Mubashshir Ayyub Khan

(Formerly Conneqt Business Solutions Ltd)

• Organize and manage training programs in coordination with stakeholders and clients to meet business requirements.
• Collaborate with Operations & HR teams to plan upcoming batches and allocate trainers accordingly.
• Lead end-to-end training cycles including New Hire, On-Job, Cross-training, and Refresher programs, ensuring timely productivity release.
• Design and prepare training curriculum tailored to process requirements.
• Manage and lead training teams, assess program delivery, and maintain accurate training records and documentation.
• Drive trainer development through performance evaluation, stack ranking, and structured feedback sessions.
• Foster a competitive yet collaborative environment to enhance trainer skills and team growth.
• Ensure multi-skilling of trainers and conduct quarterly performance reviews.
• Maintain trainer occupancy reports, monthly floor activity, and MBR data for internal and external business reviews.
• Partner with line managers to identify training priorities, resolve operational/training grievances, and implement effective solutions.
• Conduct grooming and induction sessions for new trainers and team members.

(Direct Selling Agency)

• Lead recruitment, selection, and training of executives to ensure business delivery meets organizational standards.
• Direct and administer operational activities for a team of 40+ members, ensuring smooth execution and performance.
• Drive achievement of team sales, service levels, quality, and productivity targets.
• Monitor overall process functioning, identify improvement areas, and implement measures to maximize sales performance.
• Collaborate with stakeholders to make strategic decisions on process requirements, adjusting targets and milestones as needed.
• Develop call center operational strategies through performance reviews, capacity planning, and needs assessments.
• Maintain detailed productivity and revenue reports at both process and individual executive levels.

• Design and plan residential training schedules for PAN India students selected for Housing Finance organizations.
• Conduct classroom sessions on Housing Finance products for PGPFS/CPSM students appointed as Branch Sales Managers & Branch Credit Managers.
• Develop and implement curriculum aligned with client regulations, ensuring high‑quality delivery of education programs.
• Create program/course descriptions that reflect industry needs, goals, and objectives.
• Manage end‑to‑end batches including faculty sourcing, e‑learning material distribution, and resource integration.
• Publish fortnightly and monthly training reports and activity trackers to monitor progress.
• Coordinate with clients to ensure training progress aligns with business requirements.
• Organize field visits and monitor student development in knowledge and skills post‑placement at client offices across India.
• Plan and administer assessments for management topics and Housing Finance products in collaboration with faculties.
• Evaluate training effectiveness through structured feedback mechanisms.

• Deliver and facilitate classroom training for Customer Service Associates in product, process knowledge, and system usage.
• Ensure training programs drive outstanding performance among frontline advisor‑level employees.
• Conduct New Hire Training (NHIT) for outbound processes and manage On‑Job Training (OJT) associates post‑NHIT completion.
• Organize refresher courses and re‑training sessions on new products and updates for existing associates.
• Maintain and publish MIS reports for NHIT, refresher, and re‑training batches, including dashboards and daily headcount tracking.
• Conduct interviews for process hiring requirements through walk‑ins and recruitment drives.
• Take live calls to understand Voice of Customer (VOC) and incorporate insights into training for improved productivity and performance.
• Monitor and evaluate calls on a daily, weekly, and monthly basis, providing individual feedback for performance enhancement.
• Publish training activity reports on a regular basis to track progress and outcomes.
• Maintain detailed feedback sheets at both agent and process levels to ensure continuous improvement.

• Conduct New Hire Induction Training (NHIT) for in‑house contact centre associates.
• Circulating product updates and process changes across vendor teams to ensure alignment.
• Deliver training certifications at vendor locations and conduct sessions on new products and updates for support functions.
• Evaluate training effectiveness across vendor teams and implement improvements.
• Monitor performance of nesting associates, identify gaps, and address poor delivery through targeted interventions.
• Organize Monthly Business Reviews (MBR) to develop strategies for business improvement.
• Conduct call calibrations to assess DM channel performance and ensure quality standards.
• Manage training programs in coordination with Contact Centre and Line of Business (LOB) heads.
• Handle On‑Job Training (OJT) associates post‑NHIT completion.
• Collaborate with department managers to identify training priorities, resolve grievances, and implement effective solutions.
• Publish monthly training activity calendars with stakeholders, outlining planned coaching and training programs.
• Conduct Monthly Knowledge Tests (MKT) for floor agents to assess product and process knowledge.
• Organize refresher and re‑training sessions on new products and updates for existing associates.
• Maintain and publish MIS reports for NHIT, refresher, and re‑training batches, including dashboards for all training activities.
• Regularly update training material in coordination with product managers and underwriting teams.

• Organize and manage training programs in coordination with stakeholders to meet business requirements.
• Deliver and facilitate classroom training for Customer Service Associates in product knowledge, process expertise, and system usage.
• Ensure training programs drive outstanding performance among frontline advisor‑level employees.
• Conduct New Hire Training (NHIT) for outbound processes and manage On‑Job Training (OJT) associates post‑NHIT completion.
• Collaborate with line managers to identify training priorities, resolve operational/training grievances, and implement effective solutions.
• Publish monthly training activity calendars with clients and stakeholders, outlining planned coaching and training programs.
• Conduct online Product Knowledge Tests (PKT) for floor agents to assess product and process knowledge.
• Organize refresher and re‑training sessions on new products and updates for existing associates.
• Maintain and publish MIS reports for NHIT, refresher, and re‑training batches, including dashboards and daily headcount tracking.
• Publish daily, weekly, and monthly training activity reports to monitor progress and outcomes.
• Maintain detailed feedback sheets at both agent and process levels to ensure continuous improvement.
• Conduct mystery calling exercises to identify Areas of Improvement (AOI) and provide targeted training to enhance productivity and performance.

• Organize and manage training programs in coordination with stakeholders and clients to meet business requirements.
• Collaborate with Operations & HR teams to plan upcoming batches and allocate trainers accordingly.
• Manage New Hire Training, On‑Job Training, Cross‑training, and Refresher programs, ensuring timely productivity release.
• Prepare training curriculum tailored to process requirements.
• Lead and manage training teams, assess program delivery, and maintain accurate training records.
• Conduct trainer performance evaluations through stack ranking and KRAs, providing structured feedback for growth.
• Ensure multi‑skilling of trainers and conduct quarterly performance reviews.
• Maintain trainer occupancy reports, monthly floor activity, and MBR data for business reviews.
• Groom and induct new trainers into the team.

• Conducting collections training for the new joiners and Business Associates.
• To determine movement of new employees on to the role of collector after a due performance feedback process that follows training.
• Being a part of team communication meetings to ensure regular updates on curriculum enhancement, development and any other areas that are relevant and required for process improvement.
• Conducting Induction program, Soft Skills and Communication Skills sessions as per curriculum and defined by Training Head.
• Handling client grievance, taking product feedback, escalating the feedbacks to the Product team.
• To be a part of quality briefings & quality meetings to ensure consistency and to meet the quality standards required for training programs.