Rajni Narula Email and Phone Number

Responsible for Operations / Education Delivery Nationally for the Banking & Finance Division with the help of a large team, “Direct and Extended”. Major responsibilities included:• Skill development & management.• Active participation in designing & development of product right from its inception.• Deployment of products having direct Impact to system wide revenues• Involved in Implementation of strategic new initiatives which are path breaking and innovative and the cutting edge of education processes• People Management:- Led, mentored and managed large teams of people over 22 at various levels both direct and extended• Monitoring & maintaining high levels of student satisfaction and performance. • Ensure student quality, faculty quality, delivery quality & smooth education delivery operations• Drive quality of (completeness, Timelines & correctness of) Education delivery• Adherence to curriculum design & methodology• Drive Quality and timely placements• Recruit, Train, Develop, motivate, manage & recognize faculty• Faculty productivity & expense management• Adherence to campus & partner norms - in programs where there is partner involvement• Client interfacing• New Product Implementation• Track partner - specified compliance• Conduct academic reviews• Audit & process compliance• Visit & support centers• Faculty contract management

October’ 11- Till July 2013. NIIT Ltd.. Learning Delivery Specialist.. Natianally.Responsible for maintaining quality Education Delivery Nationally with the help of a large team, “Direct and Extended”. Major responsibilities included:• Skill development & management.• Active participation in designing & development of product right from its inception.• Deployment of products having direct Impact to system wide revenues• Involved in Implementation of strategic new initiatives which are path breaking and innovative and the cutting edge of education processes• People Management:- Led, mentored and managed large teams of people over 22 at various levels both direct and extended• Monitoring & maintaining high levels of student satisfaction.

April’ 10- October 2011 NIIT Ltd. ZONAL EDUCATION DELIVERY HEAD (NORTH INDIA)Responsible for maintaining quality Education Delivery across various Centres in North Zone with the help of a large team, “Direct and Extended” - comprising of 22 personnel which includes 2 Delivery Heads, 2 Internal Quality Auditors, 1 Training Manager, Team Leaders & Team Members. Major responsibilities included:• Deployment of wide range of products having direct Impact to system wide revenues• Involved in Implementation of strategic new initiatives which are path breaking and innovative and the cutting edge of education processes• People Management:- Led, mentored and managed large teams of people over 22 at various levels both direct and extended• Monitoring & maintaining high levels of student satisfaction. • Monitoring quality of education delivery through regular Quality Audits in Centers across the north zone.• Provide Timely Feedbacks to Centers to improve Academic Health• Visit different centers to ensure smooth administration.• Devise methods & contests for motivating the Centers to maintain/ achieve high levels of student satisfaction.

April 2008 – March 2010 NIIT LTD. TERRITORY HEAD – OWN CENTERS (METRO)• Managed 4 company owned large / high revenue earning centers through a team of Center Managers, Technical Heads, Front Office Coordinators & faculty members.• Lead a team of (80+) consisting large centre teams of sales, marketing, operations, finance, and MIS personnel. • Responsible for conceptualizing / driving sales strategies and go to market plan.• Responsible for marketing initiatives, roll out of marketing calendar and market share.• Promotion of products from strategic alliances includes Cisco, Microsoft, SUN, Oracle, EMC, COMPTIA to create value propositions for our students. • Business volume handled INR 220 Million Annually.

April, 2005- Oct 2008 NIIT LTD. CENTER HEAD . As a profit center head ensured that the centers revenue targets are achieved/ exceeded month after month. . Ensured that the center registers growth / profit on monthly / quarterly & annual basis.• Individually responsible for all operations of NIIT center including sales, marketing and academic operations to ensure business growth and overall customer satisfaction. • Ensured implementation of Customer Grievance redressal system at the center and ensuring timely response and closure of all customer grievances. • Successfully implemented the business planning for the center. • Directly responsible for monitored completion of all student services at the time of final inspection. • Maintaining employee motivation and morale at the center at high levels service material and trained personnel for smooth service delivery.

Nov 2006 –March 2008 NIIT LTD. TERRITORY HEAD – SOUTH EXTENSION CENTER• Headed a very prestigious, high profile top revenue earning Asia’s biggest center for NIIT Ltd with distinction.• Handled a team of 60 + personnel including Technical Heads, Group Leaders, Front Office Coordinators, Counselors, Faculty members & support staff.• Responsible for maximizing revenue generation and operational profit of the center. • Execution of operational strategy including sales, marketing & academics of a center to ensure the growth and overall customer satisfaction.• Meeting/ exceeding revenue targets on a regular basis by developing business through understanding and analyzing business, territory and market segments, increasing potential customers by creating product awareness. Maximizing resource utilization.• Continuous increase in overall customer satisfaction by providing them education service, ensuring quality by monitoring and analysing data on a monthly basis. • Motivating the team members by ensuring their development through trainings and value addition in their respective roles.• Business volume handled INR 160 Million Annually.

Feb' 2003- March'2005 NIIT LTD. Education Delivery Head- North India eGurucool • Implementation and delivery of eGurucool project in North India. This assignment involved extensive co-ordination between faculty, Center Heads and Head Office. Ensuring Training of faculty Scheduling and allocating faculty to the concerned centers • Ensuring that eGC batches run according to the plan and all kinds of tests are conducted on time as per the schedule plan. • Ensuring that all the grievances related to issues involving faculty are effectively resolved. • Regular feedback from students and also participate in meetings with parents in order to maximize student satisfaction. • That inputs and intelligence to my HO team are provided on a regular basis about problems/issues related to courseware. • Addressing issues related to faculty attitude, commitment and behavior. • Maintaining employee motivation and morale at high levels.

Nov'2002 - Jan'2003 NIIT SmartServe Team Leader • eLearning being the first project bagged by NIIT Smartserve for its new BPO was a prestigious one. Since this was the first time NIIT was involving itself in BPO activity, they wanted personnel who had a good track record of responsibility and diligence to handle a pilot batch. My designation was that of a Team Leader Processes and Operations and my work profile was as follows:- • Manpower planning • Budgeting • Recruitment and training of agents • Getting each agent certified Monitoring quality of responses provided by the agent • Scrutinizing MIS data related to daily activity • Over seeing implementation/smooth functioning of the project Interacting with our principle client in UK. • A team of 32 agents was reporting to me.

Feb'02-Oct'02 NIIT LTD. Process Transition Manager • Worked on a project aimed at rejuvenating and revamping Education Division with a focus on identifying and overcoming shortcomings in the existing processes of training and education delivery. This project was directly under the Senior Vice President NIIT LTD. To whom I was reporting directly. Our aim was: • To identify lacunae in the existing Education Training Business and to devise methods for overcoming the same. • To devise ways and means for cutting down unwanted cost of Education and Training Business and to improve customer satisfaction and revenue generation. • Planning a domestic call center for NIIT.

Dec'2000-Jan 2002 NIIT LTD. Group Leader System • Ensuring smooth running of center through a team of 16 Team Member • Ensuring training of faculty and related staff • Taking batches as and when required • To maximize revenue generation for the center through upgrades from existing students • Planning strategies for ensuring maximum fresh registration for the center. • Ensuring maximum placement for the students • Reporting to the Territory manager of NIIT

September 1998-November 2000 NIIT LTD. Faculty • Taking 5-6 batches of students on a regular basis. • Ensuring high level of student satisfaction• Promoting business/revenue generation in the center by ensuring maximum upgrades from my batches of students • Was assigned the task of a mentor for few faculty