Sanjib Ghosh
Learning & Development Leader
Kolkata
Summary
Strategic professional with nearly 25 years of extensive experience across National & International geographies
▶ Proficient in managing overall functioning of process, identifying improvement areas to maximize customer satisfaction
▶ Experienced in establishing quality standards for various operations areas to maximize operational efficiency
▶ Proficient in developing and executing learning strategies aligned with organizational goals and employee development needs
▶ Proven ability to coach, mentor, and develop individuals at all levels of the organization
▶ Skilled in designing and facilitating leadership development programs to enhance managerial capabilities
▶ Experience in facilitating workshops and interventions to improve team dynamics and enhance organizational culture
▶ Established & set-up Centre of Excellence, executed right shoring, operations model, resiliency models & service delivery strategy, to facilitate effective financial services delivery (Finance & Accounting)
▶ Proven capabilities in identifying, formulating & implementing strategies by leveraging core project expertise aimed at identifying gaps, delivering scalable & quality solutions, driving organizational strategic projects, identifying process improvement and modes of automation initiatives, ultimately achieving cost savings by reducing the manual workload
▶ Directed outsourced corporate learning and development company strategy and product solutions in support of a diverse range of performance improvement solutions across multiple verticals
▶ Counselled teams to assess needs, align interventions with objectives, develop strategy in support of organizational goals and establish program delivery parameters for senior client executives
▶ Skilled in curriculum design, adult learning theories, training technologies, virtual training, content development and LMS
Overview
25
25
years of professional experience
3
3
Languages
Work History
Senior Manager – Learning & Development and Quality
TCS
12.2021 - 09.2025
- Led Learning & Development and Quality for multiple locations in India and Philippines
- Implemented training and quality framework for Transition & BAU account that develops talent, leadership, succession planning, team building and coaching & mentoring in order to support a culture of openness and continuous improvement for P2P/OTC/RTR/HRO
- Collaborated with key stakeholders to identify improvement opportunities, learning needs, conducting needs assessments, and producing actionable strategic plans
- Develop and implement a comprehensive onboarding program for new hires, resulting in a 20% reduction in ramp-up time
- Design and deliver leadership development programs, including workshops, coaching sessions, and 360-degree feedback assessments
- Lead implementation of a blended learning approach, incorporating e-learning modules and instructor-led sessions for optimal training delivery
- Contributed to the strategic planning process, aligning quality objectives with business goals to drive sustained organizational growth
Sr. Domain Lead – OTC Operations
Infosys
03.2020 - 12.2021
- Led Operations for Global Businesses and Transitioning Accounts
- Led Order to Cash team for EMEA & SESA for 80+ FTE
- Led New hire integration for all regions for the business unit
- Led client engagement for transition and stabilized operations for Collections and Cash Applications
- Restructured new hire training with reduced learning path
- Implemented OTC strategies with integrated module on Order to Cash, Cash Application & Collection
Sr. Manager
[24]7.ai
09.2017 - 01.2020
- Led & ensured the development of organization-wide L&D programs that developed talent, leadership, succession planning, team building and coaching & mentoring in order to support a culture of openness and continuous improvement
- Formulated & reviewed training outlines and determined appropriate instructional methodologies and formats
- Identified potential areas for grooming employees through regular assessments and mentoring to develop appropriate modules
- Familiarized with learning management systems (LMS) and e-learning platforms to manage training content and track learner progress
Manager – Business Training
GENPACT
01.2003 - 08.2017
- Conducted training at Genpact –South Africa and other countries
- Led OTC team of 10 (Account creation, Credit Management, OEM, Billing, Cash Application, Collection & Deduction)
- Led team of 34 Process Trainers and Managers catering to PTP, OTC, RTR domains across multiple verticals
- Counselled teams to assess needs, align interventions with objectives, develop strategy in support of organizational goals and establish program delivery parameters for senior client executives
- Managed complete support in Hiring for the business, Communicative Skills trainings, conducted order to cash trainings (Level I & II) and streamlined the process through the different transition tollgates
- Integrated training function with the overall business operating strategy, operations & restructuring
- Developed training roadmaps for executives based on job-based capability requirements in-line with the organizational strategy
- Managed both B2B and B2C customers for OTC team (0-30, 31-60, 61-90, 91-180 days past due) – Customer master data / Credit limit / Order Management / Collection / Cash Application
Team Leader
Hi-Tech Info Call Centre
07.2002 - 12.2002
- Recruited resources for the company; conducted training need analysis and refreshers to iron out issues
Process Associate
GE Capital International Services
08.2000 - 06.2002
- Acted as SME; led a team of 15 and provided floor support for the whole of portfolio of 72
Education
Diploma course - Hotel and Catering Management
International Institute of Hotel & Catering Management
Kolkata, India07-2000
Skills
Analytical
Timeline
Senior Manager – Learning & Development and Quality
TCS
12.2021 - 09.2025
Sr. Domain Lead – OTC Operations
Infosys
03.2020 - 12.2021
Sr. Manager
[24]7.ai
09.2017 - 01.2020
Manager – Business Training
GENPACT
01.2003 - 08.2017
Team Leader
Hi-Tech Info Call Centre
07.2002 - 12.2002
Process Associate
GE Capital International Services
08.2000 - 06.2002
Diploma course - Hotel and Catering Management
International Institute of Hotel & Catering Management
Education And Training Credentials
- 2021, Design Effective Training Programs, Instructional Design for Corporate Learning & Development, Design Thinking, Neuro Linguistic Program, Udemy
- 2000, Diploma course in Hotel and Catering Management, International Institute of Hotel & Catering Management
Other Trainings Attended
- Neuro-Linguistic Programming (NLP)
- Design thinking
- Instructional Design
- Coaching service quality
- Six Sigma Basic
- Train the trainer
- The 7 habits of highly effective people
- Green belt training
- Essential facilitation skills for trainers
- Order to cash (Level I & II)
- Making an effective presentation
- Transition toolkit training
- Completed 3 months computer course from Datapro: Kolkata
Personal Information
Date of Birth: 16th Feb