Bhagyashree Dey
Team Lead – Training, Quality & Governance
Talent
MumbaiMember since July 11, 2026
Strategic communication & stakeholder alignmentTraining design & delivery for diverse audiencesProcess documentation, review presentations & reportingBOT & assisted workflow scriptingRisk anticipation, escalation handling & compliance managementCreative writing for rituals, farewells & team engagement
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Strategic communication & stakeholder alignmentTraining design & delivery for diverse audiencesProcess documentation, review presentations & reportingBOT & assisted workflow scriptingRisk anticipation, escalation handling & compliance management
About
Spearheaded governance initiatives, embedding codes of conduct and ethical practices across operations. Designed and delivered leadership, vendor, and frontline training programs with measurable impact.
Directed multiple strategic projects: ML Calling, HR, ABND, GNS, Sales Disbursement, Settlement Verification.
Experience
Team Lead – Training, Quality & Governance at L&T Finance (2019-01 – Present)
- Spearheaded governance initiatives, embedding codes of conduct and ethical practices across operations.
- Designed and delivered leadership, vendor, and frontline training programs with measurable impact.
- Directed multiple strategic projects: ML Calling, HR, ABND, GNS, Sales Disbursement, Settlement Verification.
- Expanded external partner management from 4 to 15+ call centers, 10+ collection agencies, and 1 quality auditing partner.
- Handled high-priority customer complaints from RBI, MD, PNO, and customer care with clarity and empathy.
- Awarded "Wall of Fame – Best Performance" (Sept 2025) for outstanding leadership and impact.
Education
Bachelor of Commerce – Mumbai University
Skills
Team LeadTrainingQuality & Governance
