Open To Work
KABEER SAYATA
Navi Mumbai
Work Preference
Summary
Change Management and Capability Leader with 9 + years of experience driving organizational transformation, product enablement and performance improvement across insurance, FinTech and SaaS domains. Experienced in leading change adoption initiatives, aligning stakeholders, and translating business strategy into scalable capability programs within regulated environments. Proven track record in product launches, vendor enablement, training development and improving customer and employee experience metrics.
Overview
10
10
years of professional experience
7
7
Certification
Work History
Change Management and Capability Lead
ICICI Lombard General Insurance
Navi Mumbai
06.2022 - Current
- Lead organizational change and capability initiatives supporting new product rollouts and operational transformation programs.
- Designed and executed change adoption strategies for product launches including Elevate and Wyn, enabling smooth transitions across business teams and vendor ecosystems.
- Managed end to end enablement for startegic partners including Apollo 24*7, Policy Bazaar, and Insurance Dekho to ensure consistent execution standards.
- Developed scalable learning frameworks, SOP's and communication plans supporting behavioral and process change.
- Monitored adoption metrics, performance trends and defect analysis to refine change interventions and improve operational outcomes.
- Supported audit-ready environments by aligning training governance with compliance and regulatory expectations.
- Led coaching and capability building initiatives, improving engagement, performance readiness, and KPI achievement.
Learning Experience Leader, (Change Enablement)
Taskus
Indore, India
01.2021 - 06.2022
- Supported organizational change initiatives for US -based FinTech client (Acorns) by enabling teams through structured learning and performance programs.
- Drove adoption of process and workflow improvements across teams, improving customer experience metrics including NPS and CSAT.
- Acted as bridge between operations, quality, and learning teams to support continuous improvement initiatives.
- Used performance data and feedback loops to refine learning strategies and improve business outcomes.
Product Trainer, Process and Capability Enablement
Teleperformance CRM Services
Indore, India
09.2017 - 01.2021
- Delivered product and process enablement programs for US cloud services client (Ingram Micro).
- Translated operational requirements into structured training solutions supporting services quality improvements.
- Partnered with quality teams to address performance gaps and standardize operational practices.
- Coached teams to improve adherence, performance consistency and customer outcomes.
Senior Client Relationship Executive
My Operator
Delhi, India
04.2016 - 08.2017
- Conducted product demonstrations and onboarding sessions for cloud telephony solutions,with enabled customer adoption through consultative engagement and product education.
- Collaborated with sales and support team to align customer needs with product capabilities.
- Contributed to revenue growth through solution oriented customer engagement.
Education
MBA - E-Commerce
IMS, DAVV
India2016
B. Com Hons -
Renaissance College, DAVV
Indore, India2012
Skills
- Change Adoption
- Organizational Change Management (OCM)
- Risk and Compliance Alignment
- Stakeholder Management
- MIS Reporting & Documentation (MS Excel and PPT)
- Data Analysis & Defect Management
- Transformation Programs
- Cross-functional Collaboration
- Delivery Governance
- Business Process Improvement
- Agile Environment
- Training Strategy and Instructional Design
Accomplishments
- Project Leadership & Product Launches Successfully led introducing a customer-centric product (Elevate) at ICICI Lombard, driving significant engagement and performance improvements.
- KPI Improvements in Training Programs Streamlined training initiatives, achieving notable improvements in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) while fostering a culture of excellence.
- Operational Excellence & Team Leadership Developed and mentored high-performing teams across multiple organizations, ensuring alignment with strategic goals and delivering consistent top-tier results.
- Improved project visibility and delivery efficiency by managing and tracking end-to-end workflows on JIRA, ensuring timely closure of tasks and reducing turnaround time.
Certification
- Agile Project Management – The Yes Academy Comprehensive training in agile methodologies, focusing on iterative planning, stakeholder collaboration, and adaptive project execution.
- Project Management Certification – PMKB Credentialed training in project planning, execution, monitoring, and controlling using industry-standard frameworks.
- Lean Six Sigma Yellow Belt – AIGPE Specialized expertise in process improvement, identifying inefficiencies, reducing waste, and improving quality.
- Lean Six Sigma White Belt – AIGPE Introductory knowledge of Lean Six Sigma principles, enabling a foundational understanding of process optimization techniques.
- Emotional Intelligence Practitioner – The Priority Academy Advanced training in leveraging emotional intelligence to improve team dynamics, communication, and leadership effectiveness.
- Product Management - Udemy and Learn Tube for gaining insights into prioritizing features and balancing customer needs with business goals.
Languages
English
Hindi
Timeline
Change Management and Capability Lead
ICICI Lombard General Insurance
06.2022 - Current
Learning Experience Leader, (Change Enablement)
Taskus
01.2021 - 06.2022
Product Trainer, Process and Capability Enablement
Teleperformance CRM Services
09.2017 - 01.2021
Senior Client Relationship Executive
My Operator
04.2016 - 08.2017
MBA - E-Commerce
IMS, DAVV
B. Com Hons -
Renaissance College, DAVV
Awards & Recognitions
- Highflier Award - ICICI Lombard General Insurance May '24.
- Best Training Manager of the quarter (Apr- Jun '24) - ICICI Lombard General Insurance.
- Best Support - ICICI Lombard General Insurance (Mar'2023).
- Core Performer of the Quarter (Best LXL) - Taskus (Dec' 2021.
- Bright Performer of the Month - My Operator (Jul'2016).
- Winner of Ad Mad Show - Renaissance College (Nov'2011).