•Delivering training programs on vast variety of subjects (Intrapreneurship, Agile, Leadership, intrapersonal skills etc) as part of the one bank global learning team•Catering to global audience, delivering virtual sessions over zoom with engaging facility using tools like polls, chat, breakout rooms, white board etc.•Executing learning interventions for different talent cohorts in the bank (ACE, Headstart, ELP, Breakthrough and more)•Using data to continuously improve; supported the feedback mechanism to enable real time data access to global facilitators along with ease of working with the data.•Collaborated with global team to design new digital curriculums used ADDIE, along with working in SPRINTs and listening from our customers at each stage.•Experimented with Targeted Marketing to peak curiosity or fill spaces for certain programs using mail merge•Seeking L3, L4 feedback from participants through personalised mailers, running Clinics.•Launched the first L&D GIG to facilitate customer involvement to run project on Absenteeism•Suggested and spearheaded L&D Project to run the induction program by preparing passionate colleagues from the bank across GGN, CHN•Successful execution of Learning plan devised for Differently abled colleagues •Managed Trainings and Assessment on Agile ways of working for retail Banking.•Formalized the 1st ever Virtual Social Wellbeing initiative in 2021, for children of NatWest India colleagues in the form of 10 days Kids Carnival. Spearheaded the marketing & comms agenda, raised INR 66000 for DGFG charity event with 2300+ participation.•Partnered with Gender Network Development Team as an #IamRemarkable Lead, have trained over 2000 female colleagues globally till date through a network of c25 voluntary facilitators. Appreciated by CEO Alison Rose for the efforts.•Building the learning culture in the organization, uncovering different challenges, improving the user experience

.Became the one man team as i took up the role of a facilitator to teach Intrapreneurship to Retail Banking colleagues in India.Got trained and certified by UK colleagues and piloted the EDA curriculum in India.Demonstrated ownership to learn and contribute, built up the facilitation skills training over 200 people in Q4'18 securing an NPS of 88%.Created visibility for the brand by fruitful engagement with stakeholders. On boarded c2K colleagues from Commercial Banking in H2 2019.Formalised, accelerated the comms, marketing strategy to gain traction of the curriculum PAN INDIA (14k), Launched PAN INDIA in Q4 2019

.Joined the high severity process in the bank (PPI) Managed payments and Ulster team at the time the teams were required to double in size. The process had been under considerable pressure and was able to make material difference by partnering well with the UK teams..Supported the ramp up phase, with continuous improvement in Productivity & Quality of new joiners Enabled the upskill, cross skilling on multiple products, thus zeroed the system downtime impact in night shift .Led the new quality plan for calc & payments during the implementation of TNC. Resolved all the teething issues by arranging weekly calls with UK . Robust mechanism developed .SLAs managed as per agreement with stakeholders. (during the FCA campaigns as well)..Identified the risk of duplicate payments, did RCA, got the new tool Created, Tested , Implemented to nullify the risk in future payments.Spearheaded the migration projects for different products like Credit card, Mortgage, Statements..Embedded the customer centric culture in team, successfully developed over 50 simplification Ideas by team members

.Supported US Logistic Process in the initial phase of ramp up..Led team of 4 AMs and managing HC of 200..Improved the SLA by devising and implementing the critical real time reports to have sound real time management.Cut chronic staff absenteeism to zero by providing better understanding of company policies, sharing the reward & recognition programs and dealing with repeat offenders..Accountable for every team member’s individual performance and their key deliverables..Conduct daily client call to discuss the process gaps or client escalations if any.Extensive support provided in recruiting for the fast growing process headcount

.Handled team of 35+ Executives along with a Team Lead to manage an escalation desk.for most sensitive region of India’s leading telecom brand..Managed different Line of Business as Prepaid & Postpaid, Retention along with the Collections..Coordinated with various department leaders to resolve the customer’s concern at the earliest..Managed client relationswith stake holders for different circles..Accountable towards fostering the development of the team..Manage team performance, Ensure the internal & external parameters are met including the shrinkage and the attrition percentage..Monitored performance reports and daily/weekly dashboards for the team .As an manager on duty responsible for managing any real time situations with c200 reps. .Conducting the ops assessment for new hiring..Spearheaded the SIX SIGMA Prject to reduce average handling time for process

.Managed team of more than 25 Executives..Monitor, Coach and motivate associates to meet performance metrics..Control the shrinkage and the attrition percentage. .Conducted Process Training Batches.Handled Operations in Ramp up phases for vital projects.Conducted Organizational Behavioral Trainings with Learning Team.Analyze quality reports to ensure the meet & exceed quality parameters defined by the client

.Team supervision and performance management of inbound executives. .Train new employees on all facets of operations and job performance..Conduct team huddles and weekly meetings to discuss any new updates to our work profile as well as any other issues, which may affect the team’s performance. .Devise performance data using defined process tools i.e. Call Monitoring, Case Review etc.

Mentored new agents. Responsible for cascade of new updates. Trained bottom performers to meet the management targets. Identified as SME to manage escalation calls.

Handled calls from UK customers regarding broadband queries, connectivity issues and other technical problems. Became the 1st team member to get promoted by exceeding the performance indicators