Accountable for understanding the training needs, designing learning strategies, developing relevant content and roll out the project.  Spearheaded content development framework and process implementation in the departmental SOPs for ISO certification Ranniti - program on Key Account Management; Conceptualized and developed in-house program on selling strategy for Kotak International Business o The success of the program was further replicated for Kotak Life Insurance Group Sales, Kotak Life Insurance Credit team and Kotak Mahindra Bank  Developed content and delivered training for Koffee with Customer program post intense research on current customer interaction and satisfaction levels. The program impacted in increased customer satisfaction levels and business retention. Executed TNA (training need analysis) across verticals like CSD, Group Business, Direct marketing, Alternate and TIED channels and analyzed learner profiles for roles of Advisors, Sales Managers, Branch Managers, Customer Service Officers and more  Created Computer based and instructor lead (IL) modules using instructional design principles post understanding learner profile and setting achievable objectives for training Engaged in planning and creating brochures, teaser campaigns and mailers for high end programs like PEP, Ranniti – Key Account Management, The X Factor and more Conducted Product training roll out for 18-20 trainers across geography over VOIP or intra-calling facility Held product training and specialized sessions on sales, communications, personal effectiveness, Conflict resolution, customer service for departments like underwriting, CSD, claims, Marketing and operations Facilitated quality audits in form of ISO as external auditor and PERM as internal auditor Opted for designing in-house artwork for logos, brochures and certificates to encourage creativity and save cost incurred if same was outsourced

Oct 09 – May 10 Manager – Agency Sales Training Feb 08 – Oct 09 Assistant Manager – Agency Sales TrainingResponsible for designing and delivering content for Agency Sales vertical of Tata AIA Life Insurance including understanding of training needs, creation and revamping of product training modules for sales team of 800+. Reporting to AVP – Training. Designed award winning IC 33 – IRDA based mandatory pre-licensing examination 5 day training program with activities and games to help advisors understand insurance concepts Contributed towards ramping up pass percentage from 42% to 76% and increased advisor attendance from 60% to 100% for the above training program Developed Advanced Financial Planning training using case studies and other activities for target audience of trainers, Advisors, Sales managers and Branch managers Conceptualized training programs like Pehla Kadam, Winning in Selling, Financial Planning, Induction & On-boarding programs for Business Associate (BA), Unit Manager (UM), Business Service Partner (BSP) verticals at all levels. Developed and conducted Train-the-Trainer roll out PAN India on product training for mix of Zonal Training Heads, Regional Training Heads and Cluster Training Heads Designed annual training curriculum in collaboration with VP Agency Sales – Training capturing roadmap for particular vertical from induction to mandatory/nomination based programs Received Momentous Award twice in succession for creative content design and delivery

 Set up overall training function in CRM vertical which included providing training to new recruits and specialized training sessions for existing employees Conducted product and process training Pan India and through web-con with offices in UK, USA and Dubai; held regular soft skills, performance enhancement and process oriented trainings Developed 4 hour module on Premium Membership based on gap analysis and feedback from quality team; boosted SLA level for such queries by nearly 45% post training Created training manual for ISO certification and conducted training sessions on communication, dining etiquettes, selling over phone and public speaking amongst others Achieved 3 promotions from Customer Service Executive (CRM) to Manager within 5.5 years