Niki

POST GRADUATION DIPLOMA IN BUSINESS MANAGEMENT

BUSINESS MANAGEMENT - INDIA, MUMBAI

BUSINESS MANAGEMENT AND HUMAN RESOURCES

BACHELOR IN COMMERCE

COMMERCE - INDIA, MUMBAI

COMMERCE, ORGANISATION COMMUNICATION

DIRECTOR - TALENT DEVELOPMENT

LEADERSHIP - INDIA, NAVI MUMBAI

o Create overall Learning Strategy and aligning to development needs of individuals, businesses & organization vision, strategy and objectives o Managing Internal Clients and ensure they meet their purpose and goals o Employee Development & Succession Planning Learning Projects o A role-model for the Team in terms of performance/ behavior/ attitudeLearning : o Create overall Learning Strategy and aligning to development needs of individuals, businesses & organization vision, strategy and objectives o Develop & apply methodologies and tools for evaluating the effectiveness of training activities o Ensure Skill based and Role based learning solutions are articulated well across the business, in areas of behavioral and leadership development o Develop and monitor training budgets / costs and optimize training investments o Be an internal trainer for our client specific programs o Develop interventions and programs that will help build the required capabilities and not just run training programs. I.e. focus on the 70 & 20 of the 70-20-10 o Successful in planning, implement and rollout Learning Management System (LMS) @ all locations Client interface: o Understand Clients’ specific Communication and Behavioral training requirements for each Operation o Build rapport with Clients through regular interactions o Fulfill client needs in terms of customer service and behavioral Training consistently and create platform to share initiatives with them o Liaise with other functional/departmental HOD’s/managers so as to understand all necessary aspects and needs of training, and to ensure they meet the objectives, purpose and achievements Employee Development & Succession Planning o Ensure an internal talent pipe line till the Asst.Manager level o Branding and developing in house program o Responsible for executing the entire behavioral training process, needs assessment, development and/or outsourcing of training programs, including content, delivering of training programs and evaluation of effectiveness of training. o Responsible for the management and continuous improvement of the program and content Team Management: o To work with team members in achieving training development goals to align with the company’s values, strategy and overall organizational effectiveness o Build effective vertical and horizontal communication channels o Coach and mentor team members by involving them in decision making process. o A role-model for the team in terms of performance/ behavior/ attitude

ASST.MANAGER - TRAINING

MANAGERIAL - INDIA, MUMBAI

o Ensure the process knowledge is up to date o Liaising with clients to assess business needs for training requirements / update o Handholding and Grooming new trainers. Ensuring the team is skilled to meet the clients’ learning requirements o SPOC for Induction Training, Ramp, Refresher training and New releases for the processi) Designation: Asst.Manager -> Training Process: Lumo Energy/US Collection (October 2008- January 2011) Process / Client related tasks: o Liaising with clients to assess business needs for training requirements / update o Conduct calibrations with clients on requirements and performance o Designing training & test modules based on needs o Maintaining regular correspondence with the clients to clarify process updates and percolate it to Operations o Resolve issues pertaining to process knowledge with clients Team tasks: o Conducting interviews & coordinate with HR for recruiting trainers o Guide the trainers to measure training effectiveness and ascertain trainees’ learning curve o Counsel and guide trainees who are off –track o Nominate developmental workshops for trainers to enhance their skills Other tasks: o Completed projects assisting other processes to streamline their resource development training departments ( railway reservation , credit bureau and healthcare processes) ii) Job Responsibilities as a Sr. Training Officer Process: Barclaycard Virtual Contact Centre (July 2006- Sept 2008) o Single point of Contact for Induction Training, Ramp, Refresher trainings and New releases for the process o Interacting with clients & follow up on a regular basis for every new training project o Mentoring New Trainers – Planning their day, training period, regular feedback on delivery after their periodic observation in the batch iii) Job Responsibilities as an On the Job Team Leader & Training Officer for HSBC Internet( Kana) (June 2004 – June 2006 ) o To assist the associates process emails in a learning environment as compared to the classroom environment o Regular auditing of their cases and providing feedback about their performance in the learning period o Evaluating the associates’ overall competencies as well as reviewing the email writing expectations and initial coaching o Training every new batch required to support the function of customer service through Internet o SPOC for updating Training manual by interacting with clients & follow up on a regular basis o Participating in the Joint Monitoring Sessions with Stateside Quality Consultants o Participating in the Internal Calibrations once a week o Conducting refresher trainings based on the trend analysis report submitted by the Quality Department iv) Job Responsibilities as a Sr. Customer Service Email Processing Executive – HSBC Operations (January 2004 – May 2004) o Answering inbound email inquiries from customers in USA regarding their credit card accounts and advising them of their account balances, authorizations and performing maintenance o Maintaining outstanding email quality and productivity by ensuring that all emails are sent in accordance with the guidelines mentioned by the company thus ensuring no compliance issues