Education

Education
May 1998 - Aug 1999

Post Graduate Diploma in Marketing Management

AnnaMalai University

Specialization in Marketing Management

Jul 1994 - Aug 1997

Bachelors in Science

Rajasthan University

Specialization in Botany, Zoology & Chemsitry

Work History

Work History
Jun 2013 - Present

L&D Business Partner

Hewlett Packard (HP)

I manage training for the entire Employee & Customer Life cycle for the Financial Accounting  Tower. Additionally I am also leading some of the Key Global Projects. Few of the Projects I am driving are around – building Operation Capability for Front line Managers, New Hire Certification Robustness, building Communities of practice across regions, Structured Career Development for employees at all levels by providing learning path based on the Competencies required for the roles & building F&A Domain Capability. Additionally I have also been involved in Global projects to help drive SOW and Billing Simplification (Metrics Rationalization) for one of the BU’s within HP.

Key Responsibilities:

 Client Relationship Management – Engaging and partnering with Internal Clients to map the Training needs for existing employees and New Hires.

 Worked with Transition, IT teams on multiple Projects to ensure smooth Knowledge acquisition and Knowledge Transfer.

 Managing Training Engagement in the complete Customer Engagement Cycle starting from Inputs to RFP, Due Diligence, Transition Analysis, Knowledge Acquisition strategy, Knowledge Transfer, On Job Training, Supporting Go Live, Stabilization / Steady State / BAU Training's & finally Training support during Optimization / Transformation stage.

 Managing New Hire Training starting from Induction of New Hires, Pre-Process, Product / Process Training, On Job Training & BAU (on floor) Training.

 Driving Projects to help build Competency for Structured growth for first line Managers and also driving programs for mid-level Management team.

 Managing Business as Usual Training's like Refresher Training's, Update Training's (Change Management), Outlier management Training & Development Training's.

 Managing other Training allied Activities like Content Development, launching New Training Products and Knowledge Assessments.

 Managing Training effectiveness by using tools like Quality Audits, Process Excellence (Training throughput, Training timeline adherence) & Trainee Management (Trainee feedback, Coaching Sessions & Retention Management).

 Implemented CAPA (Corrective Action – Preventive Action) Methodology in Training.

 Implemented Knowledge Management solution in Training.

 Partnering with External Vendors (like CIMA, ACCA etc.) to build Domain, people and leadership capability for HP employees.

 Drive Projects across all regions to help improve New Hire Certification Robustness, Leadership Development Programs for mid-level Managers & Domain Capability.

Jun 2008 - Jun 2013

Manager - Talent Transformation

Wipro BPO

I was managing training for the entire Employee & customer Life cycle for two different line of Business within Wipro BPO – HRO & Supply Chain Management. The Client base includes clients from Retail, Banking, Telecom, Publishing, Energy and Healthcare Industry.

Key Responsibilities:

 Client Relationship Management – Engaging and partnering with Clients to map the Training needs for existing employees and New Hires.

 Worked with Transition, IT teams on multiple Projects to ensure smooth Knowledge acquisition and Knowledge Transfer.

 Managing Training Engagement in the complete Customer Engagement Cycle starting from Inputs to RFP, Due Diligence, Transition Analysis, Knowledge Acquisition strategy, Knowledge Transfer, On Job Training, Supporting Go Live, Stabilization / Steady State / BAU Training's & finally Training support during Optimization / Transformation stage.

 Managing New Hire Training starting from Induction of New Hires, Pre-Process, Product / Process Training, On Job Training & BAU Training.  Driving Projects to help build Competency for Structured growth for first line Managers and also driving programs for mid level Management team.

 Managing Business as Usual Training's like Refresher Training's, Update Training's (Change Management), Outlier management Training & Development Training's.

 Managing other Training allied Activities like Content Development, launching New Training Products and Knowledge Assessments.

 Managing Training effectiveness by using tools like C-sat, Quality Audits, Process Excellence (Training throughput, Training timeline adherence) & Trainee Management (Trainee feedback, Coaching Sessions & Retention Management).

