Jobin Jose

Designing and delivering end-to-end learning and development programmes within one of the worlds largest and most
complex regulated organisations — leading TNA, programme design, delivery, LMS administration, stakeholder
management, evaluation and continuous improvement across a 150+ person multicultural workforce.
• Developed and implemented L&D strategy aligned to organisational goals — conducting multi-level Training
Needs Analysis and translating findings into annual training plans, structured learning pathways and
development frameworks.
• Designed and delivered blended learning programmes using ADDIE methodology — combining e-learning
modules (Articulate 360), scenario-based digital content, virtual facilitation, classroom delivery and coaching
interventions.
• Administered SAP SuccessFactors LMS — managing content architecture, learning paths, user
administration, completion tracking and compliance reporting across all programmes.
• Evaluated training effectiveness using Kirkpatrick evaluation model — tracking pre/post confidence scores,
assessment results and operational KPIs using Power BI and Excel dashboards, presenting ROI data to
senior stakeholders.
• Partnered with clinical SMEs and operational leaders to co-design technically accurate, operationally
relevant learning content — navigating complex stakeholder dynamics to maintain quality and momentum
across all programmes.
• Identified high-potential team members for Learning Coach development — designing certification
pathways, delivering coaching skills training and building sustainable internal L&D capability.
• Built and maintained SharePoint knowledge repositories and training material libraries — ensuring
accessibility, relevance and continuous updating of all learning resources.
• Drove measurable outcomes: engagement 54%→89%, confidence 78%→91%, errors −85%, compliance
100%, satisfaction 92%.

Designing and delivering L&D programmes for a high-growth Mumbai commercial platform — covering Salesforce CRM
training, customer service excellence, onboarding, leadership development and performance improvement for 200+
employees across Sales, Operations and Customer Service functions.
• Designed and delivered Salesforce CRM training programmes for 200+ sales and operations staff —
creating structured SOPs, work instructions, digital simulations and ILT materials, achieving 90% post
training assessment pass rate.
• Built and delivered customer service excellence training covering consultative communication, product
knowledge, upselling techniques and service standards — directly improving customer satisfaction and
sales conversion outcomes.
• Designed and implemented a comprehensive 90-day onboarding programme using ADDIE methodology —
incorporating blended 70:20:10 learning pathways that reduced onboarding time from 21 to 15 days.
• Conducted TNA using CRM analytics, call audits and manager consultation — translating findings into
targeted training interventions aligned to business KPIs and performance standards.
• Managed vendor and content partner relationships end-to-end — coordinating scope, deliverables, quality
governance and compliance across all externally delivered training activities.
• Built learning culture initiatives including gamification, peer learning, knowledge-sharing campaigns and
Learning Coach certification — increasing engagement from 54% to 89%.
• Reduced attrition from 25% to 8% and increased first-quarter productivity by 40% through structured,
evidence-based L&D programme delivery.

• Delivered training programmes for 500+ associates across India and UAE operations — supporting
onboarding, systems training, customer service and performance coaching across diverse multicultural
cohorts.
• Provided cross-border training support for Dubai-based sales teams — adapting content for UAE market
requirements and delivering remote coaching across India and UAE locations.
• Maintained LMS records, training databases and performance trackers — producing management reports
and supporting continuous improvement of all programmes.
• Achieved 87% learner satisfaction and increased speed to competency by 34% through structured training
pathways.