Summary
Overview
Work History
Education
Skills
Selected Accomplishments
Professional Development
Professional Highlights
Timeline
Generic

MADHUKRISHNA DUTTA

Bengaluru

Summary

Visionary professional and certified Scaled Agile (2022) and Scrum master (Aug 2016) with 19+ years of extensive experience in project management, process, product, communication, training & quality, implementation & delivery, re-engineering process communication, resource deployment and Client & Partner management in BPM, ITES and Product industries

Overview

24
24
years of professional experience

Work History

Associate Director -Capability Development

Firstsource solutions
Bengaluru
06.2025 - Current
  • Led cross-functional teams to implement process improvements in operations.
  • Developed strategic plans to enhance customer experience and service delivery.
  • Oversaw compliance with industry standards and regulatory requirements.
  • Analyzed operational data to identify trends and drive strategic initiatives.
  • Engaged stakeholders in discussions to align goals and expectations effectively

Project Consultant (Sr. Manager)-Transitions

WNS Global Services
Pune
03.2021 - 06.2025
  • Project management in transitioning new business and setting up & managing overall infrastructure for service delivery (Travel & Insurance)
  • Leading and overseeing transitions and change initiatives
  • Develop comprehensive transition plans and strategies
  • Manage financial summaries
  • Risk and Governance management
  • Led project planning sessions to define scope and objectives

Group Manager-Quality

WNS Global Services
Mumbai
08.2017 - 03.2021
  • Manage transactional quality for a London Market Insurance account based in the UK, Poland and Asia geographies
  • Custodian of Accuracy as SLA metric
  • Deploy Quality framework and manage ISO and OPEX audits
  • Custodian of all business RISKs the account is potentially exposed to - Liaise with the second level of defense
  • Team management
  • Management related initiatives

Sr. Manager -Training

Minacs
Pune
08.2015 - 01.2017
  • Head of training for an Ecommerce account across 3 locations of Pune, Aurangabad and Bangalore
  • Transitioned the Voice process in Pune and Non-Voice process (Email) in Bangalore
  • Transitioned 3 LoB's in Pune and BLR within the customer service vertical including a critical risk and fraud management queue.
  • Responsible for setting up the training & quality structure across location
  • Strategy building for the training function to meet the business targets

VFX Training Manager

Prime Focus World
Mumbai
10.2014 - 08.2015
  • Owner of the structure for building competency maps, diagnostics & provide consultation to the creative and production teams
  • Lead/manage learning design projects, including consultation, diagnostics, planning (e.g., scoping, project proposals, work plans, business cases) development, implementation and evaluation.
  • Change Management; Drive brand & culture, capability building & leadership development

Training Manager

GENPACT- NIIT Uniqua
Bangalore
07.2011 - 01.2014
  • Led the Learning and Development for Corporate learning services for the shared services account to professional and leadership workshops.
  • Created and initiated many learner-based programs with certified training partners and individual coaching practitioners
  • Contributed to the weekly Newsletter for NIIT, Bangalore's activities and achievements

Dy. Manager Talent Transformation

Wipro BPO
Delhi
01.2007 - 01.2010
  • Developed and conducted 'Train the Trainer' workshops. Manage quarterly certification programs on various skill sets (including soft skills)
  • Conducted recruitment drives for voice and accent trainers; 'Communication Improvement Group' with a team of 30+ trainers.
  • Vendor management in building and sustaining relationships with old and new partners, respectively.
  • Initiated, designed and implemented a Sales coaching process with a functional team in the technical helpdesk account across three locations

Sr.Product & Soft Skill Trainer, ISO Internal Auditor

AMADEUS IN
Delhi
01.2005 - 01.2007
  • Created E2E training solutions on AMADEUS products and services across Travel houses and institutions.
  • Executed the role of the ISO 2001:9000 Auditor for 2 consecutive years.
  • Created content from the training dept. for the weekly Newsletter

Technical Process and Soft Skill Trainer

GECIS- IT Services
Hyderabad
02.2002 - 05.2004
  • Worked with GE Capital International Services -IT Services under the profile of a Senior IT and Quality Analyst initially and was promoted as a Process Trainer

Education

PG Diploma - IT

Globsyn Techno Campus
Calcutta

BA - English Honors

Calcutta University
Calcutta

Skills

  • Quality and training management
  • Development
  • Coaching
  • Presentation
  • Facilitation
  • Administration
  • Performance management
  • Succession planning
  • People management
  • Recruitment & Retention
  • Project Management & Transition
  • Competency & Content Mapping
  • Employee Relations & Engagement
  • Culture & Brand Management
  • CSR activities
  • Basics of Copilot
  • Client Management
  • Change management

