Harendra Kumar
Agra
Summary
Proactive manager with a proven track record of leadership, strategic planning, and problem-solving abilities. Excels at assisting senior managers in achieving demanding targets by motivating and coordinating staff while efficiently managing resources. Methodical and well-organized approach optimizes coverage and effectively meets operational demands.
Overview
11
11
years of professional experience
Work History
Deputy Manager
Spandana Sphoorty Financial
03.2023 - Current
- Develop and deliver training sessions on microfinance products, loan processes, and financial services
- Conduct onboarding training for new hires, focusing on company policies, product knowledge, and customer service skills
- Educate staff on compliance, regulatory guidelines, and risk management in microfinance operations
- Provide training on loan appraisal, credit risk assessment, and financial analysis techniques
- Collaborate with department heads to identify training needs and develop targeted programs
- Create and maintain training materials, such as manuals, presentations, and e-learning modules
- Facilitate workshops on customer relationship management and financial literacy
- Provide continuous coaching and feedback to employees to enhance performance and service quality
- Monitor the effectiveness of training programs through evaluations, assessments, and feedback surveys
- Organize refresher courses to ensure employees stay updated on regulatory changes and product updates
- Track and document employee progress, certifications, and completion of training programs
- Assist in developing training plans for underperforming staff to address specific skill gaps
- Stay informed about industry trends, new microfinance products, and best practices to update training programs
- Provide specialized training on loan recovery, customer engagement, and financial planning
Assistant Training Manager
Tech Mahindra
10.2022 - 02.2023
- Assist in the development and implementation of training programs for new hires and existing trainers and agents
- Support the Training Manager in overseeing day-to-day training operations
- Conduct training sessions on customer service skills, products, and company policies
- Monitor training progress and performance of agents during and after training
- Collaborate with team leaders to identify training needs and areas for improvement
- Assist in creating and updating training materials, including presentations and e-learning modules
- Provide feedback and coaching to trainers to improve their performance
- Organize and facilitate refresher courses for tenured trainers & team leaders to ensure continued service quality
- Assist in evaluating the effectiveness of training programs using assessments and performance data
- Track training completion and maintain records of entire team progress and certifications
- Coordinate with the Quality Assurance team to align training with quality standards
- Mentor and support junior trainers in their professional development
- Assist in the development of customized training plans for underperforming agents
- Ensure training materials are up-to-date with the latest policies and product information
- Stay informed about industry best practices and recommend improvements to the training process
Sr Facilitator - Capability Development
Firstsource Solutions
09.2021 - 09.2022
- Design and deliver training programs for new hires and existing employees
- Conduct onboarding for new agents, ensuring readiness for the job
- Develop and update training materials (manuals, presentations, e-learning)
- Identify skill gaps and create training to address those gaps
- Provide ongoing coaching and feedback to agents with the help of the TNI program
- Evaluate the effectiveness of training through assessments and performance metrics
- Facilitate soft skills training (communication, empathy, conflict resolution)
- Mentor and guide junior trainers in their roles
- Organize refresher courses for tenured employees
- Track and document training progress and agent certifications
- Assist in performance improvement plans (PIPs) by providing targeted training
Specialist-Quality
StarTek
08.2020 - 09.2021
- Conduct certification for the new higher support staff
- Conduct TTQ and certification for the new higher QA
- Provide feedback to Quality team members based on their performance
- Publish the Quality reports on a daily, weekly & monthly basis
- Conduct the call listening session with the client
- Monitor end-to-end performance of the Quality team
- Customer complaint management and solution
Credit Executive
Shriram City Union Finance
09.2016 - 07.2019
- Enhanced internal controls by establishing clear guidelines for documentation, approval levels, and reporting requirements in the credit process.
- Evaluated clients'' financial statements regularly to identify early warning signs of potential defaults or deteriorating financial conditions.
- Spearheaded credit policy revisions that led to better alignment with market trends and industry standards.
- Increased credit portfolio quality by implementing risk management strategies and conducting thorough credit analyses.
Quality Analyst
Intelenet Global Services
08.2013 - 07.2016
- Monitor and evaluate calls for adherence to quality standards
- Provide detailed feedback to agents on strengths and areas for improvement
- Ensure compliance with company protocols and regulatory requirements
- Reporting and Analysis & Process Improvement
- Identify trends and patterns in service quality through call analysis
- Participate in calibration sessions to ensure consistency in evaluations
- Collaborate with team leaders to address performance gaps
- Recommend process improvements based on audit findings
- Assist in the development of training programs to improve service quality
- Monitor adherence to legal guidelines such as data privacy and payment security
Education
Bachelor of Science - Mathematics And Computer Science
Dr Bhimrao Ambedkar University Agra
Agra06-2014
Skills
- Strategic Planning
- Cost analysis and savings
- Operations Management
- Decision-making capabilities
- Performance Improvements
- Staff Training and Development
- Process and procedure development
Reading Books
Self-Development: Books that focus on personal growth, productivity, and mental well-being often find their way onto my reading list. Titles like Atomic Habits by James Clear, The 7 Habits of Highly Effective People by Stephen Covey, and Grit by Angela Duckworth offer practical insights for improvement.
Languages
English
Upper intermediate (B2)
Hindi
Advanced (C1)
Timeline
Deputy Manager
Spandana Sphoorty Financial
03.2023 - Current
Assistant Training Manager
Tech Mahindra
10.2022 - 02.2023
Sr Facilitator - Capability Development
Firstsource Solutions
09.2021 - 09.2022
Specialist-Quality
StarTek
08.2020 - 09.2021
Credit Executive
Shriram City Union Finance
09.2016 - 07.2019
Quality Analyst
Intelenet Global Services
08.2013 - 07.2016
Bachelor of Science - Mathematics And Computer Science
Dr Bhimrao Ambedkar University Agra
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