Manu Chacko — Associate Partner

I am a life and performance coach, NLP master practitioner, and result-oriented learning and development professional with strong work experience in diverse industries. I have worked with diverse people in diverse environments, which has up-skilled my ability to stay calm under pressure and stressful situations, to build quick rapport with new teams, to smile from the heart, to ask powerful questions, to get along with people, and to be more flexible. My key skills are leadership, people management, training, facilitation, performance and life coaching, instructional design, impactful communication, analytics, and innovative thinking. What I love the most is 'NEW'. In 'NEW' is hidden immense learning. I have a strong passion for continuous learning. Here are some of my key beliefs that have made me successful: 1) It is ok if "I do not know" until and unless I have a passion to learn and know when I get to know that "I don't know". 2) If 'someone' can do it, 'anybody' can do it. Sometimes I need to be that 'someone' and at times 'anybody'. 3) Learn from the past, focus on the present, and have a plan for the future. Be flexible. 4) Consistent and persistent efforts in the right direction will always pay off. 5) Honesty is the key to a great personality. Hold on to it. 6) Health is the first key to happiness. 7) Smile and help the world smile. This is the key to a great life. 8) Every action has a positive intention. 9) Learning from mistakes is the key to success. No mistakes = did not try; try = mistakes; leaning from mistakes = success. 10) Everything comes with a price since most of us value it only when it comes with a price. 11) One of the keys to happiness is to keep the child in you alive.

Stackforce AI infers this person is a Learning and Development expert in E-commerce.

Location: Bengaluru, Karnataka, India

Experience: 12 yrs 10 mos

Career Highlights

Expert in training and development across diverse industries.
Proven track record in enhancing customer service quality.
Strong leadership in managing large training teams.

Work Experience

Myntra

Deputy Director & Head of Training, Knowledge Management & Quality | CX (2 yrs 1 mo)

Senior Manager - CoE (Training, Content, Knowledge Management, Quality) | CX (10 mos)

Senior Manager - Training, Content and Knowledge Management | CX (1 yr 4 mos)

Manager - Training, Service Quality and Knowledge Management - Customer Support (Level 2 Wing) (3 mos)

Manager Training and Service Quality - Customer Support (Level 2 Wing) (1 yr 11 mos)

Zomato

Regional Head - Learning and Development (O2 Supply Chain - South India) (1 yr 4 mos)

Jana Small Finance Bank

Manager - Learning and Organization Development (Karnataka) (4 mos)

Assistant Manager - Learning and Organization Development (1 yr 1 mo)

Flipkart

Customer Experience Coach - L&D (Supply Chain Academy) (2 yrs)

Jubilant FoodWorks Ltd.

Assistant Manager - Business Operation (Domino's Pizza) (8 mos)

Sr. Assistant Manager - Business Operations (Domino's Pizza) (1 yr 8 mos)

Associate Manager - Business Operations (Domino's Pizza) (5 mos)

Education

Bachelor of Business Management at St Joseph's College of Commerce (Autonomous)

PGDID at Symbiosis Centre for Distance Learning

PCMB (Physics at St.Francis Pre University College

at St. Francis High School (ICSE)

Manu Chacko

Associate Partner

Bengaluru, Karnataka, India12 yrs 10 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Expert in training and development across diverse industries.
Proven track record in enhancing customer service quality.
Strong leadership in managing large training teams.

Stackforce AI infers this person is a Learning and Development expert in E-commerce.

Contact

Skills

Other Skills

Neuro-Linguistic Programming (NLP)Soft SkillsNegotiationCoachingImpactful communicationInterpersonal skillTeam Building FacilitationDiscussion FacilitationManagementTeam Management

About

Experience

12 yrs 10 mos

Total Experience

2 yrs 6 mos

Average Tenure

6 yrs 5 mos

Current Experience

Myntra

5 roles

Deputy Director & Head of Training, Knowledge Management & Quality | CX

Promoted

Apr 2024 – Present · 2 yrs 1 mo

Senior Manager - CoE (Training, Content, Knowledge Management, Quality) | CX

Jun 2023 – Apr 2024 · 10 mos

In this role, I lead the Training Operations, Training Content, Knowledge Management, Service Quality and Kaizen for Myntra Customer Support.
I lead a team of five managers and functionally head a team of seventy members.

