Training Administrative Manager
al-futtaim
Total years of experience :18 years, 11 Months
To ensure the operating expenses are within the academy’ budget
Design, develop and regularly generate Academy’s monthly Financial Performance Reports for Management and stakeholders
To recruit, manage, develop, motivate and monitor the performance of the Automotive Academy Administration Team
Hold overall responsibility for the day to day planning and scheduling of the Automotive Academy Team activities
To provide effective administrative support to ensure training is delivered to support the Academy business requirements
Promote adherence to company and distributor policy and procedure compliance
Comply with occupational health and safety, operational standards and Sales & Aftersales support training activities
Ensure personal compliance with Automotive Brands and adherence to all distributor policies, related to training
2
Develop, update and maintain the automated training administration system and records e.g training course, database participant billing, resource rental purchases, assets inventory etc.
Prepare reports covering performance Vs. budget, staff utilization and future resource needs
From July 2004 to March 2013
Partner Performance Analyst for Vendor Operations and Services
(June '10 till March '13)
• Responsible for overall service delivery of the vendor such as service level agreements and expectations with various stakeholders across sites
• Data review, analysis and validation focused on identifying performance trends, highlighting process
outliers, process gaps, rejects analysis, process efficiency and other KPIs
• SPOC for aligning policies & procedures as well as contractual and pricing discussions
• Prescriptive and forward looking analysis for the vendor to improve performance
• Review and publish scorecards on a monthly basis
• Quality Monitoring and Reporting
• Ad hoc reporting and project work
• Performance analysis against budgeted and forecast numbers
• Recommendations on improving reporting formats
• Manage and maintain the database and lend analytical support to help business meet the pre-defined Compliance and Customer Satisfaction goals
• Supporting the end-to-end quality monitoring process to ensure guidelines are adhered
• Delivered up-skilling training and conducted the ‘Proud to be at Amex’ - New Hire Orientation training for batches joining the various processes
• Designing and developing Participant guides and Facilitator guides while adhering to instructional design fundamentals
• Evaluation of various trainings programs at different stages of ADDIE methodology (Instructional Design), Designing, administration and interpretation of Amexcellence Survey results
• Handled the end-to-end of the training including the curriculum, assessments and monitoring
• Perform the Customer satisfaction analysis at the portfolio level of all the samples (Fair, Poor, Good, Very Good and Excellent) along with Card member commentaries
• Publish analysis and report on root cause of poor Cardmember feedback
• Share best practice and develop new strategies to ensure goals and targets are met
• Observe, measure, coach and monitor learner’s performance, maintaining reports like EWS, 1:1 etc.
• Monitoring, maintaining (updating), designing and reporting of the Learning Management System (LMS)
• Single Point of Contact for Customer Focus Sales training delivery and execution
• A Level in Spanish, Instituto Cervantes, New Delhi, India, 2012 3 TRAINING ATTENDED • Interview Skills Workshop • Situational Leadership • Coaching & Feedback Workshop • Effective Business Communication • Time Management • Six Sigma Fast Track • "Fred Factor" • Presentation Skills
• Bachelors in English, Hindu College, Delhi University, India, March 2002
• Delhi Public School, New Delhi, India, March 1999