Summary
Overview
Work History
Education
Skills
Accomplishments
SELF DECLARATION
Timeline
Generic

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
Abhilash M. RSenior Manager- Operations