Aug 2023 – Aug 2024 · 1 yr · Gurugram, Haryana, India

• Luxury Lifestyle Services

Jun 2015 – Dec 2021 · 6 yrs 6 mos

• Expertise in Learning & Development, Talent Selection, Customer Experience, Knowledge Management, Business Transformation and Diversity & Inclusion.
• Demonstrated excellence in leading Global Virtual Teams across various markets – US, Europe, Asia Pacific and strategically maximizing growth for the organization.
• Renowned for driving Process Excellence & being a Change Agent through innovative solutions and collaborative partnerships. Recognized for strong inclusive leadership, relationship management, customer and employee centricity.
• Drove business results at the right margins – through core metrics of Throughput/Certification Rate, Weeks to Train, Quality scores (RTF/Excellent/VoC) & Efficiency metrics (AHT) while in training. Ensuring right sizing and adequate Capacity planning to meet volumes
• Helped build Global Delivery Strategy for the Learning Network and then integrating the global strategic priorities into local execution plans & stakeholder focus areas
• Responsible for Knowledge Retention, Quality and Compliance scores, and driving process improvement through Continuous Learning, Training Needs Analysis and bottom quartile management
• Led multiple global projects to improve effectiveness (Customer Experience) and efficiency (certification rates and speed to proficiency for new hires) and driving to Digital.
• Active leadership in Diversity & Inclusion programs - Women’s Interest Network (WIN), Pride+ Network in American Express – as an added responsibility to core role. Led planning & execution of various global campaigns & initiatives.

Sep 2012 – May 2015 · 2 yrs 8 mos

• Global Relationship Lead Design – GNA/GPN
• Global Relationship responsibility for Global New Accounts and Global Partner Network
• Relationship Lead for business function to define global learning requirements and develop the learning strategy for the function at a global level
• Curriculum Design for New Hires, Configurations & Tenured Learning for all global markets at a Network level – leveraging latest technology and Design principles
• Setting global Certification Standards and Governance of all Training Certifications for all markets

Jul 2010 – Sep 2012 · 2 yrs 2 mos

• Learning Leader I2I BU
• Led pan India-to-India accounts for Genpact across 6 locations (NCR, Jaipur, Hyderabad, Dehradun, Kolkata & Bangalore) and 19 accounts- ranging across domains like Customer Service, Hospitality, Telesales, Technical Support, Telecom, Life & General Insurance, BFSI, Collections and Finance and Accounting
• Managed a span of ~3500 across 6 locations with a direct team of ~50 Trainers and Coaches
• Responsible for Business Development from training perspective at RFP and Transition stage of new deals
• Knowledge Management on the floor through Call Quality/Transaction Audit, TNI, Refreshers, Coaching and Mentoring for all employees in the business
• Drove Process Excellence & Innovation across accounts by standardization of practices and utilization of insights/best practices using industry benchmarks
• Vendor/Business Partner Management for external training needs and collateral creation

Nov 2009 – Jun 2010 · 7 mos

• Key member of the Corporate Practice Strategy Group for Smart Enterprise Process (SEP)
• Developed a culture of SEP and Change Management in the organization through focused development for Senior Leadership
• Content Creation, Vendor Management and Project Management of new content for all products of SEP and creation of marketing collateral for SEP awareness- for internal and external stakeholders.

Sep 2008 – Oct 2009 · 1 yr 1 mo · Gurugram, Haryana, India

• Led Content Solutions and Training Delivery pan India (across 7 locations, 10 centers, 10 business partners and a team of over 30 trainers)
• Creation and project management of new content for all products offerings across domains of Language, Banking & Insurance, Finance & Accounts, IT services, Procurement & Supply Chain Management.

Jul 2006 – Aug 2008 · 2 yrs 1 mo · Jaipur, Rajasthan, India

• Zonal Operations Head (Central Zone) for Genpact Training Academy, managing talent pipeline for diverse profiles for Genpact businesses (voice / technical / finance) in Jaipur
• Led various Strategic Initiatives and Tie Ups with Government & NGOs for Social Initiatives

Dec 2005 – Jun 2006 · 6 mos · Jaipur, Rajasthan, India

• Training Lead, Master Trainer and SME for Voice & Accent
• Distinction of establishing Genpact Training Academy (Pre-Hire Voice Training) in Jaipur in Mar 2006.

Sep 2004 – Dec 2005 · 1 yr 3 mos

• Conducted Voice & Accent and Soft Skills training for leading Global BPOs as Consultant Trainer

May 2003 – Aug 2004 · 1 yr 3 mos · Gurugram, Haryana, India

• Liaising with Technical Support Business Unit; conducting Voice & Accent and Soft Skill Training for enhancing the skill set of colleagues

Jan 1997 – Jun 1999 · 2 yrs 5 mos · Secunderābād, Telangana, India

• Responsible for co-ordinating and implementing curriculum / training for underprivileged and physically challenged segments.