Senior Manager - Training, Content and Knowledge Management | CX

Promoted

Feb 2022 – Jun 2023 · 1 yr 4 mos

In this role, I lead the Training Operations, Training Content, and the Knowledge Management team for Myntra Customer Support.
I lead a team of one Manager and three Team Leaders (AMs) and functionally head a team of 34 members.
My role involves:-
1) Partner Management for the outsourced channels and processes.
2) Planning and execution of training interventions for the in-house teams.
3) Define, plan and execute projects towards learning curve reduction and to improve training efficacy.
4) Define, plan and execute projects to reduce agent efforts and improve customer experience.
I add value by:-
1) Positively impacting 6000+ new joiners in their learning, and helping them deliver the best in class service to our customers.
2)Being a key contributor in identifying solutions to the problems and enabling teams to achieve the organizational objectives.
3) Putting continuous effort to build a world-class team, that is self-motivated and that displays the value of excellence in everything they do.

Manager - Training, Service Quality and Knowledge Management - Customer Support (Level 2 Wing)

Nov 2021 – Feb 2022 · 3 mos

In this role, I lead the 'training operations and 'service quality for the level 2 wing of the customer support team which includes the 'Escalation Desk', 'Social Media' and 'Outbound team (backend team)'. I also lead the Training Content and Knowledge Management team which supports the entire customer support team and this additionally includes the level 1 voice and non-voice channels like 'call me back, 'inbound', 'e-mail' and 'chat'
I lead a team of 4 team leaders (AMs) and functionally head a team of 32 members.

Manager Training and Service Quality - Customer Support (Level 2 Wing)

Dec 2019 – Nov 2021 · 1 yr 11 mos

In this role I lead a team of 7 trainers and 10 quality analysts.
TRAINING:-
Accountable to fulfill the training and development need of Myntra’s In-house 'customer experience-CC team' (Social Media team, Escalation desk, and Outbound-TASK)
Partner management in the outsourced locations - ensuring training SOP’s are being adopted and partnering for learning curve reduction.
Responsible for upskilling the trainers. Identify the areas of opportunity and plan internal/external training/ coaching /development programs.
Work with partner and process owners to create a list of training needs and design training solutions.
Manage training budgets and plan effective utilization for optimal return on investment.
Plan, develop, and deploy just in time training. (JIT)
Identify and recommend training methodologies and ways to improve the learning curve.
Use technology to improve training outcomes and measurements - Identify and work with vendors who can deliver effective E-learning content that can be hosted on the LMS platform.
Monitor and evaluate the training program’s effectiveness, success, and ROI periodically.
Hold regular reviews with respective teams and stakeholders to drive the effectiveness of training and coaching.
SERVICE QUALITY:-
Responsible for audit and governance plans for all the lines of business.
Accountable for the identification of the process and tech gaps.
Responsible for upskilling quality analysts(QAs). Identify the areas of opportunity and plan internal/external training programs to cater to the same.
Work along with the stakeholders to improve the interaction quality and customer experience.
Identify and recommend different ways of audit sampling & feedback improvement mechanism.
Use technology to improve quality deliverables and outcomes. Identity tools.
Work with departmental managers to outline the specific data needs.
Hold regular reviews with respective teams and stakeholders to drive efficacy.

Zomato

Regional Head - Learning and Development (O2 Supply Chain - South India)

Aug 2018 – Dec 2019 · 1 yr 4 mos · Bengaluru Area, India

To lead a team of 7 trainers
Responsible to fulfil the training and development needs across 43 cities where the ‘Online Ordering Business’ is live in
Accountable for the training and development of 350+ employees and 14,000+ delivery partners across the region.
Effectively contribute towards building and developing ‘Delivery Partner University’ - A training academy for the training and development of the delivery partners
Transform our ‘Delivery Partners’ into successful ‘Delivery Professionals’ through a standard curriculum and certification process that drives customer delight
To design and deliver training interventions that will positively impact Customers NPS (Net Promoter Score)
Understanding the business requirements and help in identifying the training needs for the internal staff
Accountable for the development of the on-boarding and support team through training and coaching
Develop and encourage the usages of a variety of modes of learning: Web-based, App-based (byte size videos) and Instructor lead (CRT & OJT) training & coaching interventions.
Design & Develop bite-sized learning videos - Creation of storyline, script and transforming the same into bite-sized learning videos.
Design and develop online training modules for new hire trainings and just in time trainings(JIT)
To set a benchmark for the creation and implementation of training strategies across ‘Online Ordering’ organisation.
To design and launch appropriate ‘Rewards & Recognition’ schemes to ignite the individual’s desire for implementing learning at workplace.

