Manu Chacko

In this role, I lead the Training Design, Delivery, and Knowledge Management charter for Myntra customer support. I lead a team of 4 managers and functionally head a team of 33 members. My efforts positively impact the learning experiences of over 6000 learners at the contact center by creating comprehensive and effective learning journeys.

In this role, I managed a team of 7 trainers to address training and development needs across 43 cities in the South, supporting over 250 employees and 14,000 delivery partners.

I played a key role in developing 'Delivery Partner University,' a training academy designed to transform delivery partners into professionals through a standardized curriculum and certification process.

In this role, I was responsible for understanding and delivering various training needs across functions, including Risk Management, Retail Financial Services, Enterprise Financial Services, Central Processing Center, and Contact Center. I supported the design and development of learning content and and derived training programs across functions.

In this role, I was responsible for training and development of the last mile delivery executives and team leaders and drive performance of the team through conducting on-job coaching for new joiners, and providing refresher trainings to address knowledge gaps. I was dedicated to developing field executives and team leaders, marked as amber on the RAG rating scale, and facilitating their growth to the next level. Additionally, coaching the team on customer interaction norms, and ensuring accountability for the overall customer experience measured through C-SAT scores.

In this role, I led a team of 15 individuals, including service representatives, make line experts, and delivery experts, overseeing every aspect to guarantee the seamless operation of the business unit (Domino's store). My responsibilities encompassed the comprehensive management of the restaurant, encompassing people management, adherence to processes, local store marketing, daily operations, and store P&L.