Jyotsna Vasudevan
Sr. Learning Manager
Summary
Sr Learning Manager – Learning & Development
Site Learning Lead
Regions: Australia & NZ, India PROFILE
An articulate & dynamic professional with 18+ years of experience across IT/ITES Training Operations management, Account & Service Delivery
Proven Project and People management skills coupled with professional competencies in mobilizing and judiciously managing resources
Key experience in managing different Ramp / Transitions, End to End Training cycle and enhancing customer/clients’ satisfaction through Focused Team work, Training Delivery & operational excellence
Specializes in Ramp Training & Transition, Client Delivery & Management, Leadership Training, Site Operational Training Delivery
ACADEMICS & PROFESSIONAL ENHANCEMENT
Overview
18
18
years of professional experience
Work History
Sr. Learning Manager
Sitel India Pvt Limited
09.2021 - 06.2022
- Responsible as Site Training Lead, across Two Regions - IN &ANZ managing End to End Training Needs and Client Relationship for all Accounts
- Span included 2400+ HC across regions supporting 20+ clients across all verticals and Geography
- Ensuring Training Resources and Ratios along with TSLA is maintained and solution succession needs
- Defining Key Processes for Training Delivery, Engagement & Onboarding for all Employees
- Implement and execute the Training strategy by reviewing account level plans for different clients in order to expand the footprint and Focus on Organic Growth
- Collaborate with Leadership Management across all Functions and Solution Training Needs for both New Hires and Leaders
- Partnering with PMO, Accounts Management and Operations Leads to Strategize, Plan Support and execute End to Training Needs for all accounts
- Facilitate implementation of Key Training Initiatives & Performance projects in order to impact client business metrics
- Lead Transition of New LOBs and campaigns as Site Training Lead
- Manage competency and Skill mapping for associates
Site Learning Manager
SITEL India Pvt Ltd
07.2013 - 08.2021
- 2013 - 2016 - Assistant Training Manager, Site Training Lead (CHN)
- 2016 - 2021 - Manager, Site Training Lead (CHN & HYD)
- Ensuring seamless End – End Training Delivery and align strategically with operations and client for achieving Key Training and Client KPIs
- Monitoring the overall functioning of process, identifying improvement areas and implementing adequate Governance measures
- Developing, engaging and managing the Training team both Functionally along with Development of People Talent
- Fostering and maintaining two-way communication channels between operation teams and business partners
- Training Needs planning and forecasting based on Capacity, Client Expectations & Operational Requirements
- Handling all Accounts across LOBs supporting Different geographies including EMEA, LATAM, IN, NA & APAC
- Partnering on Key Project initiatives across Regions on Process improvements for Specific Clients
Learning Specialist
Sitel India Private Limited
01.2007 - 06.2013
- Responsible for New Hire class Room Training specializing in Foundation Skills, Cultural Orientation, Soft Skills and Language
- Cross _ Skilled to train Various other accounts across regions including India Businesses
- Building relationships with Operations and Internal Stakeholders to work on continuous Training skill and knowledge gaps and initiatives to drive Performance
- Liaison with the senior management for planning, ideating and creating key strategic initiative to be implemented
- Handled Special Leadership Training for specific accounts as per Client requirements
Front Line Agent / Floor Coach
Lawkim Godrej Solutions
10.2005 - 09.2006
Handling Voice Calls for International CS Account
Promoted as "Communication Coach" for Tech Account
Handling Soft Skills and Language Coaching for associates
Drive Floor Intervention Projects
Communication and Language Trainer
Lawkim Godrej
12.2003 - 09.2005
- Language Trainer for TOEFL, GRE and GMAT aspirants
- Soft Skills and Behavioral Training for Various Tech & CS based Org
Education
Bachelor of Science -
Anna University
04.2001 -
Skills
Service Training Delivery OperationsProcess, People & Performance ManagementBusiness & Financials Value AddClient ManagementTraining Contract / SLA ManagementLeadership & Talent ManagementVirtual MOOC and E-LearningRisk & Compliance ManagementOrganization Resource and Talent DevelopmentStrategic Alignment & PlanningInduction and OnboardingBachelor Of Science – University of MadrasLean TrainingSix Sigma YBFinancial, Invoice & Metric Bridge planningPMPVirtual Micro learning studio, LMS ToolsDISC Leadership EssentialsVariance ManagementExperience managing Omnichannel support across verticalLMS & Knowledge ManagementPersonal SkillsStrong Interpersonal SkillsStrategic Planning and Decision-Making SkillsAligned to Business NeedsPeople Leader