 Implemented CAPA (Corrective Action – Preventive Action) Methodology in Training.

 Implemented Knowledge Management solution in Training.

Key Highlights:

1. Wrote a Whitepaper Conceptualizing a New Training model called Unified Training Model to help improve the New Hire Training. Deployed the Unified Training Model in Back-office Business. This led to Organizational Benefits around Reduced Training Cycle time & Improved Training Quality. This Whitepaper got recognized as the Premium Content and got published to the larger Wipro fraternity.

2. Wrote a Whitepaper on how to design structured On-Job Training programs. This got recognized as the Best Whitepaper across Wipro and got published on the Wipro LMS. 

3. Conceptualized & deployed Blended learning in Pre-Process training leading to $ savings for Organizations and improved learning environment for New Joiners. Successfully completed Lean Project to showcase the Project Benefits. 

May 2007 - May 2008

Operations Manager – Financial and IT Services (IT- Recruitment)

Collabera (Formerly known as Global Consultants Inc.)

I was the Delivery lead for 7 Financial Services / BFSI Accounts and IT Services Accounts. Accounts like – AIG, Met life, New York Life Insurance, Nationwide, Lehman Brothers, Credit Suisse and EDS. I had a Team of Recruiters who would work on the IT Requirements / Positions from these Accounts and try to close good candidates for the Positions released by our clients. I was responsible for an end to end Delivery for these Accounts from Collabera Office @, Vadodara Office.

 Client Relationship Management – Interface with the FS team in US to ensure that service delivery is as per expectations and meets the standards.

 Setting up the new organization structure which includes appointing team leaders to equip the team for future ramp ups through external interviews and Internal Job Postings

 Monitoring Client SLA and ensuring systemic, process and interaction compliance.

 Attending weekly team meetings including recruiters, sales and staff admin and helping solve holistic issues, systemic or process issues. Include documentation and tracking issues as it relates to process. Impartial evaluations

 Monitoring Recruiter / Team Lead KRAs and working with them to ensure compliance  Performance Management - Designing performance scorecards for the agents and team leaders

 Created Process Standardization documents like Process Map’s, Checklists and ensured adherence to the same.

 Manpower Planning: Work with the U.S Team to determine and plan for headcount. Handling recruitment's, promotions and training of manpower in order to develop successful teams.

Mar 2003 - May 2007

Assistant Manager

Wipro BPO Solutions Ltd.

My career in the BPO industry started with Wipro BPO. I started with a Technical Account – Dell. I was certified as a Dell Technician for Desktop Support. I was with the Operations Team for almost 1.7 years at the New Delhi Wipro BPO Facility. After which I moved into Training where I was managed Clients like Dell and Bell south. I worked as a Technical / Product / Process Trainer for 1.2 Year and then I moved to take over the Role of Assistant Manager (Training Lead) for Dell Account. I had a Team of Technical / Process Trainers reporting into me and my Primary Responsibilities would include: Process standardization, Documentation standardization, Ensure quality of Training.

 Conduct Floor / Operation Training for Agents on the Floor

 Design Curriculum in accordance to the Client’s requirement

 Maintain Training Database.

 Maintain all Reports pertaining to Dell Training.

 Single Point of contact for Client and Ops interactions

 Manage team of Process Trainers. Ensuring the Performance reviews of my Team members including their Appraisals was my key responsibility.

 Reviews: Lead Monthly/Quarterly Business Review discussions with Customers.

 Conduct TNI on the Operations Floor and device customized Training Plans based on the observation / findings.

Key Highlights:

 Awarded with Dell Customer Experience Champion Hero Certificate as an Associate.

 Developed Several Networking Modules in the Dell Training Curriculum and were implemented in the curriculum across Locations in Wipro BPO.

 Completed a Lean Six-Sigma Project to help improve the Shared Server Space.

 Completed E-Learning certification (Business Communication) @ Wipro.

 Implemented New Ideas to help improve the Training Function and became an integral member of Wipro Pragati Team.

 Created SOP and Process MAP’s to streamline Internal Processes / Standardization.

