Training Manager - Omega Healthcare - Philippines
(2025-03 - 2026-02)
- Oversaw end-to-end training lifecycle: onboarding, foundation training, client-specific training, nesting, and endorsement.
- Partnered with Operations & Quality teams to align training initiatives with business goals.
- Implemented resource planning & trainer alignment, optimizing utilization through cross-training and skill diversification.
- Conducted calibrations & TNAs, managing escalations and ensuring workforce readiness.
- Tracked 30/60/90-day trainee performance, proactively addressing skill/will gaps.
- Represented training in client-facing WBR/MBR meetings, presenting initiatives and outcomes.
- Designed customized training content and conducted RCAs to address performance gaps.
- Delivered performance reviews & coaching for Training Leads, fostering leadership development.
- Monitored training KPIs (attrition, certification rates, nesting success, ramp-up productivity).
- Spearheaded strategic projects including staggered rollouts and multi-project contact center support.
- Championed a culture of learning & development, embedding industry best practices.
Senior Manager Training & Quality - IBM - Noida
(2022-12 - 2024-11)
Managed Quality Auditors, Trainers and Team Leads across India, Philippines, and US locations.
- Oversaw delivery of 220+ SLA metrics, ensuring compliance and operational excellence.
- Transitioned 150+ Training & Quality FTEs across 3 locations.
- Streamlined Transaction Quality Framework and governed platform migration projects (Guidewire).
- Collaborated on RFP solutioning and capability building for insurance practice.
- Fostered employee engagement as IBM Fun & Engagement SPOC
Training Manager - Genpact - Noida
(2021-01 - 2022-12)
- Led end-to-end health care claims migration projects, ensuring 100% SLA compliance.
- Developed training plans, SOPs, FMEA, and customized learning content.
- Supported Six Sigma initiatives and productivity enhancement projects.
- Facilitated career growth & engagement through diverse learning environments.
Assistant Manager - MetLife - Noida
(2019-05 - 2021-01)
- Coordinated Closed File Review (CFR) programs across Mid-Markets.
- Built solutioning project plans, governance models, and risk assessments
- Created process maps, SOPs, and training decks for healthcare and life insurance products
Process Lead - Capgemini - Noida
(2015-10 - 2019-04)
- Achieved daily SLAs and improved CSAT scores through effective training and team supervision.
- Transitioned insurance processes from US to India, training multiple batches.
- Conducted escalation analysis and implemented preventive action plans
Subject Matter Expert - MetLife - Noida
(2009-12 - 2015-07)
- SME for Group benefits-US Healthcare claims adjudication
- Involve in Green Belt Project to improve C-sat & Quality from 90% to 95% through audits and error trend analysis.
- Conducted new hire training and created QA checklists & SOPs
Senior Process Associates - Barclays - Noida
(2008-11 - 2009-12)
- Was part of a baking calling process, role involved customer retention, customer inquiries & handle escalated calls
