Karuna Rabinder

1. Client Partnership & Advisory

· Act as a strategic advisor to senior client stakeholders, aligning L&D solutions with business priorities.

· Build long-term relationships through consultative engagement, insight-led conversations, and consistent value delivery.

2. Solution Design & Thought Leadership

· Lead the design of impactful, scalable, and future-ready learning solutions tailored to client needs.

· Bring in thought leadership on learning trends, behavioral change, and digital enablement.

3. End-to-End Program Ownership

· Oversee complete program lifecycle—from scoping and design to delivery, evaluation, and impact tracking.

· Ensure operational excellence in execution, including quality, timelines, resources, and stakeholder coordination.

4. Team Leadership & Capability Building

· Lead and mentor internal teams, building consulting capability and fostering a culture of ownership and innovation.

· Role-model client-centricity, accountability, and continuous learning.

5. Business Growth & Practice Development

· Drive account growth, identify new opportunities, and contribute to business development efforts.

· Develop strategic assets, codify methodologies, and represent the firm at industry platforms.

General Manager, Customer Success (L&D) March 2023-Apr 2024

1. Strategic Client Engagement

· Own senior client relationships, driving alignment, trust, and sustained value.

· Lead key conversations, business reviews, and proactive check-ins to strengthen partnerships.

2. Multi-Program Management

· Oversee simultaneous learning programs across regions and formats, ensuring timely, high-quality execution.

· Align internal teams, facilitators, and vendors for seamless coordination.

3. Customer Satisfaction & NPS Ownership

· Drive customer satisfaction across all touchpoints, with accountability for Net Promoter Score (NPS) and client feedback.

· Identify experience gaps and lead continuous improvements to enhance client delight.

4. Escalation & Risk Management

· Handle escalations with agility and empathy, ensuring swift resolution and restoring client confidence.

· Implement preventive mechanisms and early warning systems to mitigate risks.

5. Process & Operational Excellence

· Build and optimize execution frameworks for consistency, scale, and efficiency.

· Develop playbooks, governance models, and tracking mechanisms to ensure delivery excellence.

6. Global Team Leadership

· Lead and grow a high-performing global team, fostering accountability, agility, and a client-first mindset.

· Invest in capability building, coaching, and culture development.

7. Stakeholder Management

· Engage a broad stakeholder base with structured, transparent communication and alignment.

· Collaborate cross-functionally to deliver integrated, impactful learning experiences.

General Manager - Facilitation & Content: August 2021 - March 2023

1. Facilitator Pool Readiness

· Build and maintain a robust facilitator network aligned to business forecasts and delivery needs.

· Ensure timely availability across locations, topics, and formats.

2. Certification & Capability Building

· Drive Train-the-Trainer (TTT) programs to certify, onboard, and upskill facilitators.

· Maintain a strong bench of delivery-ready, high-quality talent.

3. Cost & Delivery Efficiency

· Manage facilitator costs within budget (≤10% of revenue) without compromising delivery quality.

· Maximize utilization and scheduling efficiency.

4. Content Quality & Turnaround

· Ensure content meets high standards for quality, relevance, and engagement.

· Deliver content requests within or ahead of defined TATs.

5. Knowledge Management

· Maintain a structured, up-to-date content and knowledge repository.

· Enable easy access, version control, and regular refreshes.

Key Achievements:

1) Brandon Hall award for Best Leadership Development Program for the year - 3 awards based on design and demonstrable impact.(FY 2024-25)

2) Ran a global delivery for large manufacturing organization across 10 geographies, 53 countries, and 12 time zones - This success prompted the deal value to double for Fy 26

3) Instrumental in the solution design for a landmark deal with one of the Big 4 companies. 3 solutions, 17000 participants over 3 years. Responsible now for the execution and delivery of the same - FY 26

4) Designed and executed a learning solution of one of India's leading IT organizations covering 7000 bench resources in a 6 month period with 34 hrs of custom learning engaging 80 facilitators and managing upto 72 parallel sessions per day across 3 formats of training.

