Pooja Agarwal

Learning & Development Training Facilitator with extensive experience designing and delivering impactful learning interventions for 550+ employees across new hires, experienced staff, and leadership levels. Skilled in end-to-end instructional design, Training/Learning Needs Analysis (TNA/LNA), classroom and virtual facilitation, and learning effectiveness evaluation. Proven track record in performance coaching, Train-the-Trainer programs, quality assurance, and cross-functional stakeholder management to drive business-aligned capability building

Training Facilitator - NatWest Group

(2026-02)

• Lead the design and delivery of learning interventions for new hires, experienced employees and leadership populations across classroom and virtual learning environments.
• Design and facilitate structured learning programmes aligned with business requirements, learner needs and defined performance outcomes.
• Conduct Training Needs Analysis (TNA) and Learning Needs Analysis (LNA) to identify knowledge, skill and capability gaps and translate findings into targeted learning interventions.
• Develop training presentations, learning materials, activities, assessments, knowledge checks and supporting resources to create engaging and effective learning experiences.
• Facilitate onboarding, refresher, knowledge and performance-focused learning programmes covering process knowledge, customer experience, risk, compliance, quality and operational controls.
• Evaluate learning effectiveness through assessments, learner feedback and post-training performance indicators, using insights to continuously improve learning interventions.
• Provide structured performance coaching and feedback to reinforce learning and support the transfer of knowledge into workplace performance.
• Coach and support 3 trainers through facilitation guidance, feedback, knowledge sharing and capability development.
• Partner with Operations, Quality and cross-functional stakeholders to align learning solutions with business requirements, process changes and operational readiness.

India Ops Delivery Manager - NatWest Group - India

(2025-08 - 2026-02)

• Managed and upskilled a team of 14 employees through performance coaching, quality insights, and individual development plans.
• Facilitated knowledge-sharing sessions and on-the-job training to bridge operational and behavioral capability gaps.
• Partnered with Training, Quality, and WFM teams to enhance operational readiness and workflow adherence.

Quality Analyst & Process Trainer - NatWest Group

(2025-02 - 2025-08)

• Conducted quality audits, root cause analyses, and process gap evaluations to drive compliance and service accuracy.
• Facilitated onboarding and refresher training on customer experience, risk awareness, and compliance standards.
• Contributed to the Training Revamp Initiative, redesigning learning structures and materials to boost learner engagement and knowledge retention.

Process Trainer - NatWest Group

(2024-08 - 2025-02)

• Designed and delivered structured learning programmes for employees across classroom and virtual learning environments.
• Delivered onboarding and process training covering process workflows, customer handling, risk awareness, compliance requirements, quality standards and operational controls.
• Facilitated knowledge sessions, refresher training and performance-focused learning interventions to strengthen employee capability and workplace application.
• Developed training presentations, learning materials, activities, assessments and knowledge checks to support different learning requirements.
• Conducted Training Needs Analysis and identified knowledge and performance gaps to support targeted learning interventions.
• Provided individual coaching, mentoring and constructive feedback to reinforce learning and improve employee performance.
• Partnered with Operations and Quality stakeholders to ensure training content remained aligned with process requirements and business needs.
• Contributed to the redesign and improvement of the existing training approach as part of the Training Revamp initiative, improving training structure, learner engagement and process understanding.

Senior Opx Analyst; Senior Analyst / (SME) - NatWest Group

(2023-05 - 2024-08)

• SME ownership
• Complex/ambiguous cases
• Escalation resolution
• Process interpretation
• Quality/compliance adherence

Customer service & Opx Analyst - NatWest Group

(2022-05 - 2023-05)

• Managed customer service requests, complaints, and operational queries while ensuring compliance with internal policies and customer protection requirements.
• Investigated customer concerns and collaborated with internal teams to achieve timely and accurate resolutions.
• Maintained high standards of quality, accuracy, and operational compliance in a fast-paced environment.
• Contributed to customer satisfaction improvements through effective issue resolution and escalation management.

Sales Intern - Trademo - India

(2022-02 - 2022-02)

• Assisted the sales team with client coordination and business support activities.
• Gained exposure to sales processes and customer engagement.

Industrial Trainee - The Roseate, New Delhi - New Delhi, India

(2021-03 - 2021-06)

• Managed day-to-day operations across core hospitality departments including Front Office, Food & Beverage Services, and Kitchen Operations.
• Developed customer service, teamwork, and operational management skills.

B.Sc. - Hospitality & Hotel Administration - Institute of Hotel Management, Lucknow (2019 - 2022)

Intermediate (Class XII) - Study Hall, Lucknow (2019 - 2019)

High School (Class X) - Springdale School, Lucknow (2017 - 2017)