Abhijit Sarkar

Learning strategy and design

• Spearheading PSO Training Academy, capability & competency development.
• Leading design, development, pilot, delivery, and evaluation of innovative learning and capability development solutions that support PSO professionals’ performance and growth.
• Providing centralized direction and oversight of learning strategy and plan, including continual evaluation of current state to inform strategy for future.
• Conducting regular development needs reviews to identify capability gaps, defining development pathways and developing capability development materials.
• Designed capability development frameworks, competency building plans and role-based development pathways as required across PSO, to promote progressive development, skilling and career development.
• Responsible to measure, improve and collaborate across COE/delivery to articulate competency progress aligned to business and team capability assessments.
• Responsible to simplify and embed technical & behavioral capability building framework, development methods, channels of capability development and progressive concepts such as self-learning, eLearning, cross-skilling etc to support wider team needs.
• Played active role in developing intelligent automation capability across PSO and providing optional development to wider audiences (i.e. business) in form of Citizen Development.
• Supported the Change & Implementation and COE Lead in setting the technical capability development strategies and curriculum.
• Tracking against competency building plans and development pathways to monitor progress to date across PSO.
• Responsible for measurement and reporting of capability building, including tracking training costs, preparing & managing training budgets.
• Employing agile, flexible, and human-centered design approach, adopting learner perspective to iteratively clarify needs and ideate impactful development solutions.
• Leveraging market research for learning innovations, new technologies, and benchmarks to create and deploy leading practice learning experiences
• Building, managing, and leveraging positive, collaborative partnerships among Business Stakeholders, SMEs and Peers
• Providing functional expertise to identify, research, and resolve complex problems
• Managing development and coordination of learning across PSO, and makes optional learning available to wider audiences to leverage, i.e. business units and ensures learning opportunities are communicated to target audiences
• Leading development of annual PSO capability assessment, defining and validating learning requirements, ensuring alignment with Fidelity Talent Management process
• Ensuring competency assessments continuously gets updated to accurately reflect the skills of the PSO development capability, and highlight gaps to PSO leadership to inform recruitment & training needs before it becomes an issue
• Works with Designers and Developers to collect feedback on competencies and training needs
• Works with PSO enablement leaders to ensure timely communication of Learning Academy offerings to target audiences
• Designing and maintaining learning materials, including role based and technical/behavioral learning, and ensuring upload of relevant materials to Fidelity LMS (Cornerstone).
• Designs competency building plans and role-based learning pathways as required across PSO, to promote progressive learning, skilling and career development.
• Responsible to measure, improve and collaborate across COE/delivery to articulate competency progress aligned to business and team capability assessments.
• Responsible to simplify and embed learning framework, learning methods, channels of learning and progressive concepts such as self-learning, eLearning, cross-skilling etc to support wider team needs.
• Reduced operational costs through comprehensive process improvement initiatives and resource management.

PSO learning coordination and facilitation

• Creating & coordinating the learning schedule, including organizing attendance and logistics of individual learning sessions.
• Facilitating training across Fidelity as required, including role-based and behavioral trainings through various channels (e.g. face to face, Webinar)
• Acting as point of contact for training participants and arranges gathering feedback and lessons learnt post-training.
• Tracking against competency building plans and learning pathways to monitor progress to date across PSO.

Coaching and leading others

• Managed and motivated employees to be productive and engaged in work.
• Maximized performance by monitoring daily activities and mentoring team members.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Leading, motivating and developing direct/in direct reports to maximise the engagement and motivation of team members in the achievement of their objectives utilizing the Fidelity performance management framework, role model behaviors and the culture & values of Fidelity.
• Acting as advisor and provides support for indirect reports, understanding advisees' career aspirations and development areas.
• Setting up, lead and optimize value from Champion support model in each location to constructively engage and embed self-learning and progressive re-skilling culture using balanced approach.
• Leveraging expertise from different teams/ experts to deliver outcomes, engage and nurture ideas

• Independently taking care of Learning & Development activities for India & Philippines (For all Levels: Executives – GM/VP)
• Spear-heading the Learning & Development for Asia Customer Management Tower for 15+ business accounts spread across B’lore, Mumbai, Gandhinagar, Manila & Cebu
• To create design and deliver L&D solutions to support the organizational change and development outlined in the overall L&D strategies
• Ensuring that every L&D intervention has clear business focused aims that enable robust evaluation of the event's effectiveness, and measurement of ROI
• Undertake evaluation of all L&D interventions at between one and three months following the event, and report against agreed KPIs
• Working with key stakeholders to develop a group wide L&D strategy, focusing on all aspects on the employee journey.
  
