Summary
Overview
Work History
Education
Skills
Timeline
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Ritwik Patwal

Bangalore

Summary

Experienced Program Manager skilled in workforce management, training, and academic operations. Proven track record in overseeing large projects, enhancing operational efficiency, and driving compliance for over 11,000 employees. Strong in process improvement, cross-functional collaboration, and data-driven decision-making. Committed to delivering impactful results and building strong stakeholder relationships

Overview

4
4
years of professional experience

Work History

Program Associate

PhonePe
Bangalore
08.2022 - Current
  • Program Delivery and Compliance Training: Led the successful implementation of compliance training for over 11,000 employees at PhonePe, ensuring effective delivery and fostering a culture of awareness across the organization. Training Effectiveness Initiatives: Designed and executed a training effectiveness program that involved collecting and analyzing employee feedback during training sessions, enhancing engagement, and maximizing the impact of training initiatives.
  • LMS Administration and Reporting: Managed the Learning Management System (SuccessFactors) for enterprise-wide and market-specific training, developing robust reporting formats to accurately track and report on Computer-Based Learning (CBL), Instructor-Led Training (ILT), quizzes, and assessments.
  • User Acceptance Testing and Content Review: Conducted comprehensive User Acceptance Testing (UAT) and content reviews on the LMS to ensure accuracy and alignment with training objectives, enhancing the overall quality of training materials.
  • Completion Rates and Compliance Management: Implemented the Non-Completion Escalation protocol, achieving 100% training completion rates. Streamlined processes to reduce training turnaround time for 7,000 Business Development Associates (BDAs) from 60-90 days to under 30 days.
  • Reconciliation and Accuracy Improvement: Conducted weekly reconciliations of headcount and training reports, proactively identifying and resolving discrepancies in LMS data to maintain compliance and improve training accuracy.
  • Data Analysis and Dashboard Creation: Developed automated dashboards and trackers for SMEs, enabling efficient monitoring of training and awareness completion rates and utilizing data analysis to drive ongoing improvements.
  • Collaborative Audience Mapping with SMEs: Partnered with Subject Matter Experts (SMEs) to establish a rule set for accurately mapping audiences for ILT and CBL sessions, ensuring targeted training delivery.
  • Anti-Corruption HR Screening Oversight: Managed the Anti-Corruption HR Screening process by identifying candidates, conducting screenings, and collaborating with the Talent Acquisition team to address gaps and provide training.
  • Continuous Content Improvement: Offered actionable feedback to SMEs on training content based on employee insights, enhancing the quality and effectiveness of training materials, and aligning with global best practices.
  • Stakeholder Collaboration for Process Enhancement: Collaborated with HR Ops, Sales, Talent Acquisition, and Compliance teams to design and implement new processes and enhancements, driving operational efficiency and effectiveness across training initiatives.

Operation Associate (Strategy & Planning)

Byjus
Bangalore
12.2021 - 08.2022
  • Operation Management: Managed academic operations for over 350 hybrid centers across India, driving process improvements that enhanced efficiency and effectiveness in delivering educational services.
  • Training & Strategic Implementation: Designed and implemented comprehensive training programs and SOPs to ensure the smooth operation of academic teams. Developed strategies for the seamless launch of new centers in collaboration with regional stakeholders, ensuring operational readiness and alignment with business objectives.
  • Cross-Functional Collaboration: Coordinated with Business, Sales, Content, Marketing, and Product teams to facilitate seamless academic operations, while actively monitoring and managing the academic P&L for each center to address financial and operational challenges.
  • Business Requirement Documentation (BRD): Created BRDs and developed automated reports and trackers to facilitate communication and streamline processes for new programs across various functions.
  • Audit Efficiency Improvement: Streamlined audit allocation to faculty based on roster results, achieving an 80% improvement in efficiency, and enhancing accountability within academic operations.
  • Process Implementation and Performance Tracking: Collaborated with stakeholders to implement new processes and configured LeadSquared for effective tracking of faculty performance. Monitored faculty and center performance, initiating Performance Improvement Plans (PIPs) to address issues and enhance overall educational outcomes, driving improvements in operational efficiency.
  • Automated Hiring Processes: Spearheaded the automated hiring of center heads for 150+ hybrid centers in partnership with HR and Academic Heads, utilizing performance data to ensure effective candidate selection.

Project Manager, PMO

Awign enterprise
Bangalore
08.2020 - 12.2021
  • Workforce Management: Led daily management of a diverse workforce exceeding 300 personnel for major clients such as TCS, HealthPlix, Navi Finance, Leap Finance, Yocket, Unacademy, Grayquest, CoinDCX, and UpGrad, ensuring optimal coordination and responsiveness to client needs, resulting in enhanced client satisfaction and retention.
  • P&L Management: Owned the P&L for multiple projects, implementing strategic initiatives that improved gross margins by streamlining workflows and automating processes. Developed and documented comprehensive SOPs that increased efficiency and clarity for team members.
  • Data-Driven Performance Enhancement: Leveraged performance metrics to assess and refine operations across various projects, including BDA, KYC, onboarding, and sales. Conducted regular audits and data sampling to uphold high standards of quality and effectiveness within the team.
  • Process Improvement Initiatives: Spearheaded the development of escalation matrices and ramp-up plans, leading to significant enhancements in operational efficiency. Applied innovative problem-solving techniques to streamline processes and reduce turnaround times.
  • Product Integration and Dashboard Creation: Designed and configured app flow processes for real-time lead tracking, developing dynamic dashboards that provided stakeholders with valuable insights and improved project visibility, leading to better decision-making.
  • Client Engagement and Relationship Management: Cultivated strong relationships with key clients, driving project planning and execution through regular communication and monthly business reviews. Delivered actionable insights and performance reports to align project goals with client expectations.

Education

Bachelor of Engineering in Computer Science -

Jamia Hamdard University (Delhi)
Delhi
08.2020

Skills

  • Program Management
  • People Management
  • Verbal and written communication
  • MS Excel and Google sheets
  • Analytical skill
  • Planning and Coordination
  • LMS Data Analysis
  • Product Configuration Management
  • Testing and Analysis
  • Process Improvement
  • Stakeholder Management
  • Learning and Development
  • HR Management

Timeline

Program Associate

PhonePe
08.2022 - Current

Operation Associate (Strategy & Planning)

Byjus
12.2021 - 08.2022

Project Manager, PMO

Awign enterprise
08.2020 - 12.2021

Bachelor of Engineering in Computer Science -

Jamia Hamdard University (Delhi)

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Ritwik Patwal