Summary
Overview
Work History
Education
Skills
Trainings Attended
Personal Information
Achievements Initiatives
Timeline
Generic

Jaya Sharma

Delhi - NCR

Summary

A competent Learning and development professional with 8+ years of cross functional experience in the BFSI Industry. Area of expertise is mapping the business requirements with training needs and creating learning framework henceforth. Excellent people's leader with proven abilities in people management & employee engagement.

Overview

20
20
years of professional experience

Work History

Self Employed
11.2013 - Current
  • Managing a small investment and stock trading work-from-home business idea.
  • Developed and refined trading strategies through self-study and hands-on experience.
  • Successfully navigated various market conditions, including bull and bear markets, economic downturns, and geopolitical events.
  • Demonstrated ability to manage risk, adjust to changing market conditions, and adapt trading strategies accordingly.
  • Utilized technical analysis tools, chart patterns, and indicators to inform trading decisions.

Assistant Manager - Learning & Development

Genpact
02.2011 - 11.2013
  • Managed, directed and led the support staff team for Santander Cards with a span of 200+ associates. Overall responsible for meeting all Training and Support function CTQs.
  • Driving People Development trainings and met 100% penetration in 2012.
  • Certified Trainer for Corporate Etiquette, E-mail Writing skills, Communications Skills Training.
  • Launched Banking Domain program and met 100% certification for all associates in 2012.
  • SPOC for managing client & Genpact training audits - have successfully led the Annual client audits in Feb 2011 & 2012, Mock & the actual ISAE Audit for 2011 & 2012 - All audits met the compliance requirements without any observations.
  • Updating, Creating & standardisation of SOP's as per business requirement.
  • Drive Training need and Identification by identifying the bottom performers and improving their performance.
  • Monthly Knowledge assessment test conducted to ensure knowledge retention.
  • Driving Up-skilling & Cross-skilling within processes to ensure uninterrupted service delivery.
  • Driving process trainings and inductions for New hire effectiveness.
  • Creating Training curriculum and content with standardized reporting structure in place.
  • Ensuring various Audit Standards are met by maintaining training database and preparing dashboards to establish a governance structure.

Team Leader - Customer Service Operations

Genpact
08.2008 - 02.2011
  • Managing daily operations for a team of 25 heads dealing in Credit Card Customer Services for high end stores in the UK.
  • Managed attrition numbers with lowest attrition percentage of 18% for year end.
  • Managing Service Delivery for the team, to ensure volumes were met.
  • Identifying the improvement areas for the team and implementing measures to maximize their performance to meet customer satisfaction level.
  • Tracking Early warning system for the business, empowering us in retaining resources and keeping a check on retaining resources.
  • First point of contact for the client for any updates, communications or issues on process knowledge.
  • Created and developed a ready reckoner for the FLAs for any on call queries to ensure quick resolution of queries and reduce hold time on calls.
  • Played a key role in talent acquisition by Pre - hire orientation and voice hiring.
  • Handling Customer and Client Escalations.
  • Successfully prepared dashboards for the process and team reflecting performance on important metrics, conducting call listening session on regular basis and providing feedback.
  • Part of the Fun at work activities - planning and organising various events and activities to promote employee engagement.
  • Lead and driven the New system migration for the Gurgaon site - including training and upskilling of 200+ heads, liaising and coordinating with the client and ensuring a smooth transition for the customer.

Trainer/Coach - Customer Service Operations

Genpact
06.2007 - 08.2008
  • As a Call Quality Coach, monitored calls for front line associates basis call quality parameters.
  • As a Trainer was responsible for planning, delivering and reviewing process training, to meet the identified competency requirements of the target group.
  • Up-skilled 100 heads on the new process tool introduced by the client and ensured smooth transition.
  • Reporting and analysing process accuracy for new hire performance on weekly/monthly basis.

Subject Matter Expert - Customer Service Operations

Genpact
12.2006 - 06.2007
  • Managing and upskilling new hires between 0-6 months, helping them in streamlining their performance and helping them come up the learning curve.
  • Working closely with the trainers and help plan and review process training, to meet the identified competency requirements of the target group.
  • Communication SPOC for the process - ensuring smooth and effective transition of updates and communications from the clients.

Associate - Customer Service Operations

Genpact
05.2005 - 12.2006
  • Addressed inbound customer service calls for private labelled credit cards queries.

Education

C.B.S.E (Class 12th ) - undefined

Summer Fields School
Delhi

C.B.S.E (Class 10th ) - undefined

Summer Fields School
Delhi

Skills

  • Leadership & People Management
  • Excellent Communication & Interpersonal Skills
  • Critical Thinking & Problem-Solving
  • Data Analysis & Decision-Making
  • Strategic Thinker & Detailed Oriented
  • Emotional Intelligence
  • Project & Time Management
  • Team Player & Positive Thinking
  • Flexible And Open To Ideas
  • Trading strategy development and refinement
  • Market psychology and sentiment analysis

Trainings Attended

  • Six Sigma Green Belt - Trained
  • Train the Trainer L1 certified

Personal Information

Date of Birth: 01/19/85

Achievements Initiatives

  • 2011, Gold Award for Smooth Knowledge Transfer of new transition - General Insurance Claims business.
  • 2009, Silver Award for successfully leading and driving client's New Late Fee Removal process.
  • Rewarded for the smooth transition/migration of a new system introduced by the client.
  • Rewarded with 5 Bronze Awards and 1 Silver Award (for best performance as an agent & contribution towards Coaching and Training).

Timeline

Self Employed
11.2013 - Current

Assistant Manager - Learning & Development

Genpact
02.2011 - 11.2013

Team Leader - Customer Service Operations

Genpact
08.2008 - 02.2011

Trainer/Coach - Customer Service Operations

Genpact
06.2007 - 08.2008

Subject Matter Expert - Customer Service Operations

Genpact
12.2006 - 06.2007

Associate - Customer Service Operations

Genpact
05.2005 - 12.2006

C.B.S.E (Class 12th ) - undefined

Summer Fields School

C.B.S.E (Class 10th ) - undefined

Summer Fields School

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Jaya Sharma