NAVJOT SINGH LUTHRA
Mumbai
Summary
Dynamic leader with a proven track record in enhancing team efficiency and productivity at REA India, Cars24, and Tech Mahindra through innovative performance strategies. Expertise in data analysis, training program development, and cross-functional collaboration drives operational improvements. Core competencies include diversity inclusion and exceptional organizational skills, fostering a cohesive team environment. Committed to leveraging these skills to inspire growth and excellence in future initiatives.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Deputy Manager L&D
REA India (Housing.com/Proptiger.com/Makaan.com)
Mumbai
03.2022 - 06.2024
- Developed and executed performance enhancement strategies, boosting team efficiency and departmental productivity through targeted interventions and process optimization.
- Led cross-functional teams in solving business challenges, implementing actionable solutions that improved overall outcomes and business performance.
- Designed and delivered dynamic training programs, incorporating diverse learning styles to ensure engagement and skill development for teams in sales, leadership, and retail roles.
- Utilized data-driven insights to support strategic decision-making, analyzing performance metrics to inform business planning and operational strategies.
- Implemented training content updates aligned with industry trends, ensuring relevance and enhancing employee development in line with evolving business needs.
- Monitored staff performance, identifying improvement areas and creating personalized action plans, fostering a culture of continuous feedback and growth.
- Facilitated cross-departmental knowledge-sharing initiatives, promoting best practices and ensuring alignment with organizational goals.
- Managed team coaching sessions, providing feedback and guidance through one-on-one and group interventions to drive team performance and goal achievement.
- Coordinated resource optimization strategies, ensuring efficient use of assets and services across departments, contributing to cost savings and improved profit margins.
- Promoted a culture of diversity and inclusion in training programs, ensuring an equitable and inclusive learning environment for all employees.
- Trained and mentored new hires across various roles, focusing on sales, leadership, and retail, equipping them with the knowledge to succeed and meet performance expectations.
- Supported leadership transitions, guiding employees through the shift from individual contributor to managerial roles and facilitating leadership development programs.
- Conducted field visits to assess performance and support performance improvement plans (PIP) for new hires and underperforming employees, ensuring targets were met.
- Increased employee engagement by promoting career development practices and enhancing morale, leading to improved job satisfaction and reduced turnover.
Assistant Manager L&OD
Cars24 Services Private Limited
Mumbai
12.2018 - 03.2022
- Designed and implemented performance improvement strategies, driving significant gains in efficiency, team productivity, and business outcomes across multiple departments.
- Led training initiatives to enhance the skills of sales, retail, and customer-facing teams, ensuring alignment with business objectives and improving performance outcomes.
- Collaborated with cross-functional teams to resolve training challenges, aligning training programs with business needs and ensuring effective solution delivery.
- Trained new hires and vertical heads, providing tailored coaching and support to accelerate learning and career development.
- Led branch audits across multiple regions, assessing operational performance and quality standards for over 300 employees, implementing improvements to drive operational excellence.
- Developed region-specific training content to give teams a competitive edge in local markets, aligning training programs with customer needs and market conditions.
- Promoted diversity and inclusion in training materials and sessions, fostering an inclusive learning environment across the organization.
- Monitored staff performance using data-driven insights, designing and executing action plans to address performance gaps and drive continuous improvement.
- Utilized feedback loops to evaluate training effectiveness, adjusting content and delivery methods to maximize learning outcomes and engagement.
- Optimized resource utilization by coordinating training schedules, ensuring seamless delivery of training sessions and maximizing ROI on training investments.
- Led the development and implementation of new training modules, addressing emerging business needs such as new product launches, pricing changes, and policy updates.
- Coordinated and executed team-building activities, fostering collaboration, improving communication, and enhancing overall team dynamics and performance.
- Played a key role in recruitment by evaluating candidates for critical roles and ensuring the selection of high-performing talent to drive business success.
Quality Coach
Tech Mahindra Business Services
Mumbai
02.2016 - 12.2018
- Managed Tech Support operations for Vodafone Hutchison Australia, ensuring a team of 200 advisors delivered top-tier service across Kogan NBN, Vodafone NBN, and Collections services.
- Led quality audits to ensure compliance with industry standards, generating detailed performance reports and implementing corrective actions to improve service quality.
- Developed and delivered training programs focused on process adherence, new product launches, and customer service excellence, resulting in improved team performance.
