Sylvia Johnson

Enterprising Learning & Development | Capability Building Leader with chronicled success of nearly 20 years in driving workforce transformation, organizational capability & performance excellence across global operations, multinational environments & complex vendor ecosystems. Proven expertise in designing enterprise-wide capability strategies, governance frameworks, competency models & performance enablement initiatives that improved NPS by 10%, CSAT by 10%, accelerated time-to-competency by 15–20%, enhanced productivity by 20%, strengthened audit performance by 15%, through data-driven interventions. Showcased excellence in establishing scalable capability ecosystems encompassing Training Needs Analysis (TNA), onboarding, certification governance, leadership development, Train-the-Trainer programs, quality management, recruitment, compliance & continuous capability enhancement, supporting 10,000+ professionals, 159 countries, 20 global vendor partners, and 3,000+ employees annually.

Recognized for transforming organizational capability through governance standardization, Lean Six Sigma methodologies, analytics-driven decision making, SOP optimization & performance intelligence while partnering with executive leadership, HR, Operations, Quality, and cross-functional stakeholders to align workforce capability with strategic business priorities. Trusted leader in developing high-performing teams supporting 200+ professionals globally, strengthening leadership capability, driving customer experience excellence & delivering sustainable business impact through operational excellence, talent development, governance maturity & improvement.

Training Manager (Global Operations) at VFS Global (2025-04 – Present)

• Global Learning Governance: Leading enterprise-wide learning governance across global internal teams and 20 vendor partners, driving standardisation of capability development, compliance, and customer experience while enabling audit-ready learning operations.
• Capability Strategy & Learning Excellence: Driving end-to-end capability transformation through competency frameworks, onboarding, eLearning, and certification frameworks, contributing to a 15–20% reduction in time-to-competency.
• Capability Assessment & Performance Consulting: Identifying capability gaps through TNI, audits, assessments, and root-cause analysis, translating insights into targeted interventions that improved operational performance and learning effectiveness.
• Learning Intervention & Talent Development: Designing and governing coaching, TTT, behavioural, and performance improvement programmes supporting capability development across 3,000+ employees annually.
• Global Vendor Governance: Governing learning delivery across 20 global vendor partners, strengthening compliance readiness, training quality, certification governance, and stakeholder alignment.
• Performance Analytics & Executive Governance: Developed Power BI, Tableau, and Looker dashboards while leading MBR/QBR governance, enabling data-driven decision-making and improving governance visibility across global operations.
• People Leadership & Operational Excellence: Mentoring distributed training teams supporting 200+ professionals globally, standardising certification governance, quality calibration, and audit readiness practices.

Senior Quality Manager at Teleperformance (2024-08 – 2025-03)

• Quality Leadership & Organizational Scale: Led a 200+ member Quality organization comprising Managers, Assistant Managers, and QA teams, strengthening governance across high-volume customer operations while driving consistent service excellence.
• Governance & Capability Transformation: Built enterprise-wide Quality and Training governance frameworks encompassing hiring standards, SOPs, audit methodologies, reporting, and performance controls, significantly improving governance maturity and operational discipline.
• Operational Excellence & Capability Development: Spearheaded cross-functional capability initiatives that enhanced audit accuracy, process adherence, service quality, and operational effectiveness through targeted coaching and performance interventions.
• Customer Experience Enhancement: Delivered strategic quality improvement programs that elevated NPS, CSAT, and overall customer experience, while scaling robust training and quality systems to support multi-line business operations.

Senior Quality & Training Manager at Prepladder Pvt. Ltd. (2021-09 – 2024-08)

• L&D Function Transformation: Architected & scaled the organization's end-to-end Learning & Quality ecosystem from the ground up, establishing competency frameworks, SOPs, governance models, onboarding excellence, recruitment processes & content strategies that enabled rapid business expansion.
• Talent Acquisition & Capability Excellence: Led end-to-end hiring for Training, Quality, and Behavioral Learning functions, strengthening workforce quality through competency-based assessments, capability mapping, and strategic partnership with HR.
• Hiring Governance & Leadership Enablement: Elevated recruitment quality by designing and delivering structured hiring workshops for HR and business leaders, standardizing interviewing practices, onboarding readiness, candidate calibration, and selection effectiveness.
• Capability & CX Transformation: Spearheaded enterprise Learning, Quality, and Customer Experience transformation initiatives, improving learning effectiveness, operational accuracy, vendor alignment, governance maturity, and measurable CSAT/NPS outcomes.
• Learning Analytics & Performance Intelligence: Designed executive dashboards tracking learning effectiveness, compliance, quality trends, error analytics, RCA effectiveness, and customer experience metrics, enabling data-driven decisions and continuous performance improvement.

Lead Trainer at Hexaware (2020-03 – 2021-08)

• Learning Architecture & Capability Development: Designed competency-based onboarding frameworks, learning curricula, and capability-building programs that accelerated workforce readiness and strengthened performance across new hires and existing teams.
• Learning Delivery & Talent Enablement: Delivered enterprise learning initiatives spanning New Hire Training (NHT), Train-the-Trainer (TTT), Soft Skills, Voice & Accent, and Behavioral Development, enhancing learning effectiveness and operational capability.
• Learning Analytics & Performance Improvement: Developed performance dashboards to monitor competency progression, skill gaps, and learning outcomes, enabling data-driven interventions that improved capability development and business performance.

Training & Quality Head at Eka Trainings (2012-11 – 2020-02)

• Function Setup & Capability Leadership: Established and scaled the end-to-end Training & Quality function from inception, building high-performing teams, strengthening hiring, onboarding, and capability development to support sustainable business growth.
• Learning Governance & Operational Excellence: Designed enterprise training frameworks, SOPs, onboarding journeys, refresher programs, and audit governance models, improving compliance, operational consistency, and service quality across operations and sales.
• Capability Enablement & Stakeholder Training: Delivered structured learning programs for internal teams and clients, driving process standardization, operational readiness, and consistent execution across business functions.
• Quality, Compliance & Performance Improvement: Led governance reviews, compliance reporting, and capability enhancement initiatives that strengthened customer experience, operational performance, and organizational maturity.
• Talent Assessment & Workforce Development: Partnered with recruitment teams to drive competency-based assessments, interviews, and talent evaluations for Learning & Development and Quality functions, improving hiring effectiveness and workforce capability.

Project Coordinator at Auxzano Technology (2011-08 – 2012-09)

Quality Analyst at Spanco Respondez (2009-05 – 2011-07)

Customer Service Associate at Spanco Respondez (2006-04 – 2008-10)

B.A. in Economics – Mumbai University (2009)