Manpreet Singh

• Managing a headcount of over 3,000 employees across four partners in India.
• Designed and launched strategic leadership development programs, developing the organization's learning roadmaps.
• Collaborated with cross-functional teams to ensure alignment of learning solutions with business objectives, achieving key organizational objectives.
• Worked closely with BAT team, to work on key initiatives to curate and deliver trainings around empathy, emotional intelligence, worked with set of psychologist to deliver the outcome.
• Participated in industry-related meetings and conferences in order to stay up-to-date on current trends within the field.
• Analyzed data from various sources in order to identify areas of improvement within the organization's processes or procedures.
• Reviewed reports on performance metrics such as customer satisfaction scores, revenue growth rates. in order to make informed decisions regarding future initiatives.
• Maintained relationships with key stakeholders, clients, and customers to ensure satisfaction with services provided.
• Responsible for ensuring that the partner training team maintains Airbnb’s training standards and culture through regular communication with partner training teams, and maintenance of certification.
• Set up new partner sites, along with managing knowledge management and transfer, while setting up sites for success.
• Testing and rolling out new tools to improve training efficiency across geographies to reduce the learning curve.
• Responsible for communication with the Partner Management team concerning identifying partner training needs, and updates that affect training.
• Responsible for keeping on top of developments within Partner Management to ensure that the interests and standards of Airbnb Training are maintained, and that training needs are identified and can be, and are, actioned upon.
• Collaborate with Training and Partner Leadership to conduct a training needs analysis, along with fulfilling resource needs.
• Provide feedback on Training and Content Development specialists regarding content as it relates to partners' needs.
• Attend and set up business reviews to gauge performance.
• Field training requests from Partner Management, and work with the training team to assess and fulfill requests.
• Maintain knowledge of training and content to advise partner training teams and field questions.
• Disseminate information affecting training to partner training teams.
• In partnership with the training Sr. Manager, ensure that Training’s interests are represented in the process of onboarding and ramping up a new partner.
• Work with Delivery, WFM, and Partner Management on the scheduling of training.
• Travel to partner sites to evaluate current training performance every quarter, along with managing new rollouts.
• Maintain both training certification and the tracking of training at partner sites.
• Represent the Global Training Team in communication with other teams to maintain a consistent voice.
• Ad hoc regional and global projects to maintain training standards, and launch new tools that have a global impact.

Company Overview: Teleperformance is a global leader in customer experience management with an existence of more than 40 years, and it has been awarded as one of the best places to work.

• Team Management - Leading and managing 24 different businesses across Gurgaon, Mohali, and Jaipur in various domains like language solutions, travel, mortgage, F&A, telecommunication, logistics, retail, and food retailers, with a team size of 45 people comprising AMs, trainers, voice coaches, voice assessors, and employee engagement TL.
• Customized leadership development programs for various processes, delivering high-impact sessions for middle and senior management.
• Led the design and execution of a global leadership development framework impacting over 3,000 employees across geos.
• Content development and customization, curated learning paths for ILT, virtual, and blended training sessions.
• Performance management involves managing floor KPIs such as CSAT and NPS, along with working on client decks to showcase performance and initiatives that were rolled out to manage the KPIs strategically.
• Utilized analytics and reporting to track training ROI, ensuring programs were financially viable.
• Stakeholder Management - Work with different stakeholders to address and plug in opportunities, and come up with key initiatives to drive KPIs.
• Preparing and updating SOPs at regular intervals to ensure compliance.
• Conducting calibrations among all the job families to identify and plug in opportunities on the floor and devise plans to implement.
• Data analysis is used to identify trends and plan activities on the floor.
• Projects: Identify and work on projects to improve training effectiveness.
• Team management: grooming and upskilling team members to keep them abreast of what is happening in the industry.
• Partnerships - Working closely with Operations and Quality to strategically work on a plan that helps meet the KPIs.
• TTT - Conducting TTTs with new team members.
• Coordinating with the HR team to help improve E-Sat among team members and new hire employees to help the organization meet its target.
• Setting up client calls regularly to keep them aware of initiatives and the progress of plans.
• Established effective communication channels between different departments within the organization.
• Partnered with business and HR to develop learning strategies that align with corporate goals, and drive growth.
• Designed a strategic talent review process integrated with succession and high-potential frameworks.
• Participated in recruitment initiatives by interviewing potential candidates and selecting suitable hires.
• Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
• Conducted regular performance appraisals for direct reports to provide feedback on their work performance.