Accomplishments
- Accomplishments at a Glance
- Responsible for managing the entire spectrum of the Site Training Function including New Hires, Continuous Training, Performance Management, Leadership Training, Employee Onboarding and 0-90 Days Engagement for over 1300 HC across two Indian Sites
- Consistently Meeting Key THROUGHPUT metric for all Accounts
- Have been integral part of 6 key accounts Transition across regions collaborating and managing clients and setting and executing key End to End Training Processes
- Have been key player in leading several POCs resulting in successful Transition
- Effectively recognized and applauded by clients for exemplary performance and deliverables
- Accredited with appreciation from internal Stake holders for best talent management and utilization of resources
- Leading Enhanced Training Initiatives during crisis situations
- Regional Communication and Soft Skills Lead for driving key processes and Training initiatives at foundation Level
- Part of Key Projects involving Virtual Training Initiative to improve Cultural orientation and Sales for specific EMEA regions
- Leading Internal Upskill Project from India Businesses to Other Geographies to drive internal growth and sustain talent
- Have worked in all 4 sites In INDIA either as a Specific Training account Lead / Site Learning manager
- Part of key internal Organizational Initiatives like improve Diversity & Inclusion, Enhanced Employee Engagement
- Transforming the process from focus on conventional methods to incorporating varied unconventional methodologies to drive best-in-class performance both W@H and WFO set up
- Sitel India Private Limited xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx Assistant Learning Manager– IN Jun’13 – Nov’16
- Spearheading the entire gamut of all account’s training delivery needs, managing defined TSLA with agreed timeline, quality criteria & contractual commitments
- Implementing systems & processes that deliver towards 100% conformance to Internal /Client Training goals
- Ensure comprehensive Training governance in place to meet Training needs for all levels
- Building relationships with other Division & cross Functional resources in order to support identification, review, prioritization and execution of key business training actions to drive best results
- Liaising with the senior management for planning, ideating and creating key strategic initiative to be implemented
- Steering diverse responsibilities including strategy planning & execution, new initiatives in Training; analyzing business needs & identifying Training initiatives to exceed goals
- Following standardized and Best Global Training Practices within the entire business unit thereby ensuring consistency, prudence and control driven environment
- Accomplishments at a Glance
- Handling the entire Training cycle for new hires including Foundation, Process and Nesting for New hires
- Site Leadership Training needs were executed timely and met as per requirements
- Spearhead Training Initiatives to confirm to new age Digitalization requirements
- Effectively recognized and applauded by clients for exemplary performance and deliverables
- Successfully led the team on acquiring new work through several POCs
- Sitel India Private Limited Learning Specialist– IN Jan’07 – Dec’13
- Responsible for New Hire class Room Training specializing in Foundation Skills, Cultural Orientation, Soft Skills and Language
- Implement Various facilitation skills to ensure the Team meets the competency and skills required as per Process
- Cross _ Skilled to train Various other accounts across regions including India Businesses
- Building relationships with Operations and Internal Stakeholders to work on continuous Training skill and knowledge gaps and initiatives to drive Performance
- Liaising with the senior management for planning, ideating and creating key strategic initiative to be implemented
- Handled Special Leadership Training for specific accounts as per Client requirements
- Accomplishments at a Glance
- Handling the entire Training cycle for new hires including Foundation, Process and Nesting for New hires
- Promoted as LS to Sr
- LS and Learning Manager Growth Point During this period handling both Training as well as being a Mentor assisting the LM with Functional needs
- Trained accounts for all sites in India and Virtually for other Geographies as well
- Effectively recognized and applauded by internal leads and Clients for value added Training deliverables
Timeline
Sr. Learning Manager
Sitel India Pvt Limited
09.2021 - 06.2022
Site Learning Manager
SITEL India Pvt Ltd
07.2013 - 08.2021
Learning Specialist
Sitel India Private Limited
01.2007 - 06.2013
Front Line Agent / Floor Coach
Lawkim Godrej Solutions
10.2005 - 09.2006
Communication and Language Trainer
Lawkim Godrej
12.2003 - 09.2005
Bachelor of Science -
Anna University
04.2001 -