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