- Collaborated with cross-functional teams to identify operational bottlenecks and implement process improvements, reducing costs and improving service efficiency.
- Analyzed customer feedback and service metrics to identify trends, enhancing training content and customer interaction protocols to boost satisfaction and retention.
- Led regular performance reviews and coaching sessions, addressing performance gaps and ensuring alignment with operational goals and quality standards.
- Utilized CRM tools (PeopleSoft, Oracle Siebel, Tallyman) to manage escalations, track payment schedules, and resolve customer queries efficiently, improving retention and satisfaction.
- Delivered soft skills training and quality improvement initiatives, ensuring service standards were consistently met across all teams.
- Monitored operational performance through KPIs and metrics, ensuring adherence to quality benchmarks and enhancing the overall customer experience.
Senior Executive Operations
Elevate K12
Mumbai
03.2015 - 08.2015
- Created and maintained dashboards for senior leadership, providing regular updates to the Senior Project Manager and COO on project status, KPIs, and operational performance.
- Managed the student portal content, ensuring accuracy and accessibility, while collaborating on new reporting filters to improve user interaction and click-through rates.
- Oversaw daily operations to ensure efficient execution of e-learning initiatives for public schools in the USA under federal government contracts.
- Optimized dashboard functionality, redesigning interfaces to improve user experience and tracking capabilities.
- Handled client communication and managed initial purchases for B2C operations, ensuring high levels of customer satisfaction and seamless service delivery.
- Reviewed completed work to ensure adherence to quality standards and consistency in content and operations.
- Evaluated individual and team performance, identifying opportunities for improvement and driving process enhancements to increase productivity.
Customer Finance Advisor (Collections)
Tech Mahindra Business Services
Mumbai
06.2010 - 02.2015
- Managed complex payment collections using Tallyman, overseeing account actions and ensuring timely resolution of payments, from consumer accounts to SMEs and corporate clients.
- Handled escalations for first and second-level queries, ensuring swift and effective issue resolution, driving customer retention and satisfaction.
- Utilized CRM tools (PeopleSoft, Oracle Siebel, Tallyman) to track payment schedules, manage outstanding balances, and resolve financial disputes efficiently.
- Implemented process improvements to enhance operational efficiency and reduce turnaround time for customer queries, boosting overall satisfaction.
- Developed strong client relationships, addressing queries and concerns promptly, maintaining high customer satisfaction levels and promoting long-term loyalty.
- Led and motivated team members, fostering a collaborative, high-performance culture and driving exceptional results in meeting business objectives.
- Consistently exceeded performance targets, achieving the highest standards in customer service and operational efficiency.
- Maintained an exceptional attendance record, ensuring reliability and contributing to overall team performance and success.
Senior Customer Relationship Advisor (Collections)
Zenta Pvt. Ltd.
Mumbai
10.2009 - 06.2010
- Assisted customers with Card Bill payment-related queries and provided effective customer management to ensure high satisfaction levels.
- Demonstrated in-depth knowledge of the country's Collection Law, providing valuable guidance to customers in accordance with legal requirements.
- Maintained accurate records of client interactions and tracked progress towards goals, ensuring efficient follow-up and issue resolution.
- Updated customer records in the computerized database system, ensuring accuracy and up-to-date information for seamless operations.
- Verified current and historical customer information, including residences, property ownership, and various types of debt by accessing public records and directories.
- Initiated follow-up calls to delinquent customers to collect outstanding balances and reduce overdue accounts.
- Verified accuracy of customer account information, including address changes and contact information, ensuring correct details were reflected in records.
- Generated detailed reports on customer account status, delinquency rates, and payment histories, providing management with insights for decision-making.
Sales Development Manager (Insurance)
HDFC Standard Life
Mumbai
09.2008 - 05.2009
- Identified potential clients and provided personalized assistance to address their insurance needs and financial goals.
- Oversaw and managed cross-selling activities to promote and sell insurance-related products to prospective clients, driving sales and customer engagement.
- Upsold insurance products to both existing policyholders and new clients, contributing to increased revenue and client retention.
- Researched and analyzed various insurance and investment options, providing expert recommendations to clients based on their specific needs.
- Assisted customers in selecting appropriate life insurance policies, ensuring the coverage was aligned with their individual needs and financial objectives.
- Maintained accurate records of client contact information and policy details, ensuring the integrity and confidentiality of customer data.
