Vipin Menon

Strategic Planning:
Developed and implemented a comprehensive L&D strategy aligned with the company's overall business objectives,
Conducted thorough needs assessments to identify skill gaps, knowledge deficiencies, and training opportunities at both individual and organizational levels.
Created a culture of continuous learning and development that fosters a growth mindset, encourages innovation, and supports employee engagement.
Program Design and Delivery:
Designed, developed, and delivered a diverse range of L&D programs, including onboarding, leadership development, technical training, soft skills training, and specialized programs tailored to specific roles or departments.
Utilized a variety of learning methodologies, such as classroom training, e-learning, case studies and coaching to cater to different learning styles and preferences.
Measured the effectiveness of L&D programs using appropriate metrics and evaluation methods and made necessary adjustments to improve outcomes.
Conducted POSH Awareness session on need basis.
Performance Management:
Supported the performance management process by providing training and development opportunities that align with employees' performance goals and career aspirations.
Developed and implemented performance metrics to measure the impact of L&D initiatives on individual performance, team effectiveness, and organizational outcomes.
Talent Development:
Identified and developed high-potential employees through targeted training and development programs, including mentorship and coaching.
Fostered a culture of talent management and succession planning.
Created a pipeline of qualified candidates for critical roles
Vendor Management:
Managed relationships with external L&D vendors and providers, ensured that they met quality standards, delivered value, and aligned with the organization's goals.
Negotiated contracts, managed budgets, and