Ivy Kadam
Global Training Manager
Mumbai,Maharashtra
Summary
Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
3
3
Languages
3
3
Certificates
Work History
Global Training Manager
Accenture Private Ltd
Mumbai
09.2016 - Current
- Talent Development and Succession Planning: currently, I oversee a global team consisting of 70+ trainers and 5 site training leads. My main responsibilities include assessing their skills, talent, and performance, as well as preparing comprehensive written evaluations with actionable advice for improvement. Additionally, I am accountable for conducting annual performance and appraisal discussions, develop career paths, and design training programs to support talent development, succession planning & ensure the achievement of training goals and milestones
- Automation: of training reports, trainer/training lead scorecards, trainer observation/assessment forms, and knowledge test reports, significantly reduced manual efforts and allowed trainers to make the best use of their time. These automated processes were implemented as dashboards on AWS. Additionally, I developed a comprehensive training SharePoint platform that served as a centralized hub for all training data across different locations. This SharePoint platform was instrumental in creating a Learning metrics dashboard on AWS, providing valuable insights into training effectiveness. Overall, my contributions streamlined training processes, minimized manual tasks, and enhanced data visualization through AWS dashboards
- Training Strategy Development: developing a comprehensive training strategy aligned with the organization's goals and objectives on a global level. This includes identifying training needs, gaps, and opportunities
- Training Program Design: designing and developing training programs and initiatives that cater to the diverse needs of employees across different regions and cultures. This involves creating engaging and effective training materials, such as e-learning modules, instructor-led sessions, workshops, and job aids
- Training Material Development: Creating/sourcing training materials, resources, and tools required for effective training delivery. This involves designing presentations, handouts, online courses, and multimedia content
- Global Training Delivery: coordinated and facilitating the delivery of training programs globally. This involves working with regional & local training teams to ensure consistent delivery and quality of training content
- Training Evaluation and Metrics: implementing methods to evaluate the effectiveness of training programs, such as conducting post-training assessments, gathering participant feedback, and measuring key performance indicators. Analyzing training metrics to identify areas of improvement and make data-driven decisions
- Global Training Coordination: coordinating training initiatives across different regions and departments, ensuring consistency in training standards and materials. This involves working closely with local training teams, subject matter experts, and stakeholders to ensure successful implementation of global training programs
- Stakeholder Engagement: collaborating with key stakeholders, such as HR, department heads, and senior management, to understand business objectives and align training initiatives with organizational needs. Building relationships with global stakeholders to ensure buy-in and support for training programs
- Learning Management System (LMS) Administration: overseeing the implementation and administration of the organization's learning management system, ensuring that training materials are accessible, tracking learner progress, and generating reports
- Professional Development: keeping abreast of industry trends, best practices, and emerging technologies in training and development. Continuously developing personal knowledge and skills in learning methodologies, instructional design, and training delivery techniques.
Lead Voice & Accent Trainer
Concentrix Daksh Pvt Limited
Mumbai
04.2014 - 05.2016
- Mentor new trainers: up skill and sign off new entrants in the team, conduct TTT certification program for quality analyst, voice coaches & junior trainers along with trainer observations
- Hiring interviews: conducted the CAT assessment and presentation rounds for trainer applicants to gauge language, communication and facilitation skills. Also conducted CAT assessments for candidates at the hiring stage and new hire batches
- New hire pre-process and process batches: certified as a Universal trainer to conduct new hire training & voice bridge sessions for agents in process training
- Content Development: designed and developed content/modules/session plans for pre process, soft skills training, floor refreshers & campaigns/workshops
- Floor Initiatives: planned and led floor initiatives/campaign to drive key quality aspects and changes, conducted refresher sessions bases the TNI, audited and coached the BQ performers, prepared and published educational and motivational mailers for the floor
- Calibration: led calibrations with the client, stakeholders and quality team to ensure the process information is followed correctly and consistently across teams
- Reporting: created & maintained training records, prepared decks for weekly/monthly reviews, created and published a new audit tool bases operational and client requirement
- Training workshops: certified to conduct sessions on stress management, time management, customer service & attitude, receiving feedback, recast, email etiquette etc, for agents, trainers, SMEs, quality analyst and team leads
Executive Voice & Accent Trainer
First source Solutions Limited
Mumbai
06.2010 - 03.2014
- Mentor new trainers: up skilled and signed off new entrants in the team, conducted workshops on Facilitation & Presentation skills, GROW model used for coaching for new trainers, conducting trainer observations and super coach sessions
- Hiring interviews : conducted the V&A assessment and presentation round to assess language and facilitation skills for trainer applicants. Also conducted CAT assessments (V&A assessments) for candidates at the hiring stage and new hire batches
- New hire pre-process and process batches: conducted new hire training for all voice and non-voice processes (US, UK & Australian), conduct V&A interventions during process training and OJT
- Content Development: designed and developed content/modules/session plans for pre-Process, soft skills training, floor refreshers & campaigns/workshops
- Calibration: led calibrations with the client/stakeholders to ensure consistent scoring & feedback delivery approach
- Floor Initiatives: planned and led floor initiatives/campaigns to drive key quality aspects and changes. Conducted refresher sessions bases the TNI. Audited and coached the BQ performers on the floor
- Reporting: created & maintained training records, prepared decks for weekly/monthly reviews
Voice and Accent Assessor
Intelenet Global Services
Mumbai
06.2008 - 06.2010
- V&A assessments: certified by British Council to assess candidates at the hiring stage & reassess reject candidates
- Mentor New Assessors: up skilled and signed off new entrants in the team
- Reporting: created & maintained assessment records, prepared decks for weekly/monthly reviews
Education
Diploma in Human Resource Management - Human Resource Management
Wellingkar Institute of Management
Mumbai 06.2007 - 04.2008
Bachelor of Commerce - Financial Accounting and Auditing
Mumbai University
Mumbai 06.2005 - 03.2006
Skills
Adult learning theories
undefinedAccomplishments
- People Leadership for Beginners
- Managerial Effectiveness
- Strategic Thinking and Problem Solving
- Leading Truly Human Teams
- Storytelling Fundamentals
- Client Relationship Management
- Managing Omni-connected Teams
- Managing Meaningful Conversations
- Delivering High Performance through Client Centricity
- V&A Train the trainer program
- GROW model and coaching skills, stress & time management, Email etiquette
- British Council workshop (certified on the Common European Framework)
Additional Information
- Team A, Core value champion, Star of Business award, Leadership DNA & Emerging Team lead awards won at Accenture
- Going the Extra Mile Award at Concentrix Daksh Pvt Ltd Reward & Recognition: Leading in the new award at Accenture Solutions Pvt
- Overall Contribution to the Training Team and Extra Miller awards won at at Firstsource
Work Preference
Work Type
Full TimeWork Location
HybridOn-SiteRemoteImportant To Me
Work-life balanceCareer advancementCompany CulturePersonal development programsCertification
Instructional Design Training
Timeline
Instructional Design Training
03-2024
Lean Six Sigma AI Yellow Belt
11-2023
Learning & Development Training
08-2023
Global Training Manager
Accenture Private Ltd
09.2016 - Current
Lead Voice & Accent Trainer
Concentrix Daksh Pvt Limited
04.2014 - 05.2016
Executive Voice & Accent Trainer
First source Solutions Limited
06.2010 - 03.2014
Voice and Accent Assessor
Intelenet Global Services
06.2008 - 06.2010
Diploma in Human Resource Management - Human Resource Management
Wellingkar Institute of Management
06.2007 - 04.2008
Bachelor of Commerce - Financial Accounting and Auditing
Mumbai University
06.2005 - 03.2006
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