Deepak Khosla

Dynamic and results-oriented Learning & Development professional with 20+ years of experience across the hospitality, retail, and insurance sectors. Proven expertise in designing and delivering high-impact training programs that drive employee productivity, engagement, and business performance. Adept at managing multi-region training operations and mentoring trainer teams for consistent, quality delivery.

Senior Manager – Training & Development at Mahindra Holidays & Resorts India Ltd. (Club Mahindra) (2011-08 – Present)

Lead end-to-end L&D operations for Sales, Marketing, Channel Partners & Onsite Resort Sales across five regions.

• Drive TNA, induction, onboarding, OJT, capability development, and performance enhancement initiatives.
• Design and deliver high-impact modules covering Sales Excellence, Product Training, Soft Skills, Customer Engagement, Negotiation, and Leadership Development.
• Manage and mentor a team of 3 trainers to ensure consistent delivery quality and alignment with organizational objectives.
• Develop training calendars, learning roadmaps, certification programs, and structured coaching interventions.
• Monitor training effectiveness through KPIs, dashboards, assessments, surveys, and ROI-based metrics.
• Conduct focused coaching for Sales Managers, Team Managers, DSAs, Telemarketing teams, Collections, Member Relations & Channel Partners.
• Support new hires during onboarding to achieve baseline performance targets within defined timelines.
• Facilitate performance improvement plans for underperforming employees through structured coaching and feedback.
• Partner with business leadership to identify capability gaps and implement strategic learning interventions.
• Act as a bridge between Management and employees — resolving concerns, interpreting policies, and fostering a performance-driven culture.
• Awarded Best Trainer for 12 consecutive years
• Topped in every business contest
• Achieved 86% front-liner activation in the first month of joining – Highest in the country

Manager – Training at Max New York Life Insurance Company Ltd. (2009-10 – 2011-06)

Managed end-to-end training administration and identified learning needs for Sales Managers and advisors.

• Delivered IC-33 certification, product, sales, and software training through FCS and BCS frameworks.
• Developed advisor prospecting, lead generation, and calling habits through FOD, IID, and GID sessions.
• Supervised advisor activity plans and ensured complete IRDA licensing and compliance adherence.
• Ensured every newly recruited advisor achieved a minimum of 9 policies within the first 90 days.
• Conducted regular training, workshops, and PRP sessions for Sales Managers and advisors.
• Analyzed domain knowledge gaps and designed customized training interventions based on performance data.
• Partnered with Branch Managers in screening and interviewing new advisors to ensure quality hiring.
• Achieved 70% PLS and 85% pass percentage in IC-33 examinations
• Topped Business Head contest

Deputy Manager – Talent Transformation (HR) at Reliance Retail Ltd. (2006-06 – 2009-04)

Conducted training needs analysis for all store employees across Chandigarh and Punjab (Reliance Fresh vertical).

• Designed and executed training modules for Area Managers, District Managers, Store Managers, Supervisors, and frontline associates.
• Delivered Sales & Soft Skills coaching: product knowledge, upselling, objection handling, and software training (SAP, POS, ROMA, Euronet).
• Provided on-the-job coaching and maintained weekly, daily, and quarterly MIS reports.
• Contributed to content development and provided inputs for design of training modules.
• Conducted frequent regional store visits to observe staff-customer interactions and provide real-time coaching.

Trainer at Max New York Life Insurance Company Ltd. (2005-01 – 2006-06)

Delivered product, sales, and software training for agents and advisors via FCS and BCS classes.

• Conducted Sales Manager training, identifying domain knowledge gaps and planning targeted sessions.
• Facilitated weekly Performance Review Programs (PRP) and agent activity plan supervision.
• Managed new hire induction training, development plans, feedback, and stakeholder coordination.
• Partnered with Branch Managers in screening and interviewing new advisors for quality hiring.
• 80% PLS and recognised with 5× 'Batch Ka Taj' (July 2005 onwards)
• 1 Centurion Award – 100 Policies in a single year

Trainer (Certified by Airtel) at Orion Dialog Pvt. Ltd. (Airtel Outsource) (2003-07 – 2004-12)

Conducted onboarding training batches for fresh agents & Team Leaders — company culture, CRM navigation, and call etiquette.

• Taught campaign guidelines, compliance policies, and KPIs (Average Handle Time, First Call Resolution).
• Trained agents on communication, empathy, objection handling, and regional language nuances.
• Monitored live and recorded calls to identify skill gaps and deliver targeted performance coaching.
• Updated training modules, quizzes, and scripts based on client updates and process changes.
• Sole trainer managing training across three states: Punjab, Haryana, and Himachal Pradesh.
• 100% Pass Percentage in Airtel Certification
• Only trainer in Orion managing training across three states

Graduate – Punjab University

Post Graduate in Executive MBA – Human Resource Management – Indian School of Business Management & Administration

Diploma in 3-Year Diploma in Electronics & Telecom Engineering – G.T.B.

Khalsa

College of Engineering & Technology

IT Certification in 2-Year High Level Diploma in Computer Applications – TATA INFOTECH LTD.