Quality Program Lead - Change and Enablement @ Global Quality Corporate Function

• Facilitating the enterprise adoption of Adobe’s Digital Learning Management Solution, designing & executing multi-phased L&D strategies. • Managing relations with 12+ high net accounts, delivering unique value propositions for optimal utilization of Adobe Learning Manager LMS platform. • Advising the client leadership teams, streamlining the learning, development, training & LMS implementation strategies for improved ROI. • Driving B2B & B2C learning best practices for employee, customer, sales partner & franchisee education, ensuring business value addition. • Articulating complex technical issues & solutions in customer-friendly language, driving seamless acceptance, execution & compliance.• Identifying & acquiring new business prospects, conceptualizing Product Upselling, Mutual Success & Business Expansion models. • Facilitating product development, modification and change management, gathering & incorporating customer feedback & insights. • Reducing churn risk by 32% by designing multiple customer engagement initiatives & risk mitigation plans throughout the customer journey.• Designing & prioritizing project delivery & communication strategies, achieving business KPI & customer success. • Exhibiting a customer-centric approach in analyzing & resolving product & technical issues, managing customer escalations & revenue gain

• Led the Unified Communications & Collaboration service delivery for IT- Colleague Experience & Technology BU in the APAC & EMEA regions, holding a secondment position with VMware Inc. • Managed the end-to-end ITES support, heading the service operations, ServiceNow & vendor management teams of 34+. • Collaborated with the regional BU Heads, aligning the Communication & Collaboration technology landscape with the business goals & needs. • Enhanced the organizational communication & work efficiency by 20%, identifying & implementing the latest collaboration tools. • Streamlined the UCC- CE&T adoption, change & training processes, enhancing the colleague & technology experience for the C-suite leaders. • Increased revenue by 7% with innovative marketing strategies & internal IT roadmaps, analyzing cross-functional user adoption trends. • Proactively delivered technology support for multiple CSR, Diversity & Inclusion initiatives of different business units across the organization

• Led BI & operational automation, change management & L&D strategies, driving process & performance excellence & business transformation. • Analyzed project needs, scope & impact of changes, strategizing & executing efficient adoption plans for optimum results. • Systematized project-wise training management with tactical content development, training schedules & Train the Trainer (T3) processes. • Streamlined project-based communication strategies, designing & developing technically advanced communication channels & portals. • Devised effective IT project delivery plans in consultation with project owners & teams to meet strict SLA & deadlines

• Revamped the Learning & Organization Design strategies, streamlining the pan India Retailing Partners Network Quality operations.• Enhanced customer experience in network channel sales & service delivery, exceeding the ROI target by 108%. • Designed & delivered e-learning/ ILT/ Activity training modules for customer education & Train the Trainer (TTT) programs on new & existing products, processes & customer support operations in network channels.• Steered the OD & OE, Management by Objectives (MBO), Succession & Individual Development Plans, boosting employee performance 12%.• Executed the organizational culture & change management strategies, facilitating Customer Success & Business Expansion. • Penetrated new business avenues with strategic expansion plans in coordination with the regional network channel leadership. • Led the Assessment Centre operations, establishing the TNI, Performance Appraisals, Feedback & Reporting Systems for zonal L&D initiatives.

• Provided on-job training to the Probationary Officers/Assistant Managers of 3+ client banks. • Developed & delivered corporate grooming programs, designing Activity Based Training (ABT) and Outbound Training modules. • Developed the first-hour job-ready workforce, honing business communication, team management, leadership, customer experience delivery & change management skills.

• Managed the end-to-end training administration of the start-up venture, streamlining the learning & academic processes. • Developed the academic CoE, executing TNA, course scheduling, content management, LMS & KMS administration & appraisal processes. • Spearheaded the international exchange & immersion of 30+ students, liaising with 5+ Global Universities from EMEA & APJ regions. • Deployed at the vendor location in Germany, leading the Student Exchange project initiation, management, progress, quality & delivery.• Established the Assessment Centre, administering seamless learning assessment, control & evaluation processes. • Enhanced vendor performance, facilitating training delivery, change management, and cross-cultural integration of people & processes.

• Streamlined employee induction & talent management, innovating L&D interventions, process/resource governance & enhancements. • Conducted talent, skill gap & training need assessment with the latest training & development tools & techniques like Mind Mapping, Windowpanes, Triad Review, Counseling/ Psychotherapy for FSP, etc.• Developed & managed L&D programs & content, blending e-learning modules, ILT & LMS techniques. • Motivated & developed high potential talents through regular performance tracking, training & support.• Organized 30+ soft skill training programs, grooming 200+ employees for stress management & enhanced performance delivery.• Improved learner experience by offering administrative support for seamless evaluation, feedback, MIS & reporting processes.

• Provided training consultancy to 8+ top-notch corporate houses, facilitating o Pilot Process Implementation o Employee Engagement, Talent Management & Team Buildingo Leadership & Personality Development, Interview Facing Skills, Employabilityo Business Communication & Customer Relationship Management