• Team Management - Managed nine accounts across Delhi/NCR within domains such as travel, FnA, and BFSI.
• Delivered a cultural transformation program in alignment with refreshed company values and behavior during merger between Intellinet Global Services & Teleperformance
• Performance Management - Worked with the process excellence team on key projects to improve KPIs like CSAT, NPS, sales targets, and quality to meet business requirements.
• Client Management - Worked on WBR, MBR, and QBRs for various accounts to showcase improvement based on the actions deployed on the floor.
• Content Creation - Gathered TNI/TNA for the L&D function to create content that is required based on the TNI output.
• Training Delivery - Conducted leadership sessions on concepts like effective PowerPoint presentation skills, change management, time management, etc.
• Projects - Worked on key projects around inclusion, diversity, and inclusion in the workplace.
• SOP Updation and Management - Periodically worked on SOP creation and updates to bridge any gaps.

• Travel Vertical - aligned with travel vertical to help improve and meet client metrics like CSAT and NPS
• Managing a team of Trainers and Voice Coaches to manage New Hire batches and Floor Support
• Coaching & Mentoring - Coaching team members with the help of regular monitoring and feedback to help them achieve their target
• Projects - Worked on Various projects to improve yield and New hire experience which led to increase of 20% in overall throughput for the travel vertical
• TNI & TNA - Worked on TNI and TNA for various businesses with the help

• Travel Workshops - Conducting workshops like Change Management, Winning Human Relationships, Emotional Intelligence, 7-Star Customer Service, Time Management, How to Unleash Your Creative Side, Know Your Opportunities at Work, Being the Brand.
• TNI & TNA - Eliciting TNI from stakeholders with the help of identifying gaps in KPIs, and preparing training for different job families, taking approval from stakeholders, and rolling out training for different verticals.
• Collaboration: Collaborate with business heads and the leadership team to address functional and organizational needs at various levels.
• Training Calendar - Publishing a monthly training calendar to different businesses, with training offerings.
• Succession and career planning: contributing to the mentor process and the individual development needs of employees identified as part of the career pathing exercise.
• Induction & Culture Champion Program: Designed and rolled out a global 'Induction & Culture Champion' initiative to embed new organizational values, leading to a 10% uplift in engagement scores.
• "Head to Heart Program": Designed and rolled out a program to improve ownership and remove procrastination initiatives across various BFSI and travel accounts to improve ownership and change mindsets, leading to an uplift of 10 points on NPS.

• Training New Hires and existing employees on Email Writing skills / Email Etiquette
• Providing Feedback to the employees basis their language opportunities be it written or verbal communication, along with focusing on soft skills
• Publishing training calendar with various businesses
• Conducting training with an average batch size of 20 associates and help them achieve their metrics
• Publishing training reports with every batch
• Conducting behavioral training on the floor
• Updating training SOPs for New Hire employees and on the floor support
• Designing session plans for floor intervention
• Conducting TTT for new members in the training team
• Coaching and counselling agents on the floor and in batches to meet and achieve their skillsets
• Coaching and monitoring of floor agents to meet floor targets
• Publishing Voice Coach Dashboard with error analysis
• Conducting refresher on the floor to meet KPI’s like CSAT, NPS & Quality Scores

• Joined Healthcare business Apria Healthcare as Sr. CSE
• Processing Claims that were denied because of various reasons
• Searching and updating information related to various payors like Cigna, Medicaid and Medicare in the US
• Calling insurance providers to obtain missing information and updating that on customers’ account basis HIPAA
• Called customers to obtain missing information to process insuranceclaims
• Updating and faxing claim forms to doctors and medical facilities