Suruchi Ushir
Mumbai
Summary
An experienced and high performing professional with over 16 years of experience in the field of Learning & Development and eager to add value and deliver results. My core competencies include Training & Development, Module Design & Development, Mentoring and Coaching team, Conducting Leadership/Behavioral Workshops and Stakeholder Management. I have experience in working individually and within the teams. Working in India and Australia has given me immense exposure to working with different cultures. My work showcases my passion for training, my loyalty and dedication towards everything I do.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Assistant Manager - Learning & Development, HR
NTT DATA
Mumbai
10.2015 - Current
- Training all employees on language, soft skills and professional etiquette
- New hires training on basic language, customer service etiquette, campus to corporate training and role development
- Behavioral training across all levels (entry level to senior management)
- Some of them include Manager Essentials for upto senior manager level, Team building across teams, First time managers, various power skills
- Audit - Evaluate emails and calls for improving quality of communication
- Reporting and performance management for improving performance across all teams - some of them include team huddles for Operations, quarterly performance discussion, IDP for employees and rewards
- Conduct interviews across all levels to assess on communication proficiency
- OJT - Manage new hires and ensure their smooth transition from training to operations
- Content creation using ADDIE and various designing tools to suit the requirement using CANVA and LinkedIn Learning
- Use the existing LMS to improvise the learning experience across levels
- New hire induction - Organize, facilitate and manage new hire induction
- Training effectiveness - Using the tools like Kirkpatrick's Four-level Training Evaluation Model, questionnaires and Philip's ROI Methodology
- Training Need Identification- Conduct the TNI for stakeholders after deciding the goals, existing skills and evaluating training resources to achieve desired results
- Stakeholder management - Work across all stakeholders to understand the training requirement and employee development needs, review existing team performance, conduct and co-ordinate for team managers, set and manage expectations
- Training for other locations - Create content, facilitate and manage trainings for Manila and Denver teams.
- Analyzed data from surveys or feedback forms to identify opportunities for improvement.
- Coordinated with other departments to ensure smooth flow of operations.
Assistant Manager - Learning & Development
Tech Mahindra
Mumbai
09.2005 - 03.2013
- Introduce new technologies and methods to the centre for conducting training related interventions
- Ensure timelines are met for all training related interventions be it NHT or Floor Support or Special Projects
- Conduct competency based interviews for hiring at a supervisory level
- Strategize, implement and evaluate training projects & initiatives for the Service Assurance Function
- Handle a team of trainers and ensure that their job knowledge is as per current operation and industry trends by conduction various activities like session audits, knowledge tests and conducting TTT's for them
- Develop and deliver behavioral/soft skill/product & process programs that equip existing staff with additional skills to better perform on the job.
Senior Trainer
Tech Mahindra
Mumbai
02.2007 - 12.2010
- Liaise with Australian/Indian Stakeholders to implement special projects & tasks in the business at India
- Develop and deliver behavioral/soft skill/product & process programs that equip existing staff with additional skills to better perform on the job
- Mentor new & existing trainers
- Measure training effectiveness post delivery based on the Customer Satisfaction Survey/Internal & External Quality Scores
- Conduct need based Floor Support activities and ensure end to end performance improvement through various interventions like coaching, training, etc
- To be the first point of escalation to address all trainees related concerns whilst in training
- Mentored trainers in their new role from a people management/skill development perspective.
Senior Team Lead - Change Management
Hutchison 3 Global Services Ltd.
Mumbai
05.2009 - 11.2010
- Managing process improvements in Billing skillset
- Working with Training, Operations for continuous process changes and updates
- Testing Pricing plans on system prior to Production
- Updating legal conditions pertaining to plans and product pricing
- Working in shifts for testing and managing resources
- Writing testing scenarios and working closely with Australia counterparts for delivering the same as per deadlines.
Trainer
Hutchison 3 Global Services Ltd.
Mumbai
09.2005 - 12.2006
- Successfully delivered process and systems training across the centre in operations
- Was multi skilled to manage 3 different processes with systems training
- Began content creation and defining individual roles in skill set specific content training
- Contributing towards team performance and training 3 skill set content.
Education
Graduate in BMM (Specializing in Advertising) -
National College, Mumbai University
03.2003
Skills
- Facilitation
- Content Creation
- Mentoring and Coaching
- Leadership/Behavioral Workshops
- Stakeholder Management
- Training Effectiveness
- Training Need Identification
- New Hire Induction
- Competency Based Interviews
- Performance Improvement
- Training Measurement
- Organizational Development
- On-the-Job Training (OJT)
Digital Skills
Microsoft Excel and Powerpoint / CANVA / LinkedIn Learning/ VISIO / Mentimeter / Facilitation / OJT / Workday
Languages
English (C2 Level), Hindi, German (A2 Level), Marathi
Accomplishments
- Customer Experience Award – For achieving 85% of positive customer experience and feedback toward brand and service in the Billing department.
- Outstanding Contribution Award – For leading the team towards performance and introducing various techniques via e-learning and coaching
- Recipient of the STAR (Special Thanks and Recognition) Award 2006 at 3 for contributing significantly to the business
- Recognition from VP NTT Ltd. for contributing towards business success and project implementation
Certification
- Agile Scrum Certification NTT 2021
- Professional etiquette 2020
- Dale Carnegie Certification 2011
- Leadership Workshop by Fred Kofman 2008
- The Coaching Clinic Workshop 2008
Timeline
Assistant Manager - Learning & Development, HR
NTT DATA
10.2015 - Current
Senior Team Lead - Change Management
Hutchison 3 Global Services Ltd.
05.2009 - 11.2010
Senior Trainer
Tech Mahindra
02.2007 - 12.2010
Assistant Manager - Learning & Development
Tech Mahindra
09.2005 - 03.2013
Trainer
Hutchison 3 Global Services Ltd.
09.2005 - 12.2006
Graduate in BMM (Specializing in Advertising) -
National College, Mumbai University
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