Manager – Capability Building (Capability Building Head) at Sahaj Retail Limited (2023-04 – Present)
- Own revenue growth and retention for a pan-India network of 600+ employees and 4 Lac+ VLEs, distributors and partners, analysing portal hit reports and 3–6 month trailing performance data to identify revenue gaps and inactive accounts.
- Run a data-driven VLE reactivation funnel: segment top revenue-generating vs. inactive VLEs, design criteria-based training and meeting invitations for each segment, and convert dormant accounts back to active, revenue-generating status.
- Execute targeted marketing and outreach campaigns — WhatsApp, telecalling and field sales coordination — to drive VLE activation, retention and revenue, using MoEngage, Brevo and Gupshup.
- Built Sahaj Bima — the group's Insurance Corporate Agency/Brokerage business — from the ground up: go-to-market strategy, IRDAI licensing & compliance, and backend operations, training and field-activation engine.
- Recruited, onboarded, licensed and activated 2,500+ POSPs within the first quarter, converting a standing start into a self-sustaining, recurring-revenue agent network.
- Orchestrate a multi-team training operation rather than deliver training directly: direct the CRM training team on employee CRM training; coordinate the field sales team on induction and weekly/monthly/yearly refresher training; build and manage the training calendar with external insurance company trainers to ensure Sahaj Bima Mitras and employees stay certified on schedule.
- Achieved 18% sales conversion uplift through training interventions mapped to sales-cycle and data gaps; reduced customer complaints by 22% via CX-focused redesign and CRM/field-visit feedback loops.
- Improved LMS completion rates by 35% through microlearning and gamification; cut AI-powered content production time by 60% using Pictory AI, Vmaker, Steve AI and Eleven Labs.
- Led Talent Acquisition, Train-the-Trainer and Leadership Development programs, using CRM, survey and field-visit data to drive continuous process improvement.
Zonal Operations Manager – East at RBL Finserve Limited (2017-11 – 2022-10)
- Managed 180+ branches across 3+ states — disbursement, collection, recovery, compliance and training operations for JLG, AHL and Insurance products.
- Led a team of 200+, including 7 State Operations Managers, 3 Trainers, 7 Regional Executives and 180+ Branch Operations Executives.
- Improved SLA adherence from 78% to 95% through structured process redesign and performance coaching across the zone.
- Lifted customer satisfaction by 20% and cut turnaround time by 25% through operational efficiency initiatives.
- Drove branch expansion, capacity planning and resource hiring; designed and delivered refresher training across micro-finance and insurance product lines.
- Conducted field, branch and regional visits, feeding customer and employee insights into product and process re-engineering via the Service One team.
Assistant Manager – Learning & Development at BMA Wealth Creators & AB Insurance Brokers (2017-03 – 2017-10)
- Delivered training on financial products (Life, Health & Motor Insurance), selling skills and soft skills; managed TNI, TNA, TNE and instructional design.
- Established and monitored the training & quality operations framework; led Train-the-Trainer programmes and managed budget and MIS.
Site Training Manager at Dish TV, Essel Group (2015-06 – 2016-11)
- Lifted service quality scores by 15% across partner networks through structured audits and refresher interventions.
- Reduced repeat complaints by 18% via root-cause analysis and targeted skill-gap training.
- Implemented AMCAT psychometric testing across customer service vendor sites; managed sales, quality and vendor operations across outsourced partner sites.
Team Leader – Sales, Customer Service & Training at Utsav Fashion Pvt Ltd (2011-11 – 2015-05)
- Improved team productivity by 20% and cut resolution time by 30% via CRM optimisation and targeted training initiatives.
- Developed enabler modules, ran Train-the-Trainer sessions and integrated a web-based LMS with CRM; delivered Dristi, Sugar CRM and Microsoft Navision ERP rollouts.
Assistant Manager – Training & Quality at Maple Soft Solutions (2007-07 – 2011-11)
- Trained new hires on Sales, Process, Voice & Accent; conducted TNI/TNA/TNE and training content creation; led a 60-member outbound team for a UK-based campaign.
- Managed client relationships and calibration sessions; contributed to quality audits and process improvement initiatives.