Jul 2002 - Mar 2003

Asst. System Administrator

Fortune Info Tech Ltd.

 Integral IT team member providing network support and administration of 600+ multi company users including troubleshooting and administration of windows 2000 server, SQL server, Windows 2000 Professional, User accounts/Permission, File/Print server  Severs performance optimization & Monitoring, Connectivity issue

 Configuration of Internet leased line, T1 line and configuration of router.

 Vulnerability fixes of windows 2000 server, SQL server, and Cisco router. Windows 2000 server,

 Active directory Installation, Group policy implementation DNS, DHCP, WINS server Installation VPN server Configuration Remote installation services

 ISA Server Firewall, Proxy server, IIS server and FTP sever Installation

 Configuration of Cisco routers 25xx, 26xx, 17xx Installation & configuration of Cisco Switches 35xx series. Troubleshooting of T1 line, configuration of ETU H1 modem, Leased line modem

Oct 2001 - Jun 2002

Training Officer

Advance Training Systems

 Managing the Network comprising of around 50 Nodes with O.S as Windows NT 4.0 and 2000.

 Installation & Configuration of Cisco 1700 and 2600 Series Routers at basic level.

 Performing User Management over Windows NT & 2000.

 Vendor management & First line call Resolution.

 Ensuring Virus free environment in the Network.

 Imparting Training to Corporate Batches on CCNA 2.0 & MCSE 2000.

Jan 2001 - Oct 2001

Network Administrator

Reliance Industrial Products & Group of Companies (RMCL)

 Managing the Network comprising of around 80 Nodes with O.S as Windows 2000.  Installation & Configuration of structured cabling. Setup involved Crimping & Patch panel.

 Performing User Management over Windows 2000.

 Troubleshooting over Print services, backup management & strategy.

 Vendor management & First line call Resolution.

 Ensuring Virus free environment in the Network. Taking preventive measures for Virus Scans. Regularly updating the Virus definitions provided by the Application Vendors.

 Submitting weekly & monthly report over Network Uptime/Downtime, Viral infections to the EDP Manager.

 Maintaining documentation for User Accounts.

Skills

Skills

Project Management

I have led several Cross Functional & Global Projects at an Organization level ranging from Capability Development Projects to KPI & SOW simplification projects

New Hire Training & Certification 

I have done extensive work in the area of New Hire Training optimization leading to more efficient Training Models with reduced Cycle time. I have written several Whitepapers on Structured On Job Training & New Hire Training Model (Unified Training Model)

Capability Development

This has been one of my forte as I have lead several Capability Development Programs for employees at Junior & middle management. Whether its in a the area of building Domain Capability or Business Acumen or Leadership capability

Knowledge Management

Experience in the entire KM Cycle i.e from Creation / Acquiring Knowledge till storage & dissemination of Knowledge through structured channels. Specific focus on Capturing & disseminating Tacit Knowledge through structured channels in an organization. 

Learning & Development

Led several Programs around Capability Development focusing on structured Career progression, Building Domain Capability, Operational Capability for Front Line Managers, Leadership Development Programs etc.

BPO

12 + years of Cross functional experience (Operations & Training) in the ITES - BPO & Shared Services Industry

TOTAL

I have a Total work experience of 14 years; of which 10 + years in Training & Development with Specialization in Knowledge Management, New Hire Training & Capability Development.

Certifications

Certifications
Jan 2000 - Dec 2000

Cisco Certified Network Associate (CCNA)

Cisco
LAN, WAN - Network Management
Aug 1998 - Aug 2000

Global NIIT (G-NIIT)

NIIT
Software Development - Computer Programming languages like C, C++, Visual Basic, HTML, D-HTML, Visual C+ etc.
Jun 1999 - Jul 2000

Microsoft Certified Systems Engineer - Windows NT 4.0 & Windows 2000

Microsoft
Microsoft Windows Operating system + Networking Expert
Jun 1999 - Jul 2000

Microsoft Certified professional - SQL 7.0

Microsoft
SQL Database Administration