achievement.• Preparing RCA in case of escalations and driving measures to reduce the cause of escalations.