• Identifying training need analysis and prepare training calendar
• Ensuring all training needs is established in the business aligned to the organizational mission and objectives
• Delivery of the core competency and statutory/regulatory trainings
• Ensuring that all activities including courses, resources and systems meet those needs; that appropriate activities and resources are planned, organized, commissioned, and delivered in line with those needs
• To lead and manage the effectiveness of our E learning and LMS system working with other key stakeholders as appropriate.
• Ensuring that all activity is evaluated and developed to ensuring ongoing effectiveness
• To lead on design and delivery of the organizations leadership and management programs
• To lead a key initiatives programs on developing our L&D agenda with utilization of the apprenticeship levy and other resources as appropriate
• To lead on key organizational people, change programs, providing OD, L&D and engagement diagnostics and solutions
• To lead on Engagement, OD and Engagement activity including staff surveys, Investors in People, values, cultural programs and staff events

• Managing a team of trainers & transition support analysts
  Delivering Process & Business trainings
• Initiating training effectiveness & improvements in learning processes
• Enhancing productivity, quality, and customer satisfaction while reducing costs for newly hired resources
• Disseminate updates and Conducting refreshers on latest offer with associates on the floor
• Sending out appropriate pre-course information to delegates / managers in advance of training courses.
  Keeping data of training suppliers and training materials up to date.
• Recording all staff's training attendance
  Creating Training materials
• Phase wise Release Reports & publishing Training Calendar
  To conduct sessions with latest floor updates in Nesting/OJT
• Partnered with Engagement heads to develop competency-based training formats
• Utilized a consulting model (needs assessment, design/develop solution, implement, and evaluate) to provide a project lead for organization-wide initiatives.
  Consulting with management concerning individual and team development needs.
• Managing annual training budget.
  Created individualized training and development programs, including career path planning and advice
  Supported leadership team in client consultation and assessments
• Conducting Transition Training Workshops
  Training Audit and feedback delivery
  Project & Stakeholder Management
• Mentored junior team members, providing guidance on best practices and contributing to their professional development.
• Identified opportunities for continuous improvement through data analysis and process evaluation.
• Managed teams effectively, fostering an environment of open communication and collaboration for better overall performance.
• Streamlined processes by identifying inefficiencies and implementing improvements for increased productivity.
• Cultivated relationships with key stakeholders, communicating project updates regularly for transparency and alignment on goals.
• Implemented new process technology, improving overall efficiency and reducing costs.
• Ensured compliance with industry regulations by diligently adhering to safety protocols and maintaining accurate documentation.
• Reported on findings and made proactive and targeted recommendation to senior leaders.
• Conducted root cause analysis, facilitating prompt resolutions to production-related issues or bottlenecks.
• Optimized resource allocation, ensuring the right personnel were assigned to appropriate tasks for maximum output.
• Enhanced employee engagement by organizing regular training sessions and promoting a culture of learning within the team.

• Enhanced employee performance by developing and implementing comprehensive process training programs.
• Evaluated and improved existing training materials to ensure accuracy, relevance, and effectiveness.
• Coordinated closely with human resources in identifying skills gaps among employees and designing targeted training programs to address them.
• Maintained up-to-date knowledge of industry best practices in process management, integrating new techniques into existing training programs as needed.
• Managed the design and delivery of specialized training programs for specific roles or departments, catering to unique needs and requirements.
• Mentored junior trainers, providing guidance on best practices and effective training methods.
• Reduced errors in daily tasks by establishing clear guidelines through well-structured process documentation.
• Established metrics for tracking employee progress, ensuring continuous development and growth within the organization.
• Facilitated workshops for employees at various levels, promoting a culture of continuous learning within the organization.
• Conducted regular assessments of employee skill levels to measure the effectiveness of training programs and make necessary adjustments.
• Developed a standardized onboarding program for new hires, accelerating their integration into the team and reducing time to productivity.
• Collaborated with cross-functional teams to identify areas of improvement in existing processes and develop tailored training solutions.
• Led process improvement initiatives, identifying inefficiencies in workflows and implementing strategies to optimize productivity.
• Analyzed data from employee evaluations to identify trends in performance improvement following participation in targeted training programs.
• Developed new and improved training programs to fit underserved areas.
• Delivered robust training courses via classroom and e-learning programs.
• Created unique materials to support training programs.
• Provided subject matter expertise on all company offerings.
• Developed strong relationships with department leaders to ensure alignment between ongoing processes improvements initiatives and relevant trainings offered to staff members.
• Provided coaching and mentoring to employees.
• Analyzed and evaluated training effectiveness and program outcomes.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
• Established and maintained quality control standards.
• Developed and implemented successful onboarding program.
• Facilitated virtual, in-person and blended learning sessions.
• Trained and mentored new personnel hired to fulfill various roles.
• Developed and executed performance management programs to increase employee engagement and productivity.
• Utilized variety of instructional design methodologies to create effective learning experiences.

