Abhilash M. R
Senior Manager- Operations
Bangalore
Summary
Experienced Operations professional with 12+ years in program delivery, training management, and workforce development. Proven expertise in designing and implementing scalable learning interventions, enhancing learner engagement, and leading high-performing teams. Skilled in stakeholder management, curriculum delivery, instructional support, and applying adult learning principles to improve training effectiveness.
Overview
11
11
years of professional experience
Work History
Senior Manager –Operations
Great Learning
02.2020 - Current
- - Lead end-to-end learning operations including academic delivery, mentoring, and program management across partner universities
- - Facilitated training sessions, workshops, and engagement activities to enhance learner outcomes
- - Designed and deployed scalable learning processes aligned with organizational L&D strategies
- - Managed and coached teams in academic operations, ensuring continuous learning culture and high-quality program delivery
- - Applied instructional methodologies and learning analytics to monitor learner progress and provide targeted interventions
Senior Program Manager
Great Learning
10.2021 - 04.2023
- - Owned complete learner journey from onboarding to certification
- - Coordinated learning schedules, trainer/facilitator management, and content delivery
- - Monitored learning outcomes via program trackers, providing feedback and coaching to learners
- - Drove initiatives to increase learner engagement, reduce dropouts, and improve completion rates
Program Manager
Great Learning
02.2020 - 10.2021
- - Managed program office responsibilities for scheduling and delivery of academic sessions
- - Ensured seamless execution of online classes, faculty sessions, and assessments
- - Provided personalized academic support and learner mentoring
Deputy Manager
HDFC Bank Ltd
10.2018 - 02.2020
- - Conducted daily coaching, call audits, and quality checks to improve performance of 20-member team
- - Facilitated training sessions on sales, customer service, and compliance
- - Created performance improvement plans (PIPs) and skill development initiatives
Senior Team Leader – Operations & Training
H.G.S
09.2015 - 10.2018
- - Led a service recovery desk and delivered training programs on customer handling, soft skills, and process knowledge
- - Mentored and trained a 25-member team, improving service quality and reducing escalations
- - Designed training reports and skill-gap analyses for continuous team development
Senior Customer Support Officer
Mphasis Ltd
07.2014 - 09.2015
- - Handled customer queries and escalations
- - Provided feedback and training to new team members
- - Monitored team performance and created reports for quality improvement
Education
Bachelor of Business Management -
Government Arts College
01.2014
12th Standard - undefined
St. Joseph College
01.2008
10th Standard - undefined
Poorna Pragna Education Centre
01.2006
Skills
- Learning & Development Strategy
- Training Delivery & Facilitation
- Instructional Design & Curriculum Development
- Coaching & Mentoring
- Stakeholder Engagement
- Learning Management Systems (LMS)
- Performance Improvement & Talent Development
- Data-Driven Learning Analytics
Accomplishments
- Increased team productivity by 25% through coaching, training, and performance enhancement initiatives
- Designed and implemented new processes that reduced program delivery time by 30% while ensuring seamless learner experience
- Achieved 95% learner satisfaction ratings by driving engaging learning journeys and mentoring faculty/mentors
- Enhanced program completion rates by 20% in one year through structured learner support, interventions, and active engagement strategies
SELF DECLARATION
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief. I take full responsibility for the accuracy of the particulars mentioned in this resume. Regards, Abhilash M R
Timeline
Senior Program Manager
Great Learning
10.2021 - 04.2023
Senior Manager –Operations
Great Learning
02.2020 - Current
Program Manager
Great Learning
02.2020 - 10.2021
Deputy Manager
HDFC Bank Ltd
10.2018 - 02.2020
Senior Team Leader – Operations & Training
H.G.S
09.2015 - 10.2018
Senior Customer Support Officer
Mphasis Ltd
07.2014 - 09.2015
12th Standard - undefined
St. Joseph College
10th Standard - undefined
Poorna Pragna Education Centre
Bachelor of Business Management -
Government Arts College