5) Set up facilitation management practices to streamlines pricing and tiers across facilitators. Grew the pool from 60 to over 200 partner facilitators within 12 months. Initiated facilitator forum Kommune that is now an annual event

• Interact with customers, understand their business challenges and design a solution that would be best suited for them. The proposed solution could include multiple dimensions such as assessments, training, process definition and review, support services, coaching etc.
• Handle Account Management of key clients and ensure that client communication and governance for the same are on point. Also responsible for managing trainers, logistics, reporting etc required for the smooth conduct of any session.
• Design and develop content, do content reviews and ensure facilitator readiness for upcoming sessions.
• Conducted over 100 workshops across levels and industries including: Retail, Pharma, Power Sector, Renewable energy, Travel-Aviation, Insurance, IT-ITES, Education etc
• Instrumental in creating processes that helped a Pharma client win Best Employer brand
• Key in helping participants work on various change initiatives in a large Retail client that has resulted not only in monetary savings but also process efficiency.

• Company Overview: Organisation size: 1500
• Organisation revenue: $ 70 Million
• Establish an organization wide learning management strategy. Standardized learning/development plans and learning evaluation methodology.
• Improve business KPIs through design & delivery of Integrated learning.
• Facilitate and drive culture of Innovation, Inclusion, self-directed learning.
• Organisation size: 1500
• Organisation revenue: $ 70 Million
• Developed a database of technical, aptitude and verbal ability questions that ensured transition from manual evaluation of freshers to an online and error free system. This cut down the hiring evaluation time and reduced number of resources needed for recruitment drives.
• Reduced training duration of freshers by 50% by converting classroom training to blended mode.
• Drove the AWS Cloud accreditation process and ensured 98% certification across the organization including non-technical staff within 30 days across US and India.

• Company Overview: Organisation size: 1,20,000
• Organisation revenue: € 13 billion
• Plan, Organize, Execute and Lead all leadership development and talent management activities across ATOS India (Currently 9000+ employees across 5 Locations).
• Created multi-level leadership pipeline, through Organization Talent Review.
• Identification, design, development and execution of role/level based leadership interventions.
• Organisation size: 1,20,000
• Organisation revenue: € 13 billion
• Worked directly with the CEO, India to design and implement “PASSPORT” a 5 day multidisciplinary Manager Development Program for high potential Sr Managers, culminating with a Master Class with the CEO.
• Designed and developed the roadmap for the Atos Leadership School which was an India centric roadmap for Talent Management that included technical, domain and people competencies.

• Company Overview: Organisation size: 3000+
• Organisation revenue: $ 38 million
• Set up the Learning and Development vertical and create an organization wide learning culture.
• Streamlining of the Employee relation framework. Define and monitor output from ERM(Employee relations manager) routines.
• Organisation size: 3000+
• Organisation revenue: $ 38 million
• Increased participation in employee voice survey by over 30%. Actioned and monitored taskforces for the same.
• Hosted Mark Inglis – Double amputee to climb Mt Everest as part of a employee engagement activity.
• Reduced attrition by 4 points in 8 months.
• Developed pool of internal facilitators to decrease vendor dependency.
• Designed, developed and delivered 1st ever team leader development program.

• Company Overview: Organisation size: 20000+
• Organisation revenue: $ 450 million
• Extended L&D direction and purpose to IT & ITES verticals, encompassing 12,500 employees across APAC region.
• Anchored all training activities that included analysis, design and development of training material including executive development programs.
• Led succession planning exercises across geographies. Managed multi-location teams.
• Organisation size: 20000+
• Organisation revenue: $ 450 million
• Played a key role in winning two HR Excellence Awards - ‘Asia Best Employer Brand Award–‘Award in Talent Management’ and ‘Innovation in Career Development’ for India & APAC region for Learning & Development efforts.
• Initiated a new career management program ‘Altitude’ for entry-level staff and developed an effective succession planning exercise. This was a highly successful module that was considered a prestigious program achieving greater employee retention.
• Contributed as a Consultant for entire Aditya Birla Group providing crucial inputs for drawing-out performance appraisal content.
• Certified by the Aditya Birla Group to run the group talent management processes that include conduct of Development Assessment Centers, interpretation of DAC reports, and creation and tracking of individual development plans across group companies.
• Was promoted from Dy Manager to Manager within 3 months of joining. Given responsibility to manage training for an entire business vertical.