KHUSBU SINGH

PROJECTS:

1. TITAN Company Ltd.

Designation: Regional Training Manager

Scope of Responsibility:

• Manage training operations for the North Region (9 states), encompassing three divisions: Large Format Stores (Fragrances & Handbags), World of TITAN (Fragrances)and General Trade (Fragrances).
• Oversee training activities across 180 retail stores (Fragrances and Handbags) and 100 retailer points (General Trade), ensuring alignment with organizational goals.

Training Development and Delivery:

• Design and deliver engaging training programs for retail sales officers and supervisors, focusing on advanced sales techniques, customer engagement, and team management.
• Create and implement comprehensive monthly training calendars, incorporating course plans, scheduling, and departmental rotations.
• Develop customized training plans in collaboration with Area Business Managers, catering to specific regional needs and business objectives.
• Plan and facilitate workshops, presentations, role-playing exercises, and simulations to enhance staff knowledge and on-ground performance.
• Conduct needs assessments to identify gaps in knowledge and tailored training programs to address them effectively.
• Regularly review and update training curriculum to ensure relevance, accuracy, and alignment with industry trends.

Stakeholder Engagement and Collaboration:

• Partner with divisional heads, Area Business Managers, and cross-functional teams to align training initiatives with broader organizational strategies.
• Produce detailed regional training activity reports for review by senior management, highlighting outcomes, challenges, and improvement areas.
• Coordinate cross-functional learning opportunities to promote collaboration and foster a holistic learning environment.

Performance and Evaluation:

• Develop innovative methods to measure the impact of training initiatives and optimize employee performance metrics.
• Evaluate the effectiveness of training programs through feedback, assessments, and performance data, implementing improvements where necessary.
• Mentor team members to foster professional growth, ensuring a strong talent pipeline within the organization.
• Monitor KPIs such as sales conversion rates, customer satisfaction, and productivity to assess the success of training interventions.
  

Onboarding and Employee Engagement:

• Provide comprehensive onboarding support, including orientation and role-specific training for new hires, ensuring seamless integration into the organization.
• Deliver training sessions designed to enhance employee engagement, satisfaction, and overall performance.
  

Operational Excellence:

• Maintain accurate records of training sessions, employee attendance, and post-training performance evaluations.
• Leverage advanced software and tools to streamline training operations, ensuring efficiency and timely execution of programs.
• Demonstrate strong problem-solving capabilities, resolving training-related challenges effectively.
• Maintain updated knowledge of industry best practices through continuing education and professional development initiatives.
  

Key Achievements:

• Successfully improved sales performance and customer satisfaction across multiple regions by implementing targeted training solutions.
• Recognized for delivering impactful training programs that enhanced employee engagement, and operational efficiency.
• Designed innovative strategies that contributed to achieving regional business objectives and boosting overall team productivity.

2. Bharti Airtel Ltd.

Deputy Manager- Training

Scope of Responsibility:

• Managed classroom training programs for Airtel Retail with a batch strength of 25 participants per session and a duration of 31 days per batch.
• Delivered comprehensive training programs focusing on sales and service for Bharti Airtel’s telecom, DTH, and Payments Bank divisions.
  

Training, Development, and Delivery:

• Conducted Airtel training courses using various methods, including classroom, virtual, and e-learning platforms, for a diverse audience, including Airtel Friends, Store Managers, FRMs, and Zonal Managers.
• Designed and developed unique training materials tailored to business objectives and regional requirements.
• Provided training inputs and content to improve employee capabilities and align with Airtel’s customer service standards.
• Developed and implemented innovative training programs to address underserved areas and improve operational efficiency.
  

Stakeholder Engagement and Management:

• Coordinated with stakeholders for certification programs, and ensured alignment with organizational goals.
• Collaborated with Circle Retail Heads during Monthly Business Reviews to share training progress and performance insights.
• Conducted monthly reviews with Store Managers and Zonal Managers to evaluate and optimize training outcomes.
  

Operations and Team Management:

• Prepared detailed training calendars and Personal Job Plans (PJP) to streamline monthly training activities.
• Supervised partner trainers and supported their professional development through targeted coaching and feedback.
• Managed a team during On-the-Job Training (OJT), ensuring consistent implementation of learned skills.
  

Store and Regional Management:

• Oversaw Airtel store operations across 3 zones (West, North, and Central Delhi), driving performance through strategic training interventions.
• Helped stores achieve sales targets by implementing innovative sales techniques and customer engagement strategies.
  

Performance Monitoring and Reporting:

• Prepared and maintained detailed training reports, including participant performance, and training impact assessments.
• Monitored training effectiveness through structured feedback and data analysis to improve program quality and relevance.
  

Key Achievements:

• Successfully improved sales and customer service performance across multiple Airtel stores.
• Recognized for delivering impactful training programs that enhanced team productivity and customer satisfaction.
• Developed and executed strategies that contributed to achieving business objectives, and fostering a high-performance culture.
  

• Deliver training courses via variety of methods, including classroom, Virtual and ELearning programs for Facebook process
• Provided subject matter expertise on all company offerings
• Created unique materials to support training programs
• Developed new and improved training programs to fit undeserved areas
• Preparing various training reports
• Handling team during Nesting
• Cross training batches who have been moved to production on permanent basis
• Improvement of BQ by conducting TNA/TNI sessions
• Aligned with 128 agents for Improvement in Response Received% and Helpfulness%

• Airtel Products- Telecom and Payments Bank
• Planned and executed engaging retail training sessions and other store-based trainings via various methods including Virtual training (maximum), classroom training and e-learning platforms
• Conducted interactive customer service training programs to improve customer experiences
• Identified retail teams' specific training requirements and delivered tailored training programs to meet needs
• Handling client interaction regarding training
• Conducting different type of training such as time management, soft skills, Sales and service training
• Preparing various training reports
• Preparing and managing training schedules

• Paytm Products- CASA and UPI
• Delivered robust training courses via variety of methods, including classroom and eLearning programs
• Developed new and improved training programs to fit undeserved areas
• Preparing various training reports
• Handling team during OJT

• Conducting process related training, communication and soft skills training

• Conducting collections (NBFC) related training, communication and soft skills training