Selected Accomplishments

  • Annual WNS Client award 2019-20 - Recognized to establishing best industry practices in the Transactional Quality function for the account managed
  • 2014-15 - Recognized for initiating structured training programs with formalized recognition programs (VFX-International) in Prime Focus Creative Services Private Ltd - first of its kind in 17 years of set up
  • 2012 - Awarded by P Rajendran for successfully hosting the NIIT Annual day at Bangalore and driving 100% participation
  • Recognized for strengthening revenue margins from year 2010-2012 in the shared services clientele (GENPACT) for NIIT Pvt. Ltd - Bangalore with a 15% impact on the overall South Zone Business Development
  • 2011-12 - Client appreciation for ensuring 99% adherence and certification on the new hire trainings & induction programs
  • 2010 - Wipro Best Employee award for Improved CSAT score by 9% in 6 months - direct impact on revenue by successfully leading and implementing a Green Belt project
  • 2010 - Appreciated and recognized for reducing detractors (Net Promoter Score) on Customer Experience in Wipro
  • 2009 - Appreciated for sustaining employee attrition at < 20 % annualized across multiple locations by employee engagement programs in Wipro

Professional Development

Over 500 hours of seminars/workshops. To name a few: WNS Project Management training (inspired by Prince 2.0 methodology), Scaled Agile, Scrum Master (Agile methodologies), PMP (trained in 2014), Leadership & Communication Skills, Technical certifications, Transactional Analysis, Six Sigma and LEAN, 4 disciplines of execution, 7 Habits of highly effective people, ISO 2001:9000 Auditor certification and soft skills

Professional Highlights

  • Consultant (Sr. Manager)-Transitions, WNS Global Services, Pune, MH, 03/01/21, Present, Project management in transitioning new business and setting up & managing overall infrastructure for service delivery (Travel & Insurance), Leading and overseeing transitions and change initiatives, Develop comprehensive transition plans and strategies, Manage financial summaries, Risk and Governance management
  • Group Manager-Quality, WNS Global Services, Mumbai, MH, 08/01/17, 03/01/21, Manage transactional quality for a London Market Insurance account based in the UK, Poland and Asia geographies, Custodian of Accuracy as SLA metric, Deploy Quality framework and manage ISO and OPEX audits, Custodian of all business RISKs the account is potentially exposed to - Liaise with the second level of defense, Team management, Management related initiatives
  • Sr. Manager -Training, Minacs, Pune, MH, 08/01/15, 01/01/17, Head of training for an Ecommerce account across 3 locations of Pune, Aurangabad and Bangalore, Transitioned the Voice process in Pune and Non-Voice process (Email) in Bangalore, Transitioned 3 LoB's in Pune and BLR within the customer service vertical including a critical risk and fraud management queue., Responsible for setting up the training & quality structure across location, Strategy building for the training function to meet the business targets
  • VFX Training Manager, Prime Focus World, Mumbai, MH, 10/01/14, 08/01/15, Owner of the structure for building competency maps, diagnostics & provide consultation to the creative and production teams, Lead/manage learning design projects, including consultation, diagnostics, planning (e.g., scoping, project proposals, work plans, business cases) development, implementation and evaluation., Change Management; Drive brand & culture, capability building & leadership development
  • Training Manager, GENPACT- NIIT Uniqua, Bangalore, KA, 07/01/11, 01/01/14, Led the Learning and Development for Corporate learning services for the shared services account to professional and leadership workshops., Created and initiated many learner-based programs with certified training partners and individual coaching practitioners, Contributed to the weekly Newsletter for NIIT, Bangalore's activities and achievements
  • Dy. Manager Talent Transformation, Wipro BPO, Delhi, DL, 01/01/07, 01/01/10, Developed and conducted 'Train the Trainer' workshops. Manage quarterly certification programs on various skill sets (including soft skills), Conducted recruitment drives for voice and accent trainers; 'Communication Improvement Group' with a team of 30+ trainers., Vendor management in building and sustaining relationships with old and new partners, respectively., Initiated, designed and implemented a Sales coaching process with a functional team in the technical helpdesk account across three locations
  • Sr.Product & Soft Skill Trainer, ISO Internal Auditor, AMADEUS IN, Delhi, DL, 01/01/05, 01/01/07, Created E2E training solutions on AMADEUS products and services across Travel houses and institutions., Executed the role of the ISO 2001:9000 Auditor for 2 consecutive years., Created content from the training dept. for the weekly Newsletter
  • Technical Process and Soft Skill Trainer, GECIS- IT Services, Hyderabad, TG, 02/01/02, 05/01/04, Worked with GE Capital International Services -IT Services under the profile of a Senior IT and Quality Analyst initially and was promoted as a Process Trainer

Timeline

Associate Director -Capability Development

Firstsource solutions
06.2025 - Current

Project Consultant (Sr. Manager)-Transitions

WNS Global Services
03.2021 - 06.2025

Group Manager-Quality

WNS Global Services
08.2017 - 03.2021

Sr. Manager -Training

Minacs
08.2015 - 01.2017

VFX Training Manager

Prime Focus World
10.2014 - 08.2015

Training Manager

GENPACT- NIIT Uniqua
07.2011 - 01.2014

Dy. Manager Talent Transformation

Wipro BPO
01.2007 - 01.2010

Sr.Product & Soft Skill Trainer, ISO Internal Auditor

AMADEUS IN
01.2005 - 01.2007

Technical Process and Soft Skill Trainer

GECIS- IT Services
02.2002 - 05.2004

PG Diploma - IT

Globsyn Techno Campus

BA - English Honors

Calcutta University
MADHUKRISHNA DUTTA