PAYAL PATNAIK

Promoted as the Head of Academic Support & Content Mapping for Tata ClassEdge Pan India. Content Mapping is a USP of Tata ClassEdge & Customer Listening is a part of Malcom Baldrige Business Excellence Model that drives the Tata Group

• The Role includes carrying out Risk Assessment, analyze customer complaints in terms of content & academic services & ensuring error free mapped textbook is released on time & made available to the users of the product
• All complaints from the clients in terms of academic services is resolved within 3 working days
• Quality Assurance : Share the Product Performance of all existing products with management based on which business decisions on new content production can be taken. This includes complaints analysis on various product lines (bugs, errors and defects in existing products) where actions are needed to be taken to find appropriate fixes / solutions / corrective and preventive actions (CAPAs) so as to solve customer issues with quick response and resolution
• Training the academic field force on new products, content , how to deal with customers & building their skill & competencies to be future ready
• Increased customer satisfaction by resolving Academic Complaints
• Business Intelligence

Additional Responsibilities

• Keynote speaker in various national/international summits like World Education Summit
• Representative from Tata Team to Government Projects like Diksha Platform for Social Education under the Ministry of HRD. Part of Digital India Initiative
• Certified ISO Auditor for the organization. Also Mentor Auditor for team
• Part of New Product Development Ideation Team where business cases on GTM strategies for new products & upgrades needed on existing products are presented to management for decision making
• School Leadership Training Module development
• Master Trainer for Principals' Leadership Trainings

Achievements

Keynote speaker in various national/international education summits

Promoted as General Manager – Academic Services- East

Job Responsibilities Include

• Handling end to end academic services requirement of the zone
• Recruitment & Onboarding of academic team
• Process Performance : Drive KPIs of the team. Their KRAs include - Usage Analytics, Customer Listening & Engagement - ensuring Customer Satisfaction on services delivered that include Teachers' Training for Go Live, Digital Pedagogy Trainings, Teacher Empowerment Programs, Classroom Observation & Support to teachers
• Responsible for Competency building of team ; their learning and growth.
• Working with the cross functional team for new product implementation in the zone

Additional Responsibilities:

• Certified Leadership Trainer for conducting School Principals Leadership Program.
• Part of the ideation team for new product ideas

• Role included Recruitment, Training & driving performance of academic team members ( Trainers) for the states of Odisha, Chattisgarh, Uttar Pradesh & Uttarakhand
• Working hand in hand with the Cross Functional Teams across sales, marketing, production, technical department for improved operations & exceptional client support
• Responsible for Process Performance of the team - ensuring they deliver all the parameters as per KPI
• Personally delivering high level teacher engagement programs
• Producing materials necessary for training.
• Doing the training need analysis of team
• Building modules around In-class teacher evaluation to increase teaching learning effectiveness ( Post Training Classroom Assessment) and training the team to provide support accordingly
• Working with teachers, Principals & Management extensively and mentoring them basis their in class Usage of our product – Tata ClassEdge
• Job also includes ensuring that teachers apply the teaching from the workshops in the classroom

Additional Roles Taken Up

• Writing pedagogies on Education & Technology based on the Principles of Adult Learning
• Part of the Ideation & Research Team for designing new teaching-learning products like Homework Response System in Tata ClassEdge.
• Market Analysis for New Product Development - Conducted extensive research with teachers, parents , School Leaders, School Management.

Role includes Managerial & Operational Skills

Managerial :

• Ensure high level of customer satisfaction in the academic parameters through prompt academic/ training interventions.
• Monitor product usage; identify and implement methods to improve usage in the region.
• Ensure implementation of all academic related processes in schools across the region.
• Maintain strong cross functional relationship to plan and determine priorities and implementation.
• Manage and address content and academic service level escalations.
• Achievement of academic revenue by identifying opportunities & organizing Teacher Empowerment Programs in schools across the region.
• Identify areas of development in the team and organize training support in consultation with Zonal Head
• Monitor team performance and provide timely feedback.

Operational

• Visit Gold/ Key account customers to monitor customer satisfaction on content and training related support.
• Consolidate content related issues from the region & ensure timely resolution in co-ordination with the content team/ content mapping cell.
• Conduct a pre training analysis for Gold/Key accounts.
• Conduct Go-live teacher training & digital pedagogy training for Gold/ Key account customers.
• Selection & on-boarding of team for Gold and Key accounts.
• Innovate and implement measures for increasing CE usage in schools across the region.
• Organize/ conduct subject expert demos for business support.
• Manage service levels In academic and content related parameters across the region.
• Conduct audits to ascertain whether all academic interventions are being conducted as per schedule/requirement.
• Create need for value added products & increased business at schools.
• Conduct Nominated Teacher trainings across the region.
• Co-ordinate with Regional head for organizing Principal leadership programs in the region.
• Conduct monthly performance review of the reporting team members.

