Training Manager

Purva Sachin Halgekar

A Commerce Graduate from Symbiosys, with 6 years of experience in Training, Migrations, Documentation & Manpower Allocation.

Professional Experience:

Aegis BPO, Pune Manager Training April 2011 till Dec 2011

Job Profile:

• Heading Training for Telecom, Non Telecom & Insurance Processes

• Supporting Siksha - Soft Skills vertical for regional training & “ACE” Behavioral Training Wing

• Direct Reportees - 7 trainer, 2 Lead trainer & 2 Assistant Managers

• Reporting – Centre Head

Roles and Responsibilities:

• Manpower Allocation & Ramp planning

• Develop strategies for reducing attrition amongst the New Hire batches

• Documented monthly performance review of Assistant Managers and Trainers Review Performance of the KPI’s

• Work closely with the Operations Managers/Process Owners to develop plans for improvement in performance

• Examining existing training modules and determining efficient strategies to meet training needs

• Ensure compliance with internal policies and procedures, external regulations and information security standards Requirements

• Conduction Compliance & BAB Audits for the site

Projects & Achievements:

• Initiated Pre Hire Trainings (Soft Skills & Personality Development) for HR rejects; this helped the centre to hire better candidates & meet number requirements

• Revised Training Methodology & Certification for Loop there by achieving 75% Training Quality as per COPC standards

• Supported training for off site locations for – Kotak Mahindra Life Insurance

• Initiated project San Rachna which involved the clients for Trainer Up skilling & Development

• Rollout & implementation of Training Strategy Document for last 2 quarters.

Aegis BPO, Pune Assistant Manager Training Aug 2009 – April 2011

Job Profile:

• Managing a team of 6 trainers

• Conducting/Facilitating Pre Process & Process Training

• Reporting – Sr. Manager Training

Roles and Responsibilities:

• Maintaining Training Dashboards, Daily Attrition & other Training Related MIS

• TNI & Scheduling Refreshers

• Conducting Trainers Evaluations, Teach Back Sessions, Batch Audits

• Roll out of monthly Job Knowledge Quiz-ensuring 100% compliance & publishing Dashboard for the same

• To co-ordinate with other support functions like transition, operations, quality, hiring, on process requirements

• Directly responsible to meet all agreed SLA's for the team & process.

• Responsible for associate hiring as per specific skill set & Customer requirement. Designing MSL for the process

• Monthly / quarterly / yearly reviews for Trainers

• To mentor new trainers

• Ensure implementation of the training curriculum successfully and in a timely manner and to conduct training sessions

• Responsible for building an excellent training delivery team

Projects & Achievements:

• Sales Trainings Conducted for Kotak Line Insurance, ICICI Prudential

• Restructured Training methodology for DOCOMO

• Realigned training methodology to help meet Operational KPI’s, Training Quality improved from 15% to 83% for DOCOMO

• Managed the Quality & Process Excellence for DOCOMO for a period of 5 months

• Created & Managed excel based KM Tool for TATA process. Was a key contributor in the pilot phase

• Promoted as Training Manager in April 2011

EXL Services Pvt. Ltd., Pune Process Trainer Jan 2005 – March 2007

Job Profile:

• Conducting Pre Process & Process Training

• Work allocation & monthly MIS

Roles and Responsibilities:

• Providing floor support, authorizing payments, giving process updates & co-coordinating with UK trainers for stabilizing the process.

• Giving quality feedback, doing sample quality checking to identify the gaps in the process knowledge

• Handling day to day administration of the team. Team size – 15 – 25 Associates

• Developing training manuals, skill enhancement projects & developing different programs for improving the quality of the team.

• Allocation of work, inventory tracking & preparing monthly reports for the team.

• Capacity Management & Utilization of team

Projects & Achievements:

• Was a part of a Green Belt Project called – NUL Re-engineering project. For reduction in end to end turnaround time for each transaction

• Restructured the Lapses Process for NU Conventional policies for the Norwich Portfolio. This reduced the training time from 45 days to 2 weeks

• Cross trained the team so that the team was multifunctional; this in turn helped to churn out more policies per day & provided optimum utilization of resources

EXL Services Pvt. Ltd., Pune Customer Care Executive – NU Personal Lines Jan 2004 – Dec 2004

Job Profile:

• Processing NU Household & Motor Insurance Policies

• Making out Bound Calls to the Brokers in the UK for missing information, matching premiums etc.

Roles and Responsibilities:

• Processing policy documents including new business, mid term amendments, lapses & reinstatements

• Generating Premium Quotes & settling the final premium the brokers

• Making outbound calls to the brokers for any premium mismatch

• For reducing the number of referrals to UK carried Query QC for the team

Projects & Achievements:

• Was the Subject Matter Expert for the process & documented the process that was outsourced to India

Promotions & International Exposure:

• Process Migrations - Was selected as a Process Mapper & traveled to UK for documenting various NU Processes.

This involved understanding the process flow from the SME in UK & then preparing the DTP.

• Process Trainer -Was promoted as a Process Trainer & traveled to the UK in Jan & Feb 2005 for further training.

This involved traveling to three client sites i.e. York, Norwich & Glasgow and getting hands on experience on all the processes.

Preparing process notes, training manuals and SOP’s with the help of the UK trainers.

Call Us – (Tata Indicom Out Bound Calling Department) CSE In-charge July 2003 to Dec 2003

Job Profile:

• Handling a team of 8 members

• Allocation of work, making monthly reports, meeting collection targets

• Was handling 8 markets all over Maharashtra including Pune, Sangli, Nasik, Nagpur, Aurangabad, Ahmednagar, Kolhapur and Goa.

Roles and Responsibilities:

• Making outbound calls to customers regarding new connections, complaints & collections

• Meeting team targets, preparing reports & calculation of incentives

• Conducting training of new recruits

Projects & Achievements:

• Joined as a Customer Care Executive & was promoted as a CSE In-charge is a span of 3 months

• Also worked as a voice resource for the Tata Indicom Call Centre

EDUCATIONAL QUALIFICATION:

B.COM 70.00%

Costing & Company Accounts Symbiosys College, Pune 2000-2003

H.S.C 82.00%

Commerce Symbiosys College, Pune 1998-2000

S.S.C 75.00%

Vikhe Patil Memorial High school, Pune 1994-1998

Additional Qualification:

• Completed CS Foundation Course

• Completed Diploma In Computerized Financial Accounting from Datapro

• Certified by AICPCU ( American Institute Chartered Property & Casualty Underwriters)

• Completed Kaizen, Lean Manufacturing, YB & GB trainings

• Completed Train the Trainer Level I from NIS Sprata & E Doors

• Completed all mandatory trainings including Communication Skills, UK Culture, Voice & Accent, Feedback Skills & Team Bonding

• Currently pursuing PG in Training & Development from ICFAI

Extra Curricular Activities:

• Travelling, Listening to music & dance

• Participated in various state level dance competitions

References: Will be provided on request

Date: Purva Halgekar

Place: Pune

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