Sukanya Das

The role encompasses program management, content writing, training delivery, and online and offline workshops.

The role encompasses program management, content writing, delivery, and enabling SME-based sessions. I am involved in establishing the L&D function of the bank, designing the content in alignment with leadership competencies. I joined in the role of a contractor in November 2022 and have been promoted to training manager in November 2023.

• Responsibilities –

1. Establish the learning and development function for Ameriprise Bank: design and maintain the L&D dashboard, SharePoint, learning paths, and course catalogues.

2. Drive needs analysis through focus group discussions with bank leaders in the Minneapolis office.

3. Strategize, design, and execute learning projects, curriculum, and online modules.

4. Execute a strategic learning framework and pathway for all bank employees: two learning management systems that give access to three learning portals.

5. Guide employees to build on an individual development plan using the 70-20-10 learning model.

6. Understand the business and market needs to incorporate function-specific technical training.

7. Lead quarterly leadership connects, team connects, and annual town hall.

I was associated as a member of the HR Learning and Development team in Acuity’s Training and Knowledge Management. I joined in the capacity of Delivery Lead and have been promoted to Process Leader, which is equivalent to Training Manager.

• Responsibilities –

Conducted behavioral training on the following modules:

• Diversity and Inclusion
• Contextual Leadership
• Change Management
• Feedback and Roadmaps

Handled two projects successfully from November 2018 to June 2020 until July 2022.

• Learning Project 1: Managers’ Career Acceleration Program (MCAP) –

The program was part of succession planning, conducted once a quarter, across all locations. It comprised a psychometric assessment conducted by Harrison’s Assessment, followed by a 2-day classroom session on Contextual Leadership and Coaching. I handled the project end-to-end, which included classroom delivery of the content, walkthrough of the simulation and report, analysis of the psychometric assessment, action learning project, and coaching.

O Day 1 is on Contextual Leadership, which focuses on flexing leadership styles based on team members' needs.

O Day 2 is on Coaching Essentials based on the SWOTAF and GROW models, followed by an activity-based session on delegation.

• Learning Project 2: Acuity's Communication Champ Training (ACCT) –
• The program involved blended learning for all employees, from new joiners to Delivery Managers. It encompassed the reading, writing, speaking, and listening aspects of communication. The stages included:

O Evaluation of all four skill sets by managers on a given assessment sheet.

o LMS and classroom training of the individuals, based on their assessment score.

o Gamification and quizzes

o Post-assessment by trainers.rs

Responsibilities –

• Imparted training related to customer service, behavioral skills, and language skills to the cabin crew. Trained 19 batches of crew members and ground staff in a span of 17 months.
• Conducted multiple behavioral workshops on the following modules:
• Communicative English
• Personality Development
• Interpersonal Skills
• Team work
• Customer Service
• Assertive Communication
• Service No

Responsibilities –

• I was associated with the Learning and Development team as an individual contributor and handled both the Noida and Gurgaon locations. Imparted activity, interaction-based behavioral sessions to assistant managers and senior associates on –
• Accountability and Initiative
• Working Cohesively in Teams
• Leading Teams (for Assistant Managers and new managers)
• Positive Attitude at Workplace
• Delegation and Team Management

Responsibilities –

• Business Communication & Behavioral Training
• Customer satisfaction survey, review customer feedback and analyse NPS
• Stakeholder and client meetings, quarterly and yearly review of training impact on NPS

Responsibilities –

• Conducted workshops for managers and senior managers from NIIT on customer experience, time management, corporate etiquette, ethics, campus to corporate transition, and business writing skills, including email and chat etiquette.
• I conducted classroom training for batches, as per the lesson plan, imparting training on neutral accent, sounds, grammar, customer service, and culture (US/UK/Australia). Content writing and lesson plan.

Responsibilities –

Classroom Training:

• Trained batches (minimum capacity of 25 trainees, age group 18 to 50) on an 18-day training schedule, as per the lesson plan, and prepared new hires for assessments.
• Imparted training on sounds, grammar, customer service, and culture (US, UK, Australia) – as per the process requirement.
• Conducted an online grammar test of the trainees.
• Accent and comprehension.
• Transitioned batches to the Process Trainer.
• KRA included attrition control of the trainees in the aggregate throughput of the batch, which again accumulated and is a part of the annual appraisal.

• Worked as Customer Service Associate with Carlson Wagonlit. Was promoted as helpdesk supervisor.