Manager - Learning & Organizational Development at IndiVillage Tech Solutions LLP (2025-11 – Present)
Lead - L&OD at UnifyCX (Formerly GlowTouch Technologies) (2021-05 – 2025-10)
- Directed multidisciplinary Learning & Development teams of up to 20 professionals, leading enterprise Training Operations encompassing global learning programs, instructional design, digital learning, LMS/LXP administration, facilitator management, workforce planning, quality governance, stakeholder engagement, recruitment, onboarding, and capability development.
- Established enterprise Learning & Development functions from the ground up by designing governance frameworks, operating models, SOPs, policies, learning ecosystems, and structured Learning Solutions spanning Induction, Technical, Product, Communication, Soft Skills, Sales, Leadership, Voice & Accent, and Train-the-Trainer (TTT) programs.
- Architected enterprise learning strategies and global Learning Solutions, including onboarding frameworks, competency-based learning pathways, executive immersion programs, and organization-wide Training Needs Analysis (TNA/LNA). Facilitated, coached, and developed 10,000+ professionals through instructor-led, virtual, blended, and digital learning programs.
- Led end-to-end Learning Experience Design (LXD) and Instructional Design, delivering business-aligned Learning Solutions through learner analysis, curriculum architecture, learning journey design, digital content development, assessments, simulations, knowledge repositories, and blended learning experiences grounded in adult learning principles.
- Served as Interim Center HR Lead, providing strategic HR partnership across workforce planning, talent acquisition, onboarding, employee relations, engagement, grievance resolution, retention, and organizational effectiveness while partnering closely with Operations and senior leadership.
- Established Learning Governance and Business Interlock frameworks by leading calibration forums across Learning, Quality, Operations, HR, and Business Leadership to standardize learning quality, ensure SLA compliance, improve CSAT/NPS performance, and drive operational excellence.
- Designed competency frameworks, HiPo programs, succession planning models, and Individual Development Plans (IDPs), coaching 1,000+ professionals toward leadership readiness, career progression, and internal promotions.
- Spearheaded digital learning transformation through LMS/LXP platforms, AI-enabled content development, Articulate Storyline, learning analytics, CEFR, Versant, CAN-8, and modern learning technologies to improve learner engagement, operational efficiency, and workforce capability.
- Led Organizational Development and Change Management initiatives utilizing ADKAR and Kotter's 8-Step Model to support business transformation, operational readiness, restructuring, stakeholder alignment, and enterprise capability development.
- Managed enterprise learning portfolios and strategic initiatives, overseeing project planning, resource management, vendor partnerships, budgets, implementation roadmaps, quality assurance, scheduling, risk mitigation, and continuous improvement to deliver measurable business outcomes.
- Partnered with business leaders, HR, Operations, Quality, and clients to conduct Training Needs Analysis (TNA), diagnose capability gaps, implement performance-driven Learning Solutions, and measure business impact using Kirkpatrick, Phillips ROI, learning analytics, operational metrics, and Root Cause Analysis (RCA).
- Presented enterprise learning strategies, executive dashboards, business reviews, capability reports, and training effectiveness insights to senior leadership, business stakeholders, and clients, enabling strategic decision-making, workforce planning, governance, and continuous improvement.
- Facilitated executive leadership workshops, strategic planning sessions, executive business reviews, client presentations, executive coaching, Train-the-Trainer programs, and enterprise capability interventions for global audiences.
Established
Voice & Accent and Communication training functions while leading international Knowledge Transfer (KT), operational readiness, and process transition initiatives.
Team Lead - Voice & Accent, ESL & Soft Skills Training at Accenture India Pvt. Ltd. (2019-06 – 2021-04)
Trainer - Voice & Accent, Language & Soft Skills at Telligent Support LLP (Hi Power Support LLP.) (2018-10 – 2019-05)
Senior Officer - Voice & Accent, ESL Training at Mphasis Ltd. (2016-01 – 2018-10)
Technical Support Engineer - Service Desk at Mphasis Ltd. (2013-08 – 2015-12)