• Delivered high-quality training sessions, leading to increased productivity among team members.
• Created engaging learning experiences by incorporating real-world examples and case studies into the curriculum.
• Facilitated post-training evaluations, using feedback gathered to further refine future iterations of course materials and delivery methods.
• Collaborated with cross-functional teams for seamless integration of new processes and systems.
• Conducted thorough assessments of trainee progress, ensuring timely feedback for performance improvement.
• Developed comprehensive training materials, resulting in improved overall performance among trainees.
• Enhanced process efficiency by identifying areas of improvement and implementing necessary changes.
• Streamlined training modules for increased trainee comprehension and retention.
• Identified skill gaps within the workforce and developed targeted training programs to address these challenges.
• Implemented continuous improvement initiatives to optimize process efficiency and effectiveness.
• Provided ongoing mentorship to employees, promoting professional growth and development within the organization.
• Developed new and improved training programs to fit underserved areas.
• Ensured alignment between training objectives and company goals, resulting in better overall business outcomes.
• Created unique materials to support training programs.
• Delivered robust training courses via classroom and e-learning programs.
• Provided subject matter expertise on all company offerings.
• Promoted a culture of continuous learning within the organization by encouraging employees to participate in relevant professional development opportunities.
• Managed scheduling logistics for all training sessions, ensuring minimal disruption to day-to-day operations.
• Provided coaching and mentoring to employees.
• Trained and mentored new personnel hired to fulfill various roles.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
• Utilized variety of instructional design methodologies to create effective learning experiences.
• Analyzed and evaluated training effectiveness and program outcomes.
• Developed job-specific competencies and performance standards.
• Designed and delivered web-based, self-directed learning materials.
• Facilitated virtual, in-person and blended learning sessions.
• Created and oversaw training programs for operations.

• Providing Technical Support
  Solving queries regarding billing and accounts management.
• Up-selling satellite TV products.
  Maintaining AHT, C-SAT and team productivity.
  Handling escalations and providing resolutions.
• Ensuring compliance with all client guidelines and organizational protocols.
• Adhering to the business policies and procedures.
  Ensuring service delivery in stipulated time even in BCP situation.
• Took part in team huddle for developing new strategies and resource planning.
• Conducted refresher training for new joiners and made them aware about the
• Improved customer satisfaction rates through timely communication and effective issue resolution.
• Ensuring meeting the team productivity targets and maintaining the SLA.
• Ensured smooth day-to-day operations by addressing any workflow disruptions promptly and effectively.
• Provided ongoing training to team members, enhancing skillsets and overall productivity.
• Analyzed data and metrics to identify areas of improvement in operational performance.
• Established and maintained productive staff relationships to Improve workplace morale, increase productivity and enhance personal growth.
• Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
• Assisted with proactive client outreach initiatives and documented client correspondence in CRM system.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Leveraged meeting minutes to measure progress and accountability.
• Trained and guided team members to maintain high productivity and performance metrics.

• Communicated effectively with non-technical customers, translating complex concepts into easily understandable language.
• Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
• Provided timely responses to customer inquiries, ensuring a high level of client satisfaction and retention.
• Managed challenging customer situations with professionalism, demonstrating empathy while maintaining focus on finding solutions.
• Collaborated with team members to develop comprehensive support strategies, enhancing overall service quality.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Streamlined the troubleshooting process for improved resolution times and increased customer satisfaction.
• Developed extensive product knowledge to provide accurate and reliable information to customers during support interactions.
• Implemented proactive measures to prevent recurring technical problems, reducing support ticket volume.
• Assisted in the training of new Technical Support Associates, fostering a culture of teamwork and continuous improvement within the department.
• Adapted quickly to changes in technology and support processes, ensuring seamless transitions for both clients and team members during updates or upgrades.
• Reduced response time for Tier 2 support tickets.
• Conducted regular follow-ups with customers after issue resolution, confirming their ongoing satisfaction with provided solutions.
• Performed quality assurance and quality control assessments of support ticket fulfillment.
• Maintained detailed records of customer interactions and resolutions, facilitating data-driven improvements in support processes.
• Configured hardware, devices, and software to set up work stations for employees.
• Tracked computer equipment, peripherals and network servers via master documentation in Excel.
• Contributed to the creation of a comprehensive knowledge base for internal use, increasing efficiency within the support team.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Assisted with updating technical support best practices for use by team.
• Translated complex technical issues into digestible language for non-technical users.
• Identified potential sales and cross-selling opportunities and informed supervisor.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.