Summary
Overview
Work History
Education
Skills
Timeline
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SANTOSH BARIK

Hyderabad

Summary

Experienced professional with extensive knowledge in process, operations & team management. Proven success working with social media clients and the BFSI sector. Built excellent client relationships leading to substantial portfolio growth. Focused on maximizing employee performance, team productivity and quality assurance with effective training programs. Results-driven Change Manager accomplished in driving successful updates at department- or business-wide level. Expert in relevant tools and strategies to achieve targets and control risks associated with implemented changes. Decisive in planning implementations and articulate in communicating updates.

Expert in making SOP's and RCA analysis and also have written a white paper for the prestigious Brandon Hall Program.

Overview

16
16
years of professional experience

Work History

Change Management Lead

Cognizant
Hyderabad
06.2023 - 04.2024
  • Managed relationships between internal teams and external vendors and partners involved in the change process.
  • Facilitated workshops and meetings to discuss proposed changes and their impacts.
  • Evaluated feedback from end users regarding changes made in order to measure success rate.
  • Conducted gap analyses to identify areas of improvement in change processes.
  • Ensured compliance with all applicable laws, regulations, standards related to change management processes.
  • Developed communication plans for informing staff about upcoming changes.
  • Created detailed plans for implementing new systems or procedures.
  • Monitored progress of change initiatives and reported results to management team.
  • Reviewed existing policies and procedures related to change management process.
  • Analyzed data collected during process assessments to identify potential areas for improvement.
  • Drafted reports outlining the status of projects, risks, issues, costs, benefits. associated with changes.
  • Developed strategies to ensure successful implementation of changes.
  • Provided coaching and training sessions on how to effectively manage change within the organization.
  • Recommended areas where additional resources would be beneficial in order to support successful adoption of new processes.
  • Developed metrics to measure effectiveness of organizational changes.
  • Encouraged collaboration across different teams in order to foster a culture of innovation throughout the organization.
  • Collaborated with cross-functional teams to develop effective solutions to address challenges arising from changes.
  • Provided technical support when needed during system upgrades or other IT-related tasks associated with changes.
  • Coordinated with stakeholders to ensure alignment with business objectives.

Training Manager/Change Management Lead

Cognizant
Hyderabad
01.2022 - 05.2023
  • Conducted assessments to determine skill gaps of existing personnel.
  • Organized and coordinated training sessions for new employees.
  • Maintained up-to-date records of employee training activities within the organization's database system.
  • Developed instructional materials such as presentations, videos, simulations and online courses.
  • Created post-training evaluation surveys to measure performance improvement.
  • Identified areas of improvement in existing training methods and procedures.
  • Provided coaching and mentorship programs for staff members.
  • Analyzed data to evaluate effectiveness of current training program offerings.
  • Developed training materials, including manuals, guides and handouts.
  • Developed SOP's for workflows along with client approval.
  • Evaluated instructor performance during classes and provided feedback as needed.
  • Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
  • Implemented training improvements to achieve desired results.

Policy/ Change and Operations Mgmnt

Genpact
Hyderabad
01.2014 - 01.2022
  • Designed training plans as per the client needs keeping timelines, budgets and desire in perspective
  • Ensuring customer and organizational privacy and security is maintained as per compliance standards by formulating the SOP's
  • Recruited and trained 1000+ members of the guest service team along with senior management
  • Single point of contact for the client related to escalations, clarifications globally (North American Market, South Asian Market, Australia and New Zealand and Indian Markets)
  • Worked hand in hand with the subject matter experts across geographies and successfully creating a global operational guideline for the process
  • Team of 50 members handled and also made sure that they are compliant on a regular basis in terms of quality, data security and user privacy
  • Giving insights to the operations, engineering and cross language teams for process improvement
  • Technical know-how of audits, identifying loop-holes and providing insights to improve and change the policies to fill the gaps
  • Scheduled and taught in person and online classes to increase learning opportunities
  • Monitored participant workflow and behavior throughout the training and operations tenure
  • Mentored new hires, resulting in stronger staff development and increased productivity
  • Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness
  • Tracked attendance and progress against goals for each participant
  • Worked with the Operations Team in managing and handling teams, their productivity and efficiency, thereby having the complete end to end know-how of the content lifecycle on the platform
  • Identified and proactively solve internal problems related to employee turnover by revamping training approach
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries
  • Maintained consistent communication with the leadership team to manage customer service effectiveness by monitoring performance and assessing metrics
  • Cross-trained and provided backup for customer service managers
  • Investigated and resolved accounting, service and delivery concerns
  • Trained staff on operating procedures and company services.

Associate

HSBC
Visakhapatnam
11.2007 - 09.2013
  • Excellent communication and interpersonal skills
  • Experience in working on tableau, power BI, data analysis, TNI, TNA and a knowhow in performance metrics.

Education

Bachelor of Science -

D.A.V Public School

Skills

  • Content Moderation
  • Microsoft Office
  • Coaching
  • Interpersonal skills
  • Communication Skills
  • Tableau and power BI
  • Training and coaching
  • Change request tracking
  • Technical acumen
  • Process Improvement
  • Problem-solving abilities
  • Issue Research

Timeline

Change Management Lead

Cognizant
06.2023 - 04.2024

Training Manager/Change Management Lead

Cognizant
01.2022 - 05.2023

Policy/ Change and Operations Mgmnt

Genpact
01.2014 - 01.2022

Associate

HSBC
11.2007 - 09.2013

Bachelor of Science -

D.A.V Public School

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