Kanika Kapahi
Summary
Results-oriented Learning & Development Leader with 15 years of experience in shaping learning strategies across BFSI and enterprise ecosystems. Currently leading Operations Training, focusing on blended and digitally enabled solutions that align with business objectives. Expertise includes Training Needs Analysis, learning design, and analytics, with hands-on experience in AI tools to enhance content creation and operational efficiency. Committed to leveraging emerging technologies for impactful learning outcomes.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Senior Lead (Operations Training)
Bajaj Life Insurance Company
10.2024 - Current
- Spearhead operational training initiatives for Customer Retention, Customer Experience, and Branch Operations, driving 15–20% improvement in service quality metrics
- Conducted Training Needs Analysis (TNA) to identify skill gaps and design targeted training interventions aligned with business objectives
- Improved role readiness by reducing time between joining and induction training by 30% through structured onboarding interventions
- Enabled AI adoption across branches through a GenAI-powered Knowledge Bot, reducing query resolution time by 20% and improving First-Time Resolution (FTR)
- Implemented AI-based assessment of knowledge gaps, enabling personalized training interventions and more targeted learning outcomes
- Led development of AI-driven trainings and customized learning pathways to enhance learner effectiveness and engagement
- Develop micro-learning content using GenAI tools across platforms such as Articulate, Vyond, and Canva, improving speed and scalability of content creation
- Monitor and evaluate training effectiveness using data-driven insights, enabling continuous improvement and measurable business impact
Senior Lead Training & Development
Bajaj Finance Ltd
08.2021 - 09.2024
- Led team of trainers, monitored performance against pre-defined KPIs to ensure training effectiveness.
- Managed trainer performance and development to enhance training quality.
- Develop new learning programs with subject matter experts based on the project requirements.
- Training the existing trainers and evaluation of new trainers before deployment. Design a trainer deployment strategy based on trainer classification
- Conducted trainer capacity planning and performance monitoring to estimate requirements across locations and subjects, classifying trainers based on past performance to identify those needing support.
- Recommend corrective and preventive actions in case of consistent underperformance by some trainers.
- Developed and managed the hiring process for an accredited trainer pool across 22 states.
- New Product Development and content creation and launch of new initiatives.
- Stakeholder collaboration for design and development of new programs
Trainer/Consultant
HDFC Bank
10.2018 - 07.2021
- Associated with HDFC Bank as an em paneled trainer, responsible for conducting onboarding programs, train staff working on different projects for HDFC employees covering various topics KYC/AML, Mis-selling, fraud prevention, Retail branch banking products and processes.
- Delivered tailored training programs to meet specific learner needs.
- Trained new employees and frontline staff on KYC compliance while onboarding new clients, risk categorization, and monitoring of accounts.
- Trained the frontline staff on customer experience, product knowledge, processes, and client service.
- BFSI Skill Sector Council -Content design and development (ILT and e-learning). Apply instructional design strategies to develop rich content.
- Conducted Campus to Corporate workshops with Ozone Education Consultants Pvt Ltd, collaborating with colleges in Mumbai and Pune.
- BSE Institute- Design and deliver customized sessions on Banking operations. Evaluation of effectiveness of the sessions
Adjunct Faculty
Symbiosis School of Banking & Finance
08.2016 - 10.2018
- Conducted corporate training sessions and classroom sessions for banking and finance students.
- Developed training content for various banking programs conducted by SSBF.
- Oversaw training programs conducted by SSBF and facilitated skill development training for young graduates.
- Conducted sessions for SSBF MBA, PGDBF, CPBFI (CSR Bajaj Finserv), and corporate training programs, delivering targeted education to diverse audiences.
Training Manager
Times Center for Learning Ltd. (Timespro)
06.2014 - 07.2016
- Conducted instructor-led training on core banking, wealth management, soft skills, and Finacle core banking system to enhance team knowledge and performance.
- Facilitated induction program for new batches to ensure smooth transition and integration of new employees.
- Selected and onboarded new candidates to build a skilled and capable training team.
- Update the records of marks and attendance of each batch on LMS & CMS.
RM NRI Preferred Banking
Standard Chartered Bank
03.2008 - 07.2013
- Managed HNI clients, assisting with risk allocation and diversification through tailored product recommendations.
- Ensured KYC adherence during onboarding of new customers to mitigate compliance risks.
- Ensured KYC compliance in existing accounts based on risk categorization, aligning with internal and external guidelines.
Education
PGDBM - Marketing
ITM Business School
Chennai 04.2006 - 03.2008
B.Com - Commerce
National Degree College
Lucknow 04.2003 - 04.2006
Skills
- Training needs analysis
- Instructional design
- Training program design
- Content development
- Compliance training
- Learning technologies
- Performance monitoring
- Stakeholder collaboration
- Digital content creation
- Employee development
Team building
Certification
- Certificate in Instructional Design- Story Boarding (Linked In Learning)
- ACAMS Certificate for Enhancing Financial Inclusion with a Risk Based Approach
Digital Data Ai Capabilities
- AI-enabled content creation & curation (scenario writing, assessments, microlearning, facilitator guides)
- Use of generative AI tools to accelerate storyboarding, simulations, role-plays, and knowledge checks
- AI-supported learning analytics for feedback analysis, learner engagement trends, and program optimization
- LMS / LXP optimization using data-driven insights for learning journeys and completion governance
- Exposure to automation and digital workflows to streamline learning operations and reporting
Languages
English
Beginner
A1
Hind
Beginner
A1
Timeline
Senior Lead (Operations Training)
Bajaj Life Insurance Company
10.2024 - Current
Senior Lead Training & Development
Bajaj Finance Ltd
08.2021 - 09.2024
Trainer/Consultant
HDFC Bank
10.2018 - 07.2021
Adjunct Faculty
Symbiosis School of Banking & Finance
08.2016 - 10.2018
Training Manager
Times Center for Learning Ltd. (Timespro)
06.2014 - 07.2016
RM NRI Preferred Banking
Standard Chartered Bank
03.2008 - 07.2013
PGDBM - Marketing
ITM Business School
04.2006 - 03.2008
B.Com - Commerce
National Degree College
04.2003 - 04.2006