MANISHA THANGE

• Policy & Procedure Development & Management: Developed and reviewed over 125 compliance, operational policy, and procedural documents, ensuring alignment with evolving SOWs, US state laws, and litigation outcomes. Maintained document accessibility for internal and external audits via the internal portal.
• Compliance Refresh & Maintenance: Spearheaded the annual refresh of compliance and operational policies, guaranteeing their continued relevance and effectiveness.
• Change Management & Implementation: Fostered collaboration with the CRM programming team to implement change recommendations. Managed the complete 360-degree cycle of policy review, implementation, and completion (25 successful cycles).
• Knowledge Dissemination & Communication: Authored and disseminated 154 weekly bulletins/updates regarding new processes and changes. Conducted knowledge-sharing sessions for leadership teams and uploaded documents on the internal portal.
• Compliance Communication: Facilitated monthly compliance communication calls with leadership teams. Communicated audit findings, risk analyses, litigation updates, and state law changes. Drafted and distributed meeting minutes.
• Legal & Portfolio Alignment: Led weekly compliance calls with legal firms and leadership teams to discuss legal issues, process revisions, and ensure portfolio-wide implementation. Prepared and distributed meeting minutes.
• Compliance Assessments & Training: Designed and executed annual recertification assessments for all employees. Managed and maintained the audit database.
• Non-Compliance Identification & Resolution: Leveraged extensive experience by reviewing over 200 policy and procedure documents across various departments. Identified and addressed non-compliance issues in healthcare and telecom portfolios, conducting root cause analyses and implementing corrective actions.
• Training Material Review & Improvement: Analyzed and recommended changes to 145 training materials, 67 training manuals, and 78 annexures based on released bulletins/updates. Provided final approval upon completion of revisions.

Project Leadership & Delivery

• Successfully piloted, transitioned, and implemented 34 offshore training projects, ensuring consistent quality from launch to ongoing operations.

Talent Development & Team Management

• Built and led high-performing trainer teams across multiple locations, overseeing their effectiveness in trainer throughput, certification, and batch quality management.
• Spearheaded new hire training programs, fostering strong performance integration and a comprehensive knowledge management system.
• Conducted regular performance reviews (quarterly and annually) to ensure continuous trainer development.

Process Optimization & Collaboration

• Collaborated cross-functionally to automate routine data entry, resulting in significant productivity gains and enhanced client satisfaction.

Client Engagement & Communication

• Held monthly business review meetings with clients and stakeholders, proactively addressing concerns, providing clear status updates, and driving successful project outcomes.

Compliance & Governance

• Championed adherence to established training governance practices as outlined in training standard documents.

Learning & Development Execution

• Led and collaborated with internal teams to deliver training programs on schedule, improve process knowledge, and enhance overall team efficiency.

Training Program Evaluation & ROI

• Implemented robust evaluation processes to monitor and assess training program effectiveness, success, and ROI. Delivered comprehensive reports alongside managing trainer schedules and training batch plans.

Extensive Training Delivery

• Delivered 50 impactful Product/Process training sessions for diverse audiences, including senior leadership, across Onshore and Offshore teams.
• Demonstrated strong instructional design skills by planning, designing, and implementing learning initiatives that actively evaluated and improved training content to enhance business outcomes.

Learning Content Development & Knowledge Management Strategy

• Led the creation of over 300 comprehensive suite of training materials to address diverse learning needs, including: Training Needs Identification (TNI/TNA) programs to identify skill gaps and training requirements.
  Business Quality (BQ) refreshers to ensure ongoing competency in critical business processes.
  Targeted remediation programs to address identified knowledge gaps.
  Process improvement training to equip teams with the skills necessary to implement process enhancements.
  Process Knowledge Transfer (PKT) initiatives to facilitate the seamless transfer of knowledge between tenured and new employees.
• Developed engaging and interactive training materials, including Digital Learning Platforms (DLPs), Business Requirement Documents (BRDs), and Standard Operating Procedures (SOPs), to promote knowledge retention and program effectiveness.
• Instituted a systematic content review process, collaborating with stakeholders to measure training impact and ensure ongoing relevance. Maintained a centralized knowledge portal, curating and disseminating the latest process information for easy access by all teams.

