SHILPA REDDY S
Senior Manager Contact Center , L& D & Vendor Management
Bangalore
Summary
Results-oriented Contact Centre Operations and Learning & Development Leader with extensive experience in Vendor Management and Employee Benefits Administration. Led high-performing teams to enhance customer experience and drive operational efficiency, while delivering impactful training programs and managing end-to-end learning initiatives. Fostered collaboration and adaptability within dynamic environments, ensuring effective stakeholder engagement and process optimization.
Overview
19
19
years of professional experience
5
5
Languages
Work History
Learning and Development Specialist
Au Small Finance Bank
08.2022 - Current
- Learning & Development (L&D)
- - Possess 4 years of focused experience in Learning & Development, delivering structured onboarding and training programs.
- - Conducted induction programs such as Parichay and Pratyarambh, facilitating seamless onboarding and cultural integration of new hires.
- - Ensured compliance with mandatory regulatory and organizational training requirements.
- - Managed Learning Management System (LMS) operations, including:
- - Designing and uploading training content and modules
- - Assigning courses and tracking completion rates
- - Generating comprehensive training reports and dashboards
- - Monitoring compliance and certification status across teams
- - Developed and implemented continuous learning initiatives and employee skill development programs to enhance workforce capabilities.
- Vendor Management
- - Cultivated relationships with external training vendors to deliver effective learning interventions aligned with organizational goals.
- - Oversaw end-to-end Procure-to-Pay (P2P) processes, ensuring accuracy and timeliness in invoice processing.
- - Raised and managed Purchase Orders (PO) and Non-PO invoices in compliance with procurement policies.
- - Coordinated with finance and procurement teams to ensure timely vendor payments and resolution of discrepancies.
- - Maintained vendor documentation and ensured adherence to organizational standards and audit requirements.
- Employee Benefits Administration
- - Administered Group Medical Coverage (GMC), Group Personal Accident (GPA), and Group Term Life Insurance (GTLI) programs for employees across India.
- - Acted as a key liaison between employees, insurance providers, and internal stakeholders for policy administration and claims processing.
- - Ensured timely resolution of employee queries related to insurance benefits and claims.
- - Maintained accurate records and ensured compliance with policy guidelines and regulatory requirements.
Collections Manager
Jana Small Finance Bank
07.2018 - 07.2022
- Led team of collection agents, providing mentorship and guidance to improve performance outcomes.
- Led team of collection agents, mentoring to enhance performance and achieve collection targets.
- Streamlined collections processes to enhance operational efficiency and reduce outstanding receivables.
- Analyzed collection data to identify trends, informing strategic decisions for improved cash flow management.
- Implemented training programs for staff on collections best practices and customer communication, improving overall team proficiency.
- Collaborated with cross-functional teams to resolve client issues, effectively reducing delinquent accounts.
- Reduced delinquency rates with proactive account monitoring and timely communication.
Contact Center Manager
Mphasis Limited
09.2007 - 06.2018
- Contact Centre Operations Manager
- - Accumulated 14 years of experience in International Contact Centre Operations, managing both inbound and outbound customer service and tele-collection teams - Led teams to consistently achieve service level agreements (SLAs), quality benchmarks, and productivity targets.
- - Enhanced customer satisfaction by resolving issues effectively, adhering to processes, and monitoring performance continuously.
- - Coached and mentored team members, which improved individual performance metrics and strengthened overall team capabilities.
Education
High School Diploma -
IMST
BENGALURU04.2014
Skills
- Contact Centre Operations Leadership
- Customer Service & Telecollections Management
- Inbound & Outbound Team Supervision
- Learning & Development Strategy & Execution
- Employee Induction & Onboarding Programs
- Learning Management System (LMS) Administration
- Vendor Management & Stakeholder Engagement
- Procure-to-Pay (P2P) Operations
- Training Coordination & Performance Reporting
- Employee Benefits & Insurance Administration
Additional Information
Language Proficiency : English, Hindi, Kannada , Telugu & Tamil
Timeline
Learning and Development Specialist
Au Small Finance Bank
08.2022 - Current
Collections Manager
Jana Small Finance Bank
07.2018 - 07.2022
Contact Center Manager
Mphasis Limited
09.2007 - 06.2018
High School Diploma -
IMST