• Mentoring and Training new Sales Managers in the payroll of the company
• Tracking their performance from joining till 6 months
• Training & Development of New Agents Doing a training need analysis of the managers & agents and ensuring that they come up the learning curve.
• Conducting orientation programs for them and driving them to meet organization's objectives
• Involved in various Content Development Projects of the Company
• Have Track Record of Highest Pass percentage of Agents in Online Exams of IC 33

• Building Career Agents: Working hand-in-hand with the Office Head in building a strong team of Agent-Advisors run on the Career Agency Model.
• Responsible for the Training & Development needs of the Agency Office
• Delivered wide variety of modules focused on Motivational, Advanced Behavioral, Induction and Sales Training formats in Workshop Based and Classroom Based methodology
• Analyzing the training needs of the branch(s)
• Planning & Conducting the training calendar for the month, to suit the training needs of the Agency.
• Applied adult learning and performance expertise to assess behavioral and ability issues impacting work performance.
• Conducting Morning Drills for Sales Managers that majorly includes rehearsals of Sales Process, Products & Riders available, Mapping Benefits to the Features, and Recruitment Skilling amongst other immediate developmental agenda.
• Trained new hires to perform cross-training exercises with experienced workers.
• Responsible for achieving 30% of sales target of the branch.
• Monitoring the performance of the Month 0+12 Agent Advisors and working closely with their Sales Managers in ensuring meeting of sales target.
• Inducting New Agents to the organization, through the Fundamental Career School Program (FCS) of M.N.Y.L; acting as a Coach to them and training them on the lines of the Vision and Mission Statement of Max New York Life. Also, taking care of the Pre-Licensing Training and preparing the new Agent- Advisors for clearing the IRDA Pre-Licensing Exam.
• Responsible for New Agent Productivity from the day the new A&A joins the company and handholding them till the initial 12 months.
• Directed field training to enhance participants' skills.
• Conducting High Levels of Motivational Interactions with Agency through Segmented Trainings like -
• Key to Success Workshop - for Increasing Case Rate 2.
• Get Set Go - for Inactive Agents to make them Case Active 3.
• Clinics on Approaching, Need Analysis Interviews, Closing, Referred Leads, How to Sell to HNI's.
• MDRT Sessions for the Probable MDRT's .

To foster high level of Agents' Engagement with the creme-a- la-creme of the branch facilitating

• Journey to Excellence Program ( by Kinder Brothers International) for the top A&A's of the branch, identified on the basis of Business Contributed by them
• Mpower Program for A&A's to improve their productivity
• Career for Life ( Advanced Selling Skills Workshop) for all Sales Managers & Pro-active Agents with a vintage of at least 12 months in the system 4.Facilitating 'Flight to Success' Workshop for the A&A's ( Month 1) to skill them on Sales Process.
• Also conducting Behavioral Trainings on Time Management, Stress Management etc as and when needed
• Mentor Training Manager for my state - The role gave me an opportunity to supervise the work of the Training Managers in these offices and align the Business Heads to the Training Objectives, so that the larger cause of the office is met.
• Highest Fundamental Career School Pass percentage in the East Zone ( Record Above 95% pass %age in all batches trained by me).
• Won Max New York Life’s most prestigious event for Trainers twice i.e Impact – All India Trainers’ Meet at Goa - Conceptualized and designed a module on 'Health Solutions' which was selected for Presentation in the All India Trainers' Meet - Impact at Goa, 2008. A total of only 9 modules, by different trainers were selected, out of more than 500 entries.
• Qualified for Impact 2009-10 at Goa – The Contest this time was on Business Parameters i.e Pre-Licensing Stipend ( PLS) , Career Success Award ( CSA) , Career Producer Awards ( CPA) and FCS Pass%age.Only top 10 offices in each category qualified out of more than 500 offices, then.
• Amongst the first set of trainers to be invited to the Home Office to conduct the Induction Training Programe for New Managers – known as Management Orientation School - I
• Based on the 3 Drivers of Ageny Business - NAP, EAP & Recruitment, co-created with my Zonal Training Head a one stop solution full of all the best practices in MNYL and across the industry ' Orbit Shifting Intervention'. This was implemented in the entire East Zone.
• Designed a module on 'Showing the Agents Success in their first 90 days' based on LIMRA statistics, named ' Kaun Banega Lakhpati' - Successfully implemented in the training curriculum in the East & North Zones.
• Successful in driving 'Meri Pehli Kamai' amongst the new agents, through my intervention in the new batch ( Impacting Business).
• Record of Training and Developing an agency of 1000 + agents (one of the highest in Max New York Life) in Bhubaneswar and Kolkata offices. Mentored a set of 35 trainers on Module Creations and Facilitation

Was a part of TIP MOD Insurance Space Team in Industrial COE.

Transport International Pool was the world’s biggest Trailer Leasing Company with its base in US, Canada & Mexico. G.E Capital Modular Space was a world leader is leasing, renting & selling modular office buidings to its customer across U.S & parts of Europe.

Core Responsibilties included

• Driving Process Excellence through training & development. Process operated on more than 2.5 sigma, month on month, much above the Client Requirement of 2.0 sigma
• Monitoring & Mentoring the team
• Conducting Quality Audits
• Developing Process Maps
• Design training literature for reduction in the learning path/curve for the new hires that included SOP documentation & updating as well.
• Designing Process Knowledge Tests & planning refresher courses
• Publishing Training Calendar & Dashboard
• Additional Respoinsbilities - HR Catalyst of the team . Role included organizing SKIP level meetings with senior management and taking up HR roles as instructed by Central HR Team 12.