Gulruh Bahra
Training And Development
Pune,MH
Summary
Results-oriented training strategist with 16 years of expertise in the learning and development sector. Skilled in designing impactful training programs that address business requirements and elevate employee performance. Established ability to create and communicate comprehensive training pathways for essential positions. Committed to enhancing customer satisfaction and supporting organizational success through strategic training solutions.
Overview
16
16
years of professional experience
Work History
Program leader - Training
R1RCM Global Private Limited
04.2024 - 01.2025
- Spearheaded the training function for a Team of 30 trainers and 4 Managers across Locations that included New Hire Training, Ramp and Remedial training programs, cross skill and up-Skillings
- Led the planning, implementation, and evaluation of the organization's overall L&D strategy for employees, with: Training delivery and evaluation strategy, structured and strategic training need analysis.
- Supported tools and interventions that identify and maximize the potential, and enhance the overall capability, of individuals, teams, and the organization through continuous improvement, excellence in service delivery.
- Strategized and executed multiple initiatives during a pandemic: Training and OJT management via online forums, cluster divisions of teams between SMEs with interventions management at frequent intervals.
- FAQ repository for end-of-day discussion on common and reoccurring issues encountered by the trainees on the virtual platform.
- Conducted BI-hourly sessions encouraging issue-related discussions with the team before attending the next call, and for information sharing.
- Recognized as the: 'Best Training Manager' as Sutherland for quarters OND 2017 and AMJ 2018.
- Recognized as the: 'Best Trainer' at Wipro for throughput for three quarters.
- Recognized as the: 'Best Trainer' at Intelenet for three consecutive quarters.
- Track record of achieving 100% throughput in Talk Talk.
- Designed and implemented an award-winning training and development program using a combination of case studies, on-the-job learning, stretch assignments, classroom training, online learning, and coaching/mentoring to accomplish organizational objectives, address gaps in performance, and build bench strength.
- End-to-End remedial and cross-skill training for the Site for new hires.
- Initiated two projects for New Hire training programs 1. New Learning plan with enhanced learning via introducing macro and micro level knowledge and skill assessments, live production with mentored support from 3rd day of Line of Business specific curriculum, 2 phases with progressive learning from low to high complexity queues.
- Exceptional contributions in initial conceptualization, implementation, and final deployment of the training programs (facilities, space, equipment, visual aids, and supplies).
- Delivered training based on principles of adult learning, using a variety of instructional methods and media appropriate for the proposed learning objectives.
- Identified new tools to enhance human capital capabilities across the organization.
- Evangelized a culture of lifelong learning with performance management for new hires, ramp (post-NH Certification) and bottom quartile.
- Anticipated and eliminated future skills gaps through incisive new L&D programming.
- Built relationships with third-party resources, vendors and partners to roll out innovative and experiential learning models.
- Generated monthly reports for training events and performances with appropriate documentation for all lines.
- Allied with the Service Quality, Human Resources, and Operations team for efficient and accurate training gap identification.
- Evaluated and monitored trainer performance and the effectiveness of training programs, and recommended for improvement for both delivery methods and course content.
- Exhibited skills in evaluating organizational training requirements and working with subject matter experts and senior leadership to design solutions optimizing onboarding, employee performance, and quality management.
- Collaborated with HR leaders to implement effective deployment and redeployment strategies.
- Contributed to regularly scheduled performance management processes.
Senior Delivery Manager - Training
Access Healthcare
12.2019 - 03.2024
- Role encompassed program development, team leadership, and ensuring the effectiveness of training initiatives to meet organizational goals.
- Manage communication routines with stakeholders at one to one level, group level, Business unit level (Training reports, new program communication, process/product, knowledge update/enhancements.
- Represent training team in client calls, project meetings and reviews.
- Stakeholder management: liaison with business operations teams, quality assurance team, hiring teams, design & ramp; development team and other functions for delivering on business goals.
- Conduct a yearly Training & Development Needs Analysis to identify requirements based on Organizational and Departmental objectives.
- Standardization - collaborate with other training divisions and stakeholders to standardize the training delivery, content (including redesign), roles etc.
- Project ramp program management of key training transition projects, new learning programs etc.
- Ensure that standardized methods for delivery, recording and reporting of training associates are in place and are being adhered to across the site.
- Support the site to have a continuous improvement program focus through leading and facilitating events and promoting employee engagement.
- Conduct and use performance reviews and skills gap analyses to identify training needs per department, team and individual.
- K E Y P R O J E C T S :
- Ramp To Goal Readiness - Conceptualized to skill train new hires on worklists management at end of the ramp phase to achieve production goals.
- Evaluated key metrics progress for the Partner lifecycle-based module.
- Lead restructuring of the curriculum, including 'the holistic workflow' and 'the base worklist' at the claim entry levels focusing on the increased claim reviews (easy to complex) on the same worklist, mock calls, call listening activities for proficiency.
- Delivered the first batch with a production of 131% and service quality levels of 90%+ for consecutive 2 months.
- New Hire & OJT Curriculum Improvisation - Strategized to reduce training timelines and to ensure earliest trainees billed to the production with an extended OJT phase expectation achieving enhanced Ramp performance.
- Diminished pre-process training timeline from 16 days to 5 days and process training to 7 days from 10 days, while improving OJT phase from 8 days to 25 days.
- Implemented learning phases - call listening sessions, group discussions, new scenarios, quality/common errors.
- Enhanced average quality ramp performance from 79% (8 batches) to 84% (11 batches) by implementing a new curriculum.
Senior Associate Manager - Training
Sutherland
06.2017 - 12.2019
- Evaluated and identified business's training and development needs, primarily at the managerial level ensuring effective coordination of training and development programs for the business.
- Acted as a key business partner in achieving business priorities through training and development, implemented new approaches and practices to enhance business objectives, leadership and executive engagement.
- Aligned and consulted on the oversight of all operations and Line of Business specific curriculum/content, training tools, and assessment.
- Planned, organized, and led training programs that ensured proper execution at all levels of the department.
- Responsible for the quality of training delivery, classroom administration, instructor training, effectiveness, and certification, tracking and measurement of new hire and supplemental training, and the performance of graduated employees.
- Spearheaded project management of training initiatives with key partners - planning, analysis, development, implementation, delivery and sustainment.
Assistant Manager Training
Wipro BPO
08.2014 - 06.2017
Product & Process Trainer
Intelenet Global Services
02.2013 - 08.2014
Technical Process Trainer
WIPRO BPO
11.2011 - 11.2012
Specialist Trainer - MTS
AEGIS BPO
02.2011 - 11.2011
Quality Analyst
WIPRO BPO
11.2007 - 09.2009
Education
M.Sc - Biotechnology
C.C.S. University
MeerutB.Sc - ZBC
RBC College
Calcutta, West BengalSkills
Goal synchronization