- Provided expert advice on risk management, helping clients choose the appropriate level of coverage to protect their assets and financial well-being.
- Strengthened traceability by developing organizational systems for maintaining records, reports, and agendas, ensuring efficient workflow and compliance.
Education
Bachelors of Management Studies (B.M.S) - Marketing, International Finance
Guru Nanak Khalsa College
Mumbai, Maharashtra, India07-2008
Skills
Core Skills & Competencies:
- Leadership
- Interpersonal Skills
- Organizational Skills
- Diversity and Inclusion
- Cross-functional Collaboration
- Skilled in Mediation
Training & Development:
- Training Program Development
- Staff Training and Development
- Employee Development
- Performance Management (In-Office & On-Field)
- Training Delivery (Virtual & Classroom)
- TNA / TNI (Training Needs Analysis / Training Needs Identification)
Performance Improvement & Project Management:
- Performance Improvements
- Performance Enhancement
- Project Management Abilities
- Quality Assurance
- Change Management
Instructional Design & Content Creation:
- Content Creation & Management (Articulate 360)
- SCORM Creation for LMS (Articulate 360)
- Product & Process Creation using PPT
Business & Process Management:
- Business Planning
- Sales Strategies
- Process and Procedure Development
Technical Skills:
- Data Analysis
- Audit Compliance
- MS-Office
- Google Suite
- Reporting and Documenting
Certification
- PRINCE2 (Project Management Methodology)
Year: 2012
Certification in PRINCE2, a structured project management methodology, providing expertise in managing and controlling projects effectively, ensuring that business objectives are met within time, cost, and quality constraints. - SAP CRM (Customer Relationship Management)
Year: 2014
Certified in SAP CRM, demonstrating proficiency in utilizing SAP tools for customer management, sales, and marketing, optimizing customer service processes, and driving business success through enhanced client relationships and operational efficiency.
Accomplishments
- Led training initiatives for the Sales and Retail teams at REA India and Cars24, driving consistent performance and achieving the top 1st or 2nd position in sales metrics for 80% of the financial years.
- Consistently recognized by the Regional Head for significant contributions to team performance, earning multiple accolades for achieving business goals.
- Spearheaded numerous project development efforts, resulting in reduced errors and a significant increase in overall productivity across the branch/region.
- Documented and resolved purchase request processes, leading to a 20% reduction in duplicity of work, enhancing operational efficiency and reducing waste.
Languages
Punjabi
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Upper Intermediate (B2)
B2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeContract WorkWork Location
On-SiteRemoteHybridSoftware
Microsoft Office
SAP CRM
Google Suite
Articulate 360
Timeline
Deputy Manager L&D
REA India (Housing.com/Proptiger.com/Makaan.com)
03.2022 - 06.2024
Assistant Manager L&OD
Cars24 Services Private Limited
12.2018 - 03.2022
Quality Coach
Tech Mahindra Business Services
02.2016 - 12.2018
Senior Executive Operations
Elevate K12
03.2015 - 08.2015
Customer Finance Advisor (Collections)
Tech Mahindra Business Services
06.2010 - 02.2015
Senior Customer Relationship Advisor (Collections)
Zenta Pvt. Ltd.
10.2009 - 06.2010
Sales Development Manager (Insurance)
HDFC Standard Life
09.2008 - 05.2009
- PRINCE2 (Project Management Methodology)
Year: 2012
Certification in PRINCE2, a structured project management methodology, providing expertise in managing and controlling projects effectively, ensuring that business objectives are met within time, cost, and quality constraints. - SAP CRM (Customer Relationship Management)
Year: 2014
Certified in SAP CRM, demonstrating proficiency in utilizing SAP tools for customer management, sales, and marketing, optimizing customer service processes, and driving business success through enhanced client relationships and operational efficiency.
Bachelors of Management Studies (B.M.S) - Marketing, International Finance
Guru Nanak Khalsa College
Similar Profiles
Poornima PandeyPoornima Pandey
Relationship Manager at REA Group(Proptiger.com|| Housing.com)Relationship Manager at REA Group(Proptiger.com|| Housing.com)
Mohammed Asif ShaikhMohammed Asif Shaikh
Senior Relationship Manager at REA India -Proptiger.comSenior Relationship Manager at REA India -Proptiger.com
Adarsh BinjolaAdarsh Binjola
Lead Software Development Engineer at REA India (Housing.com)Lead Software Development Engineer at REA India (Housing.com)