Jana small finance bank

2 roles

Manager - Learning and Organization Development (Karnataka)

Promoted

Mar 2018 – Jul 2018 · 4 mos · Bengaluru Area, India

Understanding the business requirements and help in identifying the training needs across all functions (Risk management, Retail financial services, Enterprise financial services, Central processing centre & contact centre)
Responsible for the training and development of 1500+ employees across the region.
Design and develop learning content.
Conduct KT-TTT (knowledge transfer - train the trainer), teach-back and certification session for the identified trainers.
Monitor and evaluate training program’s effectiveness, success and ROI periodically.
Conduct effective induction and orientation sessions.
Manage training budget, support and monitor the booking of venues for the announced programs (Banquets & Accommodation) and other logistics.
Plan, develop and deploy just in time training. (JIT)
Prepare a training synopsis at the end of each month.
Prepare and maintain L&D MIS: Ensure reports, data and documents are in place.
Review the planning, delivery, and assessment of each training program.
Collaborate with the team and the stakeholders and subject matter experts to implement learning solutions.
Designing and executing the training calendar process.
Ensure training resources, learning technologies and standards are adhered to.
Develop self, conduct field studies/research and maintain knowledge in relevant fields.
Hold regular reviews with respective teams to drive the effectiveness of training and coaching.

Assistant Manager - Learning and Organization Development

Jan 2017 – Feb 2018 · 1 yr 1 mo · Bengaluru Area, India

Flipkart

Customer Experience Coach - L&D (Supply Chain Academy)

Jan 2015 – Jan 2017 · 2 yrs · Bengaluru Area, India

Performance development of the team through coaching.
Conduct OJC (on job coaching) for all new joiners as per the coaching plan.
Conduct refresher trainings if a knowledge or skill gap was identified.
Developing field executives and team leaders marked amber as per the RAG (Red, Amber, Green) rating scale.
Responsible for the growth of field executives and team leaders to the next level.
Extraction of misfit employees (field executives)
Coach the team on defined customer interaction norms.
Accountable for the entire customer experience provided by the team which is measured through the C-SAT (customer satisfaction) score.
Accountable for the performance development of the team leaders on operations metrics.
Prepare RCA (root cause analysis) for customer escalations (internal and external).
Conduct on-board Induction training programs and functional training programs.
Conduct refresher training programs and new process training programs.
Ensure proper channel of communication, by arranging and ensuring daily huddle.
Accountable to ensure hygiene standards such as employee grooming, employee engagement activities, education and adherence to road safety norms.

Jubilant foodworks ltd.

3 roles

Assistant Manager - Business Operation (Domino's Pizza)

Nov 2013 – Jul 2014 · 8 mos

To lead a team of 25 (7 service representatives, 6 make line experts, and 12 delivery experts).

Sr. Assistant Manager - Business Operations (Domino's Pizza)

Promoted

May 2013 – Jan 2015 · 1 yr 8 mos

To lead a team of 1 Associate Manager, 7 service representatives, 6 make line experts and 12 delivery experts).
To plan and execute all activities of the team for the smooth functioning of the business unit.
To carry out staff meetings at periodic intervals and ensure motivation of the team members.
Build marketing strategies and promotions scheme to build sales for the business unit.
Manage P&L by managing various costs and enabling profit.
Handling customer queries and staff concerns.
Responsible for maintaining the various MIS reports like food cost report, inventory report, sales report, customer satisfaction index report, training MIS.
Ensure the training of team members.
Responsible for tracking OJT (On Job Training) of all the new staff.
Responsible for developing a customer-centric culture and maintain high customer satisfaction.
Tracking customer concerns and TAT( turnaround time)
Responsible for training the team on various promotions initiated by the marketing department and on new product launch.
Ensure upkeep of premises and manage all equipment and assets.