Greater Bengaluru Area
Experienced Training and Development and Operations Manager with over 15 years of experience in designing and implementing training programs, managing day-to-day operations, and leading cross-functional teams to drive organizational success. I recently delivered Leadership training to our client's based in the US and Netherlands. As a Training and Development Manager, I have a proven track record of developing and delivering comprehensive training programs that align with business objectives and meet the needs of diverse audiences. With expertise in instructional design, adult learning theory, stakeholder management and project management, I've created engaging and effective training solutions that maximize learning and retention. I'm also proficient in virtual training delivery, having developed and delivered remote training solutions to meet the needs of a remote workforce. As an Operations Manager, I'm skilled in managing day-to-day operations, ensuring that processes are efficient, effective, and aligned with organizational goals. Led cross-functional teams by collaborating with key stakeholders and implementing best practices to improve business outcomes. Through my experience as a Training and Development and Operations Manager, I have honed my leadership, team management, and communication skills. Passionate for continuous improvement and a commitment to excellence, I strive to drive organizational success through effective training and development and streamlined operations.
I engage with stakeholders to achieve organizational objectives, develop and implement community plans, and support business leaders and community champions. I monitor progress against benchmarks, identify subject matter experts, and promote the effective use of collaboration tools. Additionally, I manage Knowledge Services, lead discussions on Knowledge Management solutions, guide the principles of the Knowledge Framework, and oversee content gap analysis, harvesting, curation, maintenance, and creation, ensuring comprehensive and up-to-date resources.
As a Global Leadership Facilitator at Accenture since June 2023, I was selected to join the prestigious Accenture Root Global Leadership Facilitators team. In July 2023, I completed the Train-the-Trainer program in the United States, equipping me with advanced facilitation and coaching skills. In addition to delivering leadership training, I bring strong executive coaching experience, having worked closely with C-Suite leaders across APAC, the US, and Europe, supporting them in role enhancement, strategic thinking, and leadership effectiveness. I have conducted leadership training sessions for mid-senior and senior managers at Accenture’s clients in Amsterdam, receiving positive feedback and contributing to their professional growth. Additionally, I am responsible for delivering business communication and leadership training to mid-senior and senior managers across Accenture, enhancing their capabilities and driving organizational success.
As the Learning & Development & Operations Lead, I have driven significant business growth for multiple Diamond and Platinum Clients. My interventions have scaled organizations from 20 to over 300 employees, earning consistent positive feedback. I have led content management, content creation, training delivery and operations, ensuring seamless L&D execution. I have also created and put in place training programs that help employees grow and Accenture succeed.
Monitor and provide feedback on neutral accents and soft skills to associates on the production floor. Motivate and encourage the team to improve their performance. Focus on improving the call performance of the bottom 30% of the population. Ensure an overall improvement in CSAT (Customer Satisfaction) and WOW scores, driving customer centricity. Conduct regular refresher training and voice gyms for associates. Perform pre-process and client assessments to prepare the team effectively. Participate in team huddles to give updates on soft skills and foster a collaborative environment. Network with the team, operations and other divisions as needed. Engage in the calibration process to align communication trainers, team leads and quality assurance. Develop and customize training content, updating existing modules to keep them relevant. Maintain training records and report trends and data to support continuous improvement.