Building High-Performing Teams & Driving Sales Success

• Led the development of "nesting teams" composed of certified 60 trainees, ensuring their operational performance peaked and aligned with key performance indicators (KPIs). I also coached and nurtured 25 tenured associates for a period of 6 months and grow their performance by 80% (team average).
• Directed a team of 7 trainers, fostering their professional development and empowering them to deliver exceptional training experiences that led to top-tier performance.
• Played a pivotal role in 9 sales training initiatives, driving increased sales target attainment through the implementation of effective upselling strategies within training programs.
• Adeptly managed Service Level Agreements (SLAs) and Resolution Time Management (RTM) for the team, guaranteeing consistent and efficient customer service.
• Expertly managed end-to-end escalations from premium corporate clients across various regions, demonstrating exceptional problem-solving and client relationship management skills.
• Conducted in-depth interaction audits and provided targeted coaching to significantly elevate individual and team training effectiveness.
• Streamlined scheduling, adherence monitoring, time-off planning, and attendance management for the training team, fostering a highly organized and productive work environment.

Leading & Developing Training Teams

• Led a team of 7 trainers, providing ongoing coaching and mentorship to ensure their performance and skill development aligned with training objectives.

Quality Assurance & Reporting

• Oversaw the routine work delivery of the QA team, ensuring adherence to quality standards and efficient training program execution.

Training Material Development & Delivery

• Developed over 150 comprehensive suite of training materials, including: training materials, Digital Learning Platforms (DLPs), Business Requirement Documents (BRDs), and Operating Procedures for the Learning Management System (LMS).
• Delivered 13 impactful classroom process training sessions for postpaid premium corporate accounts across 6 regions.
• Conducted a variety of training programs for diverse audiences, including new hires, experienced resources, prepaid and postpaid teams, encompassing sales training, process improvement initiatives, Training Needs Identification (TNI), and Business Quality (BQ) refreshers.

Training Program Management & Evaluation

• Prepared 25 comprehensive training reports and presented training business reviews to leadership teams, providing valuable insights into program effectiveness and driving data-driven decision-making.

Talent Acquisition & Trainer Development

• Actively participated in hiring interviews as a representative of the training department, ensuring selection of qualified and skilled trainers and trainees.
• Led a team of standby 5 trainers, providing ongoing coaching and mentorship to support their professional growth, promotion readiness, and overall performance.
• Conducted 5 behavioral and 7 "Train the Trainer" training sessions specifically for the training team, fostering a positive work environment and equipping them with the necessary skills to excel in their roles.

Training Delivery & Needs Identification

• Delivered a diverse range of training programs encompassing 32 process trainings for new hires and experienced resources, 28 training needs identification (TNI) sessions, refresher courses, bottom quartile performance improvement trainings, and soft skills training for both new hires and experienced employees.

Quality Assurance & Client Focus

• Leveraged process expertise by working as a quality analyst during periods of manpower shortage, ensuring continued delivery of high-quality training programs.
• Served as a client coordinator for the training team, serving as a liaison and ensuring effective communication and collaboration with clients.
• Identified process gaps within the training department and implemented numerous improvement initiatives, resulting in significant productivity gains by 80%.

Training Delivery & Program Development

• Spearheaded the training of new hires and existing employees through 30 process and cross-training batches, equipping them with the necessary skills and knowledge to excel in their roles.
• Conducted a comprehensive range of training programs encompassing 19 Training Needs Identification (TNI) sessions, refreshers, performance gap improvement trainings, and soft skills training for new hires.
• Developed and delivered a "Train the Trainer" program for buddy trainers, empowering them to effectively mentor and coach new team members.
• Led the development and delivery of 7 impactful sales training batches, equipping sales teams with the necessary skills to achieve sales goals.
• Championed process improvement initiatives within the training department, resulting in streamlined training delivery and enhanced efficiency.
• Contributed to the development of numerous training reports, providing valuable data and insights for continuous program improvement.