SPAN( Mumbai) Led a Team of - a. 4 Ops Manages b. 18 Team Leaders c. 400 Support ProfessionalsResponsible for -  Responsible for Service Delivery for Dell campaign within the Tech and Revenue Space. Responsible for operating systems, policies and procedures within the program, including development, implementation and continual improvement of processes to best achieve overall business goals. Demonstrate sound fiscal management in achieving profitability goals to EBITDA level and cash flow management. Ensure action plans are in place and regularly reviewed to drive improvements in performance, retention, attendance and employee satisfaction. Create a high performance environment through regular communications via team meetings, monthly one-on-ones and performance reviews with all direct reports, verifying performance against operational and financial metrics and managing underperformance through improvement plans and BQ Management. Ensure development of program leadership team via succession planning and leadership development Ensure Compliance with all company and client security requirements

SPAN( India, US, Phillipinnes, Canda) Led a Team of - a. 8 Training Manages b. 80 Trainers ( Voice and Proces) c. 3000 Support professionals POC/Overall Owner of the enterprise-wide Training functions for Hewlett Packard campaign. Leading & developing the Training Team across the APAC and US region supporting global on/off-shored businesses.  Responsible for programs curriculum design and development - Projects encompassing foundational training, business acumen and technical/customer service skills content. Scoping and Selection of L&D service partners; responsible for performance reviews & site assessments across the Network. Implementation of Technology enabled learning systems & design. Creation of policies, processes and procedures for training administration, measurement processes and performance evaluations. Creation of the Voice and Accent, & pre-process content and delivery processes.  Responsible for managing the Client Relationship, representation in QBRs, Weekly performance reviews and other strategic & tactical forums for the account Planning & Coordination, deployment of L&D activity across all sites, locations & LOB’s. Responsible for Enterprise-wide deployment of New Hire Classes – liaise with client, sites & other relevant departments Responsible for gaps & needs Analysis & post-training Assessment & Action Plans Owner/POC for enterprise-wide performance improvements strategic and tactical initiatives Ensure Training curriculum is updated and consistent across all LOB's and locations Work closely with Site Ops and Site Training Managers to improve New Hire performance during OJT POC for all client escalations around New Hire performance and/or NPI compliance

SPAN( INDIA) Led a Team of- a. 10 Trainers ( Voice and Proces) b. 1000 Support professionals Responsible for the Delivery of New Hire, Enhancement Training and Recursive Training. Creation & execution of formal L&D processes & systems for the company & department. Lead & support the e-learning strategy for the company. Planning and Coordination, deployment of Learning Services activity for all Programs onsite. Responsible for gaps and needs Analysis, post training assessment ( 30-60-90) and action plans. Partnership with HR, Operations and Quality to improve performance and achieve business results. Responsible for all Training resources onsite. Ongoing measurement of team members – Performance Tracking, Stack Ranking and driving efficiency. Development of Class Team Managers and Associate Trainers. Responsible to build training strategies to address short and long tem business goals. Management of Training Attrition, end to end Throughput and Site Training Budget; people ( ATS and Trainers Utilization), facilities and equipment Within a span of 1.5 years, Mumbai Site Training Graduation % Rate improved by 40% from 60% to 85%. Received the Best function recognition for Attrition reduction. Annualized savings of more than $30000 on the back of Restructuring and Optimization measures in Training. Ramped up existing and new business across the Site - multiple new program/project implementations covering over 1200 FTE. ( HP, AOL, Dell, HTC) Achieved a consistent learning curve vs. veteran performance across 90% of all programs handled within 30 days post new hire Instrumental in operationalizing Training across Mumbai site – Introduction of 30 60 90 performance reviews, root cause analysis, action plans and close looping process. Partnership with Site Leadership in successful launches of 6 Campaigns onsite.

 Responsible for Training Delivery for HP Mumbai – including New Hires, NPI's & Recursive Training Transitioned and project managed the training delivery for HP Canada Business end to end. Successfully ramped the HP business to 650 headcount. Responsible for execution of NEO, New Hire Attrition, New Hire Training, OJT + Other site related L&D Functions Participation and representation on Mumbai HP Training on weekly client forums and internal site TQO's Co-ordination of corrective actions/site improvement plans on critical metrics in conjunction with the Site Quality Manager POC for all site related escalations for HP Training

 Co-ordinate and deliver New Hire, Progression and Enhancement training for various programs namely BT-HP Commercial segment - EMEA, AOL and HP North America. Assist in new hire content development and recursive Training modules as required. Assess participant and class performance. Responsible for New hire performance for first 4 weeks post go-live. Provide second level assistance and Training to SP’s during first 4 weeks of nesting.