Marc Amit Kakkar
National Training Operations Manager
New Delhi
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Top-Performing and Methodical Manager with a combination of deep industry know-how, superior personal attributes.
History of association with well-known organisations namely Snapdeal.Com, MakeMyTrip, NIIT (TNI Ltd., Convergys India Services and GE Capital International Services Ltd.
Six Sigma Certified - Green Belt Certification, 2004 (GECIS)
Valid US Visa until 2029
Overview
22
22
years of professional experience
16
16
years of post-secondary education
Work History
National Training Operations Manager
Amway India Enterprises Private Limited
Gurgaon
01.2017 - Current
- Implemented training strategy across the 4 regions across the Country with a detailed operative framework for training, including impact measurement metrics.
- Delivered services to Regional locations within specific timeframes.
- Responsible for setting up training processes PAN India, including Training Need Identification (TNI), Content Development, Training Channels Management, Training Effectiveness Measurement, Knowledge Management, and Calendar Management processes.
- Developed and maintained courteous and effective working relationships.
- Participated in team-building activities to enhance working relationships.
- Prepared variety of different written communications, reports and documents.
- Setting up and leading operations for the Learning Centre in India, including course management, user management, Train the Trainer, and training delivery management via strategic planning.
- Liaising proactively with Government agencies, training vendors, and other External Educational Institutions for Amway Business Owner (ABO) Certification.
- Consolidation of resources (vendors) and saved Approx. 2 Cr
Learning Partner
Snapdeal.com
Gurgaon
04.2015 - 01.2017
- Developed and implemented firm-wide L&D strategy in line with management competencies.
- Proposed and managed L&D budgets to the tune of 1.5Cr.
- Rolled and communicated vision, mission, values, and organizational development initiatives.
- Institutionalized competency frameworks with an external partner by assessing learning needs and training plans.
- Developed and delivered learning modules & programs with the support of 3 internal resources and 2 external agencies.
- Verified long-term staff excellence by implementing updated and continuous training initiatives such as online modules, interactive programs and language labs.
- Created curricula, instructions, documents and written tests for various types of training courses.
- Liaised between executives and entry-level workers, facilitating smooth communication.
- Improved performance & productivity by 25% by conceptualizing and developing T&D initiatives, preparing training modules, and coaching teams on skill sets.
Lead - HR Business Partner
Snapdeal.com
Delhi
08.2014 - 04.2015
- Identified HR training needs and conducted training for employees and leadership while recommending approaches to effect continual improvements in business objectives, productivity and within company to reach business goals.
- Liaised between multiple business divisions to improve communications.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Formulated and implemented the PIP/PDP policy across the BU and engaged with the member Partner Management team for assessing an outsourcing partner.
- Championed an entire site with a seating capacity of 2300 employees overseeing grievances, concerns, issues, creating robust policies for great employee/candidate experience.
Training and Development Manager
MakeMyTrip.com
Gurgaon
08.2012 - 08.2014
- Acquired VOC and merged it with analytical reports enabling the successful design of product upgrades like rewards, engagement panels, and satisfactory experience opportunities at all levels.
- Improved overall conversions of the Outbound team by 20% by creating the Sales Challenger Training Program for the Call Centre Group, training 60 agents and 5 Managers for better destinations.
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Coordinated technical training and personal development classes for staff members.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Managed new employee orientation training process for more than employees each year.
- Planned and executed the THM event with 900+ participants in 2013.
- Led the successful implementation of:
o New Hire Induction program by gamifying and setting SOPs for the 60-day onboarding platform.
o Planning and execution of Leadership Conclave.
o Concept Leaders Vs. Rookies, MMT Guru, Leadership Development Centers, etc.
o HRIS Admin for 360ᵒ feedback to help employees map their IDPs and track their learning plan.
• Stellar Achiever’ for 2013-14 for outstanding performance, gamifying the induction process, and streamlining various processes in the T&D team.
Service Delivery Manager
MakeMyTrip.com
Gurgaon
04.2010 - 08.2012
- Improved performance by 18% in collaboration with 35 outsource partners for authoring contract documents, developing and implementing action plans, service level exhibits, statements of work, and reviewing and analyzing performance reports.
- 63.33% increase in conversions by efficiently handling queries on vendor/partner locations and initiating 2 CSAT-based projects.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Coordinated and led internal and external site team meetings.
- Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- 26% boost in sales by successfully completing a Yellow Belt project to smoothen the DOM and OBT Operations process at MMT.
- Generated sales of $1M, turning leads to 23% GPM increase by improving productivity
Centre Director
NIIT - TNI
Delhi
09.2009 - 04.2010
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used coordination and planning skills to achieve results according to schedule.
- Maintained energy and enthusiasm in fast-paced environment.
- Carried out day-to-day duties accurately and efficiently.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Improved operations through consistent hard work and dedication.
Assistant Manager
Convergys India Services
Gurgaon
07.2004 - 07.2009
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Day to day operations ensuring all service levels are met
• Ensuring low abandons and max productivity
• Hiring & recruitment
• Employee centricity
• Training - Operations & WFM (Build Domain Knowledge within the Team Leaders, FSO, NSO, QA and Team Members)
- Managing Staffing and Planning the Work force Management for the process
- Responsible for the Quality of Delivery, Process Monitoring & Reporting
- Track and drive improvements in cost/participant metrics and perform Cost/Benefit Analysis for process improvement projects
Resident Expert
GE Capital International Services
Gurgaon
05.2000 - 07.2004
- Understand the as-Is Process in US, Australia and Canada from the client and prepare SOP and Process Maps accordingly and sent it for sign offs before transition.
- Understand client expectation from us pre and post Transition.
- Work with the Leadership Team in transitioning the business (Due Diligence) in terms of writing the SOPs, SOW, Process Maps, etc.
- Managed a team of 3 Call Quality Coaches & 2 Voice Trainers-responsible for maintaining high ECVOC scores from the end customer.
- Responsible for rolling out Value Added initiatives in the process- like e-mail capture, Insurance capture, lead generation for loans etc. Also responsible for managing launch of any new product from the client end.
Education
Bachelors in Commerce - Commerce
Chaudhary Charan Singh Univversity
Meerut 07.1997 - 06.2000
High School Diploma -
Don Bosco School
Delhi 04.1984 - 05.1997
Skills
TNI / TNA
Timeline
National Training Operations Manager
Amway India Enterprises Private Limited
01.2017 - Current
Learning Partner
Snapdeal.com
04.2015 - 01.2017
Lead - HR Business Partner
Snapdeal.com
08.2014 - 04.2015
Training and Development Manager
MakeMyTrip.com
08.2012 - 08.2014
Service Delivery Manager
MakeMyTrip.com
04.2010 - 08.2012
Centre Director
NIIT - TNI
09.2009 - 04.2010
Assistant Manager
Convergys India Services
07.2004 - 07.2009
Resident Expert
GE Capital International Services
05.2000 - 07.2004
Bachelors in Commerce - Commerce
Chaudhary Charan Singh Univversity
07.1997 - 06.2000
High School Diploma -
Don Bosco School
04.1984 - 05.1997
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