Marc Kakkar

Work History

Director

Apex Achieve Consulting

10.2023 - Current

Training, HR consulting, and business consulting services overseeing various aspects of the organization's operations and strategic direction

Career Break

Health and Wellbeing

04.2023 - 08.2023

National Training Operations Manager

Amway

01.2017 - 03.2023

Strategically developed and executed a training plan aligned with organizational goals, successfully implementing the AILA training strategy across four regions
Established comprehensive training processes nationwide, including competency mapping and organizational design
Designed and executed regional training recognition events to foster a culture of achievement
Pioneered the introduction of blended learning solutions to enhance training effectiveness
Implemented strategic training plan across 4 regions, enhancing competency and organizational design
Led LEAP program with IIM-A, provided leadership training, and mentored training team for professional growth
Evaluated training programs, ensuring relevance and effectiveness, and managed L&D budget of 18.82 Crore with 2 Crore savings
Collaborated with government and global partners, launching RASCI training and automating attendance across 6 countries.

Head HRBP / Learning Partner

Snapdeal.com

08.2014 - 01.2017

Devised and implemented a robust Organization Development Strategy to elevate Customer and Seller Services
Spearheaded transformative change management projects within Customer Services
Drove capacity-building programs, emphasizing skill enhancement and domain knowledge
Managed and allocated Learning & Development budgets with precision, handling funds up to INR 1.5 Crore
Streamlined L&D financial operations for accurate budget tracking and allocation
Executed Performance Improvement and Personal Development Plans across various business units
Partnered with management teams to assess and improve outsourcing partner performance
Conducted thorough needs assessments to custom-design and deliver effective learning solutions
Developed competency frameworks with external agencies to unify skill development standards
Facilitated diverse learning modules and programs, strategically aligned with business objectives
Boosted employee engagement and competency, ensuring a highly skilled and motivated workforce
Managed a 2300-employee facility, enhancing grievance resolution and policy reinforcement for superior employee experiences.

Service Delivery / Manager L&D

MakeMyTrip

04.2010 - 08.2014

Achieved career progression from Service Delivery Manager to Manager of Learning & Development, showcasing leadership growth and operational expertise
Utilized Voice of Customer (VOC) feedback to inform product improvements, aligning with client needs and market dynamics
Led the automation of destination training programs, increasing efficiency and establishing comprehensive certification standards
Played a key role in implementing the Training Operations System (TOS), enhancing training management and effectiveness
Directed successful launch and training programs for Sales and Customer Services, bolstering operations across 10 branches
Initiated the Hotels Business Excellence Program (HBEP), significantly advancing the Hotels Business Development team's performance
Enhanced Outbound team productivity by 20% with the innovative Sales Challenger Training Program, improving sales conversion rates
Orchestrated the THM event, demonstrating superior event planning and engagement for a large-scale audience of over 900 attendees
Transformed the New Hire Induction process with gamification and streamlined SOPs, expediting the onboarding timeline
Organized influential Leadership Conclave events, promoting a culture of continuous learning and leadership development
Introduced progressive initiatives such as Leaders Vs
Rookies, MMT Guru, and Leadership Development Centers to foster organizational growth
Managed HRIS Administration, ensuring comprehensive 360-degree feedback and effective Individual Development Plan (IDP) tracking for talent management.

Centre Manager

NIIT(TNI Limited)

09.2009 - 04.2010

Led program development aligned with goals and needs via assessments
Managed resources within budget for effective training operations
Recruited and developed top talent, enhancing team skills and environment
Conducted high-quality training, driving participant success and standards
Streamlined enrollment, boosted engagement with inclusive support resources
Implemented evaluation protocols for training effectiveness and improvement
Built strategic partnerships to extend program reach and collaborative impact
Ensured transparency with detailed reporting on training activities/outcomes
Enforced quality assurance and compliance for program excellence and integrity
Advocated for education through community outreach, raising organizational profile.

Senior Team Lead

Convergys India Services

07.2004 - 08.2009

Led a team of agents, boosting performance & productivity through guidance & coaching
Monitored key metrics, identified improvement areas & executed performance strategies
Conducted training sessions & provided feedback for agent skill enhancement & target achievement
Upheld quality standards & compliance in customer interactions, ensuring service excellence
Managed workflow, task assignment & scheduling for optimized operations & service delivery
Resolved escalated customer issues, ensuring complex problem resolution & satisfaction
Analyzed performance data, generated reports & made data-driven decisions for optimization
Facilitated inter-departmental communication, teamwork & a positive organizational culture
Engaged with clients on performance updates, concerns & collaborative process improvements
Drove continuous improvement by implementing best practices & fostering innovation.

SME Team Lead

GE Capital International Services Limited

05.2000 - 07.2004

Expertise in Customer Service: Proficient in client-specific service protocols, adept at product troubleshooting, and well-versed in policy implementation
Training Leadership: Conducts comprehensive training for new and existing agents, ensuring mastery of customer service excellence
Quality Assurance Vigilance: Monitors interactions, provides constructive feedback, and enforces adherence to quality and compliance standards
Escalation Resolution: Skilled in resolving complex customer issues, guaranteeing satisfaction and loyalty
Process Optimization: Identifies and implements enhancements to customer service workflows, boosting operational efficiency.

Summary

Overview

Work History

Director

Career Break

National Training Operations Manager

Head HRBP / Learning Partner

Service Delivery / Manager L&D

Centre Manager

Senior Team Lead

SME Team Lead

Education

Senior Certified Professional(SCP) -

Bachelor of Commerce - Commerce

Skills

Websites

Certification

Languages

Timeline

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