Reading, Trekking, Working out and Dancing
Lavanya Mani
Training Lead
Bengaluru
Summary
Professional with strong expertise in training and leadership. Proven track record of enhancing team performance and driving results through effective training programs. Known for excellent communication, adaptability, and strategic planning. Skilled in curriculum development, coaching, and fostering collaborative environments. Reliable and adaptable, consistently meets evolving organizational needs.
Overview
17
17
years of professional experience
6
6
Certifications
3
3
Languages
Work History
Training Lead
Fortinet Technologies
05.2019 - Current
- Designed and delivered new hire training programs, enabling faster ramp-up and productivity for customer support teams.
- Partnered on internal AI initiatives to drive automation-led improvements in learning and development processes, enabling faster training readiness, improved service quality, and operational efficiency.
- Drove process improvement projects to streamline internal tools and operational workflows, while actively contributing as part of the India leadership team for the customer support function.
- Conducted soft skills and behavioral workshops to strengthen communication, empathy, and customer service excellence.
- Partnered with management for strategic planning, aligning training with organizational and process improvement initiatives.
- Facilitated weekly process review sessions with teams to share updates, address challenges, and reinforce compliance.
- Conducted testing of new services pre-launch, ensuring readiness of customer support teams.
- Delivered refresher training to sustain knowledge retention and improve service quality.
- Led customer satisfaction (C-SAT) review discussions to identify improvement areas and boost customer experience.
- Designed and managed monthly quizzes, knowledge checks, and pop-up process quizzes to drive continuous learning.
- Maintained the Customer Support SharePoint page and managed the performance point system dashboard.
- Acted as Priority RMA India POC for CS teams, ensuring seamless handling of escalated return material authorizations.
- Oversaw call, chat, and ticket handling processes for the CS team, ensuring SLA adherence and quality service.
- Coordinated certification programs for CS teams, facilitated on-the-job training (OJT) and floor assistance for new hires.
- Monitored and reviewed the ageing report, ensuring timely resolution of pending cases.
- Handled escalations efficiently, safeguarding client trust and maintaining service excellence.
- Consistently achieved top trainer ratings across APAC with strong learner satisfaction feedback.
Branch Operations Manager
Kotak Mahindra Bank Ltd
08.2017 - 05.2019
- Worked as a Branch Operations Manager (BOM).
- Delivered on-boarding and skill-based training for new hires and existing employees.
- Designed and implemented blended learning solutions.
- Conducted floor support and OJT to ensure application of skills on the job.
- Collaborated with HR and business leaders to drive talent development initiatives.
- Managing Cash/Vault and other retail branch operation teams.
- Experience in Team Management.
- Managing trade and wealth portfolio of the branch.
- Directly managed a team of 14 members of the branch operations towards the operational excellence and better customer experience.
- Assign daily operational tasks to the team alongside ensuring that the administrative activities of the branch are being taken care with utmost precision.
- Actively contributing towards the business growth through leads and nominations.
- Managing the Health and Service score card for the branch.
Manager – Trade Finance Operations
Kotak Mahindra Bank Ltd
10.2014 - 08.2017
- Worked as a Scrutinizer of Letter of Credit, Trade Credit, and various other trade products.
- Experience in handling teams.
- Working proficiency in Finacle, Triumf and other core banking software applications.
- Reconciliation of Nostro and other transactional office accounts.
- An excellent team member, contributed towards the overall trade operation efficiency for better Turn Around Time for the customer requests.
- Worked as a back-up for the team lead on Audit discussions.
Assistant Manager II - Corporate Operations
ICICI Bank Ltd
11.2010 - 10.2014
- Worked as a scrutinizer of various trade products in ICICI Bank corporate operations group.
- Scrutinizer for both domestic and foreign trade products.
- Core competency in International Remittances, Inland and export bill discounting.
- Packing credits (EPC and PCFC) etc.
- Import Export Bill lodgements and realisations.
- Working and Functional Experience in URC 522 and UCP 600 ISBP 745 and other ICC Publications.
- Worked as a Product owner for LC bill Payments Buyers credit repayments/rollovers.
- Import Collection Bill Payment, Direct Import Payments, and Advance Import Payments.
- Handling of Export Bill Collections, Export bills against advance received, export bill negotiation etc.
- Close Monitoring of completion of the processed transaction and ensuring the closure of the same within the prescribed TAT.
- Significant contributions towards process improvements and active participants for various in-house quality projects.
- Working Experience on SWIFT Alliance Platform.
- Identifications and reporting of various AML transactions.
- In Depth knowledge of various Sanction Programmes (OFAC, FATF etc.).
- Training and development of New Probationary Officers.
Trainee Officer
Royal Bank of Scotland
08.2009 - 01.2010
- Worked in Payment Filtering Unit, Anti Money Laundering Team.
- Responsible for Screening of Payments towards Sanctioned Countries, PEPs, banned countries etc.
- Matches found on AML screening were reported and investigated.
- These activities were done on filtration of SWIFT messages.
- Multitasking Activities among various roles.
- Internal recognition for The Best Team Player.
Education
ICWA-Inter -
Institute of Cost and Works Accountants India
01.2009
ICWA-Inter - undefined
Institute of Cost and Works Accountants India
01.2009
Bachelor of Commerce - undefined
Bharathiar University
01.2009
Skills
- Training delivery
- Corporate training facilitation
- Delivered structured training sessions
- Conducting virtual training workshops
- Employee onboarding and orientation
- Soft skills development
- Process Training
- Content development for training
- Facilitation of train-the-trainer programs
- Coaching expertise
Certification
L&D Foundations: Essential Skills for L&D Leadership, LinkedIn
Interests
Personal Information
- Date of Birth: 1988-09-01
- Marital Status: Married
Timeline
Training Lead
Fortinet Technologies
05.2019 - Current
Branch Operations Manager
Kotak Mahindra Bank Ltd
08.2017 - 05.2019
Manager – Trade Finance Operations
Kotak Mahindra Bank Ltd
10.2014 - 08.2017
Assistant Manager II - Corporate Operations
ICICI Bank Ltd
11.2010 - 10.2014
Trainee Officer
Royal Bank of Scotland
08.2009 - 01.2010
ICWA-Inter - undefined
Institute of Cost and Works Accountants India
Bachelor of Commerce - undefined
Bharathiar University
ICWA-Inter -
Institute of Cost and Works Accountants India