• Spearheading the complete Learning & Development functions for Premium Support & Customer Support at PAN India level Managing the complete Training function for Amazon Web Services• Functioning in close collaboration with Global Training Team for Content Development, Leadership Training, Assessment & Technical Training (Big Data, Linux, EC1, EC2, Database, Windows, etc.)• Creating overall strategy and roadmap to deliver on a robust learning & development agenda that is aligned with business needs Providing strategic & thoughtful leadership to frame and execute L&D and Organizational Development interventions supporting the fast-growing production of the organization• Developing a Competency Model which will link to both learning & development strategies for the employees Structuring the OLT Vs. ILT to get optimal benefits of utilization (This resulted in less numbers of man-hours)• Understanding the trends, identifying potential opportunities& gaps leveraging external best practices & applying the same Evaluate, design & execute innovative & engaging approaches towards training with the team• Providing monthly feedback & coaching to the Program Managers for their performance & delivery

Highlights: -• Exhibited attentive regard of administrative detailing, developed operational & business policies and delivered recruitment & corporate training solutions for multinational clients• Facilitated the achievement of bottom-line results by reducing operational costs, effectively distributing workload and implemented quality control procedures for the internal team• Established long-term partnerships with key stakeholders to drive business by acquiring new business along with the clients' retention Monitored & guided the team in designing customized training programs & contents and ensured if initiatives are aligned with the organizational goals and culture by utilizing contemporary, learning tools and methodology• Collected and collated program feedback; performed value added analysis for enhancing program effectiveness through pre and post training assessments; ensured follow-up sessions for better training retention• Participated in business reviews involving learning objectives, alternative delivery success rates, assessment scores & training• expenditures and contributing towards developing & implementing a long-term growth strategy to maximize ROI• Led employee training functions by monitoring competency grids & identifying training needs for skill/competency up-gradation Conceptualized short & long-term strategy for training’s ensuring implementation of various training interventions/ projects from time- to-time within defined SLA done through train the trainer programs for regular trainer updates• Gathered training feedback and performing value-added analysis for enhancing program effectiveness

• Highlights:• Led a team of 16 Trainers/ Sr. Trainers & Voice coaches across PAN India; prepared development and behavioural training modules as and when required• Won training solutions bid, and acted as POC for 360 degrees pitch• Monitored and maintained the P&L and the MIS of all India operations, ROI for each of the clients Maintained KPAs of each team member and devised PIPs accordingly

• Led a team of 8 Trainers and ensured process performance improvement (top 2 SLAs) for the projects at Hyderabad Site Engaged in content development, successful delivery and pre to post-training effectiveness (communication training)• Monitored the KPAs for the Hyderabad and Chennai site for 5 months and then was deputed to Gurugram for training functionalities Steered a team of 12 Sr. Trainers / Trainers and coached at the Gurugram site• Maintained the BPMS and abide by matrix specified targets

Highlights:• Provided linguistics, soft skills & cultural training to new hires; • conducted Voice Assessments (Interviews) Developed weekly and monthly performance reports of the trainees• Prepared modules for the training and conducted need and gap analysis of the existing employees• Monitored training sessions of the new trainers and educated them to perform in line with the HSBC standards

• Senior Trainer – Linguistics & Soft Skills• Conducted through training need (TNI/TNA) and gap analysis of the existing employees• Prepared training modules for the New -hire training assignment & post OJT phase of an employee's life cycle.• Facilitated linguistics, soft skills, call flow, transactional etiquette & cultural training to new hires

• Effective linguistics & verbal capability development training for “New Hire Interns batch”• Customer service nuances and call flow• Comprehensive content and script Development to improve VOC/ C-sat• Different types of customers and management strategies to assist effectively• Mock calls, activity simulation to ensure new hires are ready to plug and play• Training and content retention evaluation• Training Effectiveness and ROI

• Developed yearly, quarterly & monthly learning & performance calendar based on TNA (Training Need Analysis)• Formulated lesson plans & managed the facilitation of training interventions• Drive implementation of training deliverables such as new hire training, transition piece and floor support classroom training programs • Prepared a suite of low or no-cost learning & development options such as contests, product quiz and teasers etc• Maintained continuous communication with stakeholders, HOD’s by apportioning best practices, enhancing access to development opportunities and fortifying quality in practice/approach / Communication• Managed the gamification of training• Steered learning approach and evaluated the outcome of learning interventions

• Provide accounting information and assistance to corporate card members in order to manage accounts well.• Adherence to customer Service principles and soft skills for an excellent experience• To provide end to and solution to corporate clients and administrators regarding any dispute on a corporate account, reconciliation assistance, account enquiry. • To assist and promote new business enquiries • Provide solutions in service breakdown situations.