Suhasini S

Experience

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  HeroITES

  Nov 2002 - Dec 2006

  Team Lead Manager

  Worked in International Banking processes - Credit cards (Providian Bank / Chase / Capital one). Joined as Customer Service representative & then moved to the position of a leadImprove teams productivity by adherence to published SLA standards on a continual basis. Deliver on agreed hours target for Team. Manage effective hours performance.Attend calibration sessions with quality and variance to be within the specified target. Conduct call audits for team members on a regular basis & provide constructive feedback for improvement.Deliver briefing and updates to ensure process compliance. Contribute to Knowledge Management and share best practices across projects. Show less

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  I Energizer , Noida

  Dec 2006 - Nov 2007

  Assistant Manager

  Handled a UK travel process (Expedia) managing voice & back office lobsDaily tracking of performance & ensuring process KPIs are metWeekly review with team members discussing performance & mentoring them to maximize their capabilitiesEnsuring dissemination of process / product updates to the floor within timelines and conducting dip checks to gauge the understanding Refreshers conducted for bottom quartile resources & efficacy mapping at regular intervalsImprovements projects done on critical process metricsMonitor and control attrition through one-to-one sessions. To motivate team members through career progression & to ensure timely resolution of issues of team members.Reward and recognitions within the team to motivate & recognize efforts Show less

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  Tech Mahindra

  Nov 2007 - now

  Have expertise in various domains (Ecommerce, Fin Tech, Telecom, F&B, Travel, Insurance and BSFI). Managing training & development for a large portfolio Pan India. Current span of control is 4000 + FTEs.Key Achievements – Successfully handled ramp ups/sale periods by delivering new hire batches as per specified timelines & ensuring new resources meet the process KPIs.In a F&B account a project was run to reduce IGCC (Instant Gratification Customer Compensation) errors as it had direct impact on the process revenue. From Jan – April23 there has been 70% reduction in the errors. In a Fin tech account, a project was undertaken to improve process quality scores.we were able to move A category resources from 11% to 43% and reduce D category from 53% to 18%. This brought 8% jump to the overall quality score of the process.“Level Up” project was initiated by training team to prepare on floor advisors for trainer role. Extensive curriculum & training plan created. 60% of the covered population was got elevated as trainers. Implemented automation tools (Genie, Decision Tree, Briefing Tool & Simulators)Key responsibilities – Regular meeting with functions owners to identify training needs. Analyzing needs to develop new training programs or modify existing onesStrategic alignment of the team with business goals. Regular reviews with External & Internal stakeholdersFocus on deliverables to ensure that profitability and client satisfaction goals are a priority. Monitoring & evaluating training programs effectiveness & ROI periodically.Process improvement projects conducted focusing on critical business KPIs.Spearhead all client communications to calibrate with clients expectations & deliver accordingly. Coordination with leadership for skill enhancement of junior levels & middle management. Develop training and talent improvement strategies to meet business goals & objectives. Ensuring smooth client management.Involved in new business prepositions Show less Managed a large Telecom account at pan India level. Handled voice, back office & Email lobsDesigning learning content and programs to enhance training effectiveness.Standardizing process SOPs & workflows for continual improvementVideos prepared on tool navigation. These video-based learnings were implemented in new hire training as well as other training interventionsLearning content & reference material designed using simulations, video & audio modules, case studies, informative nuggets & mobile learningProviding learning and development opportunities to team members to maximize staff potential and enhance job performanceExecuting skill enhancement training for advisors at regular intervals. Programs conducted for junior & middle managementRegular internal reviews with training team discussing the performance and way forwardTrain the Trainer program conducted for trainers on techniques and skills required for effective delivery of training and dealing with employ Show less Responsible for New Hire training performance (FPA, Certification, Throughput, Attrition %)OJT & 0-30 execution and ensuring targets are met for all the metrics (External & Internal quality, TNPS, ACHT & productivity)Attrition control during the initial stages by keeping new advisors engaged & motivatedBottom Quartile Management Conducting TNI & TNA to fix knowledge and skills gaps. Regular monitoring and tracking of training effectiveness basis bucket movement, overall score and agent improvement. Retouch basing done wherever neededDissemination of new process & product updates on the floor within timelines followed by detailed dip checks to check for accuracyUpdation of product / process changes in the knowledge portalWeekly & monthly product knowledge quiz conducted to gauge the understanding of advisors & supervisory staffBatch audits conducted in regular intervals by training manager & evaluation of trainers on facilitation skills & overall training delivery Show less Handled UK Telecom process (Orange) for Noida & Belfast locationResponsible for New hire training & other interventionsWeekly & Monthly performance tracking & discussion with team members. Develop action plans to address development areas within the team.Conducting trainer audits in batches at regular intervals & providing constructive feedbackQuarterly evaluation of trainers on facilitation & training deliveryPreparing review decks for internal & external stakeholdersTo be part of call listening & calibration sessionsConduct process knowledge quizzes for the entire floor to gauge the knowledge levelDissemination of process / product updates and critical changes Show less

  • Associate Head Training

    Apr 2022 - now

  • Sr Manager Training

    Jan 2016 - Apr 2022

  • Training Manager

    May 2010 - Dec 2015

  • Assistant Manager Training

    Nov 2007 - May 2010