Anu Bhardwaj

• Identified training needs and developed comprehensive plans for Front Line Sales employees and distributors.
  Delivered training programs aligned with established plans for targeted learner groups.
  Utilized various digital learning resources, including mobile and web-based tools, to enhance training effectiveness.
  Accompanied participants on sales calls to demonstrate essential selling skills in real-time.
  Collected and analyzed learner feedback to inform ongoing improvements in training programs.
  Maintained adherence to training processes, ensuring thorough documentation and organization of all activities through LMS.
  Influenced business KPIs positively by implementing training plans that align with organizational goals.

• Implement interventions to improve employee retention to reduce overall sales attrition.
• Designing, Monitoring & Execution of Performance management processes & policies including goal sheets, career progressions/ promotions for sales functions
• Responsible for designing & executing performance improvement process (PIP) for Frontline Sales & Sales Supervisors, as per agreed SOP & timelines
• Support in launching new channels, creation of SOPs, new Departments/Sub-Departments/Designations/COD/Cost Center in coordination with sales, C&B, HR Ops & Legal Team.
• Manage end to end IJP process & Portal for Sales. Support HRBPs on IJP/ADC selection and closure within defined timelines.
• Assisted with the onboarding process for new hires, including conducting orientation sessions and completing necessary paperwork. Collaborated with cross-functional teams to ensure a smooth transition for new employees, coordinating training schedules and providing ongoing support.
• Conducted onboarding sessions for new hires, introducing them to company culture and policies.
• Conducted exit interviews with departing employees, gathering feedback and identifying areas for improvement.
• Collaborated with HR and hiring managers to ensure a seamless onboarding experience for new employees

Recognition:

• Above and Beyond Award for Making a Difference for the Quarter JFM’23
• Continuous and Recognition Award for Making a Difference in 2023

• To manage training & development objective of the allotted PARTNER branches/cluster
• To ensure optimal training coverage to realize desired sales & product mix objective.
• Collaborate with partner branches/clusters to identify training needs and develop a comprehensive training strategy aligned with sales and product mix goals.
• Analyze L&D organizational plans and tailor training to the specific job areas of the target audience.
• Design and deliver high-quality training programs focused on sales skills, product knowledge, ethical conduct, and best practices, ensuring compliance with company standards.
• Possess expertise in financial services, insurance, and facilitation skills to create engaging learning experiences.
• Plan annual training calendars and ensure training coverage as per schedule and identified needs.

Recognition:

• Awarded "Best Trainer of the Zone,"

• Lead the service desk team in managing customer and Agent Advisor queries/Service Requests (SRs) within defined SLAs.
• Ensure efficient resolution of escalations, achieving end-to-end closure.
• Proactively identify and address potential service disruptions, minimizing customer meant.
• Ensure adherence to documented processes, procedures, and quality control standards.
• Conduct regular audits and implement process improvements for continuous service enhancement.
• Identify and address any breaches in turnaround times (TAT) for customer requests.
• Escalate unresolved issues/complaints to appropriate team members with proper documentation and communication.
• Implement strategies to guarantee high customer satisfaction through timely follow-up and proactive communication.

• Facilitate training sessions for all levels of an organization, from entry-level staff to mid-level executives.
• Utilize a variety of training methods (e.g., lectures, discussions, simulations) to create an interactive learning environment that caters to adult learning principles.
• Delivered training programs for prestigious clients like ICICI Bank, Bank of Baroda, Bandhan Bank, Yes Bank, and other corporate clients of IFBI.
• Successfully trained students of Post Graduate Diploma courses in Surat and Vadodara IFBI centres.

Recognition

• ICICI BANK Certification as a Corporate Trainer.
• Certified trainer of Corporation Bank, Bank Of Baroda and United Bank of India.
• Certified trainer of Finacle (Banking Software).

• Act as the main contact for external clients, addressing their professional inquiries, complaints, and transactional errors.
• Deliver exceptional customer service, fostering positive and lasting client relationships.
• Maintained accurate and compliant customer records according to KYC regulations.
• Implemented a new customer onboarding process that enhanced data security and compliance.
• Consistently met all KYC and regulatory requirements for new account openings.

• Handling entire Operational activities of South and Central Gujarat (Surat, Vadodara, Bharuch, Anand, Vapi, Navsari & Bardoli locations).
• Chiefly responsible for Operational Customer Service and Banking related activities of ABN Amro Bank, CBOP Bank, UTI Bank & Surat District Co-operative Bank along with the entire functioning of DSF channel.
• Appointed as “Grievance Redressal officer for South Gujarat.
• Basic checking of proposal forms as per AML , KYC guidelines along with QC.
• Train staff on identifying red flags and reporting suspicious activity.
• Handling customer queries, complaints & request such as issuances of policies, policy reinstatement, policy lapsation , follow up for issuance, etc.
• Processing Claim documents at the branch level and forwarding them to HO for further processing.
• Leading a team of 10-15 Support Personnel.
• Handling Administrative activities of South Gujarat.

• Implemented company policies and objectives set by the Head Office.
• Oversaw the functioning of 50 branches across 5 states in India.

• Expert in reconciling corporate accounts, ensuring accuracy and completeness of financial records.