MANISHA KHARBANDA
Delhi
Summary
Dynamic professional with a proven track record at Ericsson India Pvt Ltd., excelling in e-learning development and stakeholder management. Leveraged strong communication skills and MS Office expertise to enhance training delivery and program optimization, significantly improving learning solutions and stakeholder satisfaction. Passionate about driving educational excellence and innovation.
Overview
9
9
years of professional experience
Work History
Officer in Learning & Development
Ericsson India Pvt Ltd.
Gurgaon
08.2023 - Current
- Responsible for the Learning Management System (SuccessFactors, Degreed, LMS).
- Creating web-based learning, instructor-led training assessments, and programs on the SuccessFactors platform.
- Uploading SCORM and non-SCORM content on SF and assisting in keeping the Learning Library with its content objects, media files, and courses up to date.
- Modifying and revising the content as per the requirements of the requestors.
- Uploading training on the learning platform and creating assessments as per the requirements from the requester.
- Creating pathways and modifying them on the Degreed platform.
- Creating exceptional access accounts on the Degreed platform for users.
- Manage a high volume of training requests and associated queries with an SLA.
- Manage the administration of the LMS – responsible for understanding all LMS functional capabilities to provide the best learning solutions when gathering requirements for the creation, assignment, and testing of eLearning courses on the LMS.
- Creates course items, schedules offerings, and/or uploads or retires content in the LMS.
- Inputs and updates courses and learning objects into the LMS according to approved and defined standards.
- Regular updates of cases in the case management system for tracking KPIs and volume.
- Manages the class roster, monitors enrollment, and provides status updates to stakeholders.
- Provides records and generates management reports as required.
- Addresses or escalates LMS issues to responsible groups.
- Maintains accurate information in the LMS for employees and managers to find applicable learning events.
- Coordinates with training participants, course facilitators, and, when necessary, with external vendors.
- Performs second-line support for employees and operational line managers.
- Successfully managing the relationship with the client and all stakeholders.
- Supporting end-to-end training for different MAs and global programs.
- Deals with external vendors for the finalization of required training solutions, training dates, and necessary logistics.
- Stakeholder management at various levels, ensuring clarity and alignment with business objectives.
- Maintains accurate information in the LMS for employees and managers to find applicable learning events.
- Hold knowledge-sharing sessions within the core team/unit and with the stakeholders to ensure standardized ways of working.
- Coordinates with the HR Procurement Team for training, Purchase Order/GRN, and chargeback.
Global Human Resources Direct
Ericsson India Pvt Ltd.
Gurgaon
12.2021 - 08.2023
- Solely responsible for providing HR resolutions to employees based in India and China through the web, emails, and chats.
- First point of contact for employees for providing information, advice, or services on all HR policies laid down by the company.
- Providing responsive and effective customer service to employees with payroll-related questions and concerns.
- Maintains knowledge of the HR Intranet and the location of all the policies, procedures, and directly guides employees to ensure employee satisfaction.
- Continuously improving HR processes and systems to increase efficiency, reduce errors, and enhance the overall effectiveness of the HR function.
Assistant Manager
Axis Bank
Delhi
01.2020 - 12.2021
- Primarily responsible for the timely processing of bank transactions, such as funds transfers, checks, opening of accounts, reconciliation of office accounts, ensuring timely resolution of customer queries, and improving customer service levels.
- Responsible for lead generation for Current Accounts and Savings Accounts (CASA) to new customers, and deepening account balances for existing customers.
- Ensures compliance with the bank's rules, internal guidelines, processes, and procedures.
- Responsible for improving the Internal Audit Operational Efficiency score of the branch by the timely completion of assigned tasks on a continuous basis.
- Responsible for cross-selling third-party products (life insurance, general insurance, mutual funds, debit/credit cards, etc.).
- Provided with internal certifications in the areas of enhancing knowledge about the bank's products, Finacle system, processes, and regulatory norms, such as Know Your Customer, Anti-Money Laundering (AML), etc.
Senior Executive
Airtel Payments Bank
Gurgaon
03.2019 - 08.2019
- Experience with the media content publishing tool Sprinklr to manage customers' issues and complaints on Twitter, Facebook, and Instagram.
- Demonstrated interest in customers by carefully listening for their key concerns, and resolving their problems.
- Ability to effectively handle challenging customers and complaints in a friendly, patient manner.
- Analyzed customer queries in the Decision Tree tool.
- Expertise in CRM tools to manage service requests and provide end-to-end resolution to customers.
- Expertise in using tools, including word processing, spreadsheets, and presentation applications (Microsoft Access, Word, PowerPoint, and Excel), to create and manage reports and customer data.
Student Advisor
Hindustan Times Learning Centers
Delhi
08.2016 - 10.2018
- Drive student enrollments with budgeted yields, such that the center operates at maximum capacity.
- To increase the percentage conversion of inquiries to walk-ins and enrollment through continuous sales training and objection-handling efforts.
- Drive renewals through a student-parent-teacher connection so that parents of SM students prefer renewal in Study Mate.
- Catchment marketing to improve brand image.
- School activation aims to build deep relationships for Hindustan Times Learning Centers with the teachers and students, and to gain market share in Study Mate enrollments.
- Drive in-center marketing activities, such as a referral program, workshops, etc., for lead generation.
- Map key competitor offerings to build stronger StudyMate offerings.
- Deploy marketing resources effectively via promoters, collaterals, leaflets, etc.
- Capture all relevant information of walk-ins/customers effectively in the CRM.
- Oversaw programs to successfully integrate students with special needs and learning difficulties into classrooms.
- Facilitated communication between faculty members, administrators, staff, parents, and students regarding academic concerns or issues.
- Collaborated with faculty members to ensure that student needs were met effectively.
Education
Masters - HR & Finance
World College of Technology & Management
Gurgaon05.2019
BA Programme -
Maitreyi College
Delhi09.2015
Skills
- Strong communication skills
- Quick and self-learning abilities
- Stakeholder management
- Employee training
- E-learning development
- Training delivery
- Program optimization
- Course development
- Cross-functional teams
- Program planning
- Product development skills
- MS Office applications
Hobbies and Interests
- Yoga
- Travelling
- Badminton & Board Games
Languages
English
First Language
Hindi
Advanced (C1)
C1
Punjabi
Intermediate (B1)
B1
Timeline
Officer in Learning & Development
Ericsson India Pvt Ltd.
08.2023 - Current
Global Human Resources Direct
Ericsson India Pvt Ltd.
12.2021 - 08.2023
Assistant Manager
Axis Bank
01.2020 - 12.2021
Senior Executive
Airtel Payments Bank
03.2019 - 08.2019
Student Advisor
Hindustan Times Learning Centers
08.2016 - 10.2018
Masters - HR & Finance
World College of Technology & Management
BA Programme -
Maitreyi College
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