BHAWNA PIPLANI

• Led the design and development of department-specific training programs in collaboration with business leaders and subject matter experts, ensuring alignment with strategic goals.
• Delivered high-impact training using diverse methodologies (workshops, simulations, role-plays), enhancing learner engagement, and knowledge retention.
• Oversaw end-to-end training logistics, including scheduling, resource allocation, and delivery coordination, to ensure operational efficiency.
• Monitored industry trends, and integrated emerging practices and compliance requirements into learning content.
• Acted as a strategic partner to HR and senior stakeholders to embed learning into performance and talent strategies.
• Provided ongoing mentorship and coaching to employees, fostering a culture of continuous learning and capability development.

• Spearheaded training excellence initiatives across multiple centers, conducting assessments (MLAT, ExLAT), classroom shadowing, and trainee evaluations using interactive techniques like roleplays, presentations, and mock interviews.
• Analyzed batch performance data (via the ELITE platform) to identify gaps, drive targeted interventions, and engage stakeholders (CMs, RMs, ROMs, BUSMs) through monthly Training Excellence Reports.
• Led trainer performance monitoring, conducted bi-weekly briefings and debriefings via Zoom and calls, and provided structured coaching, mentoring, and cross-skilling to enhance delivery quality and consistency.
• Developed and implemented a robust Trainer Certification Program, ensuring all trainers completed Train-the-Trainer (TTT) and biannual refresher programs within defined timelines.
• Ensured alignment of training programs with placement goals and client expectations, driving quality, consistency, and measurable outcomes across geographies.
• Acted as a strategic learning partner, collaborating with HR, business leaders, and center heads to embed a culture of continuous learning, and operational excellence.

I have worked for the SBI Cards process as an Assistant Manager- Training for around 4yrs where I have been promoted twice & have got the opportunity to explore myself & the career opportunities in a completely different field by working on the below mentioned parameters.

• Delivered end-to-end training programs for frontline sales teams across classroom, point-of-sale, and captive call center setups, covering both basic sales skills, and advanced consultative selling techniques.
• Provided on-the-job coaching and real-time objection-handling support to new sales executives, enhancing conversion efficiency and confidence at the ground level.
• Conducted training needs analysis (TNA) and implemented centralized and regional training initiatives, including R&R programs and regular employee engagement activities to drive motivation and retention.
• Supported a performance-driven culture by tracking key productivity metrics, offering structured feedback, and highlighting underperformance for early intervention.
• Acted as a training support resource for sales teams and leadership, offering project-specific interventions as needed.
• Ensured timely execution of the training calendar, and maintained accurate daily and monthly dashboards for training effectiveness and compliance reporting.
• Oversaw grooming, communication, and professional presentation of sales personnel to align with brand image and customer expectations.
• Took ownership of the performance of 0–3 month-tenured employees, focusing on KPIs such as Approval Rates, Premium RTB (Return to Base/Branch), Application Dispatch targets, and attrition control.

Key Deliverables

• Recruited, trained, and managed a team of telemarketers to consistently meet lead generation targets.
• Monitored daily KPIs and performance reports to ensure optimal team productivity and service quality.
• Conducted call coaching, evaluations, and developed outbound sales scripts to enhance team effectiveness.
• Ensured individual and sales manager KPIs were achieved, driving lead conversion and revenue growth.
• Fostered a high-performance culture through leadership, mentorship, and timely resolution of performance issues.
• Prepared regular performance reports for senior management and recommended process improvements to enhance results.

Key Deliverables

• Managed the end-to-end recruitment lifecycle, including manpower requisition, candidate sourcing (via Naukri, LinkedIn, and Shine), screening, and interview coordination.
• Handled onboarding processes, issuing offer and appointment letters, conducting inductions, and orienting new hires on company policies and culture.
• Conducted exit interviews, analyzed attrition causes, and ensured smooth offboarding with proper documentation.
• Maintained employee attendance and leave records, and addressed employee relations and engagement to foster a positive work environment.

Key Deliverables

• Led and managed a sales team of 12 to 13 executives across multiple branches (Lucknow, Kanpur, Varanasi, Allahabad), heading the Lucknow branch with full responsibility for admin, imprest, sales, and reporting.
• Consistently exceeded daily and monthly sales and conversion targets, breaking company sales records multiple times, including achieving 147.7% of annual targets (2012-13).
• Achieved the highest monthly billing of ₹1.84 lakh (without tax), awarded for 'Highest Monthly Billing,' along with other recognitions such as 'Pilot of Productivity,' and 'The Matchmaker Award' for maximum successful matches.
• Delivered targets ahead of schedule, reaching monthly goals within 17-18 days for three consecutive months, earning multiple plaques and accolades.
• Coordinated cross-functionally with departmental and service teams to streamline processes and enhance the customer experience.
• Recognized as the only PAN-India executive to receive three consecutive awards at the company’s national award function.

Key Deliverables

• Scheduled appointments for prospects with Financial Planning Managers, ensuring quality lead conversion.
• Maintained daily trackers, prepared MIS reports, and conducted appointment confirmations and audits to ensure accuracy.
• Consistently recognized as Best Telemarketing Executive for four consecutive months based on highest closures, premium collection, and lead generation.
• Acted as Acting Team Leader for 2-3 months, managing team operations in the absence of the Team Leader.