Centralized Learning Program Manager
IBM India
Total years of experience :24 years, 3 Months
Valid US Business Visa B1/B2 till Aug 2027.
Attended the Americas Geo Learning workshop in IBM, NY (Headquarters). Invited to participate as part of learning & development operations and continuous improvements.
Program Manage Sales Education for New & Experienced Sellers for IBM North America.
Insight selling to the CxO
Financial Selling Executive Conversations
Global Sales School
C-Suite
Competitive Selling
Geo-expansion Sellers Boot camp for GMU
Work with clients and Business Learning Partners to support ongoing deployment of new and existing Sales Learning Programs.
Ownership of offerings end to end, for the programs and portfolios in North America (US & Canada)
Responsible for the execution of all processes and tasks associated with assigned offerings, including effective and timely communication to the Business and Sellers as appropriate.
Ownership of deployment of offerings, working with appropriate administrative teams to resolve any issues.
Ensure facilitator, venue, guest / executive speakers, resources have been assigned.
Ensure kitting requirements (program materials delivery to the location) have been met.
Work with Program Administrators to ensure the offering is successfully deployed and provide guidance as required
Initiate & process cost models for Business approval
Expedite requests via the Fast Path processes when supported by business justification.
Learner Special Needs (analyze/communicate with Learners/Learner Manager/Learning Support Site associate/Instructor as needed).
Use a strategic view of historical data to drive appropriate business decisions regarding the deployment of future offerings, including cancellation decisions.
Handling Learning & Development requirements for the EUS competency People Upskilling/Program Manage for Training, Certification & Development. Managing Learning related projects.
Achievements
Published Role-based Almanac (recommended learning) for the EUS competency.
Drive Up skilling projects for the competency.
Program managed ITIL certification for 200 managers/207 CTS & 100 Process Trainers/SME's across sites in Bangalore & Hyderabad
Program managed Facilitator T3 & certification Program in Bangalore & Hyd for 107 Process & Voice & Accent Trainers/SME’s.
Compliance reporting for the competency.
Work closely with HR-IST for employee & manager development training.
Functional Manager for a team of 10 trainers (working out of Hyderabad & Bangalore)
Roles & responsibilities
Conduct Train the trainer programs for in-house trainers. Training content audit/training delivery certification
Weekly call calibration with Trainers (of Helpdesk accounts in EUS-ITD-GD)
Engaged in Hiring for EUS accounts. V&A trainers conduct communication-related hiring (audit/feedback)
Handle Refresher training requests for existing EUS accounts.
T3 & certification on Language/Communication-related hiring for First Line Managers in EUS (interviews/weekend hiring)
Job Role: - Design and conduct classroom training for new hires and tenured professionals. Design Course Content on Voice & Accent (Phonetics, Grammar, Soft Skills, Campus to Corporate). Roll out the ITD-GD Induction Program for new hires at ITD.
Mentor and coach new trainers in the team & the BU on Voice and Accent and Customer Service training.
Coordinate, administer and drive E-learning language requirements like Global English in the competencies.
Networking with vendors for external training requirements and identifying need-based programs for training. Interview/Shortlist vendor trainers for internal training requirements.
Driving Top Talent Volunteer participation for Fast Forward Programs in all ITD-GD locations.
Process & language training, voice and accent neutralization training, include induction.
Responsible for transition of trainees to completely productive FTE’s.
Identify Training Needs, finalize Training curriculum.,
Impart Business and Language Skills training for a team of 40 sales staff handling web sales on different business verticals.
Lead generation and Business trends research.
Periodical appraisal of training to assess scope for further improvement in training delivery & curriculum
Responsible for recruitment of sales and voice-based processes (Coordinate assessment center for sales staff).
Job Role: - Process Associate
Assisting CSR’s-Handling Inbound Escalated Calls for the process. On-floor supervision, handling and resolving escalated inquiries ensuring improved CSAT scores.
Mentoring new hires
Conducting V&A sessions for bottom quartile (depending on internal requirements for the process)
Create company profiles, compiling market research reports for corporate and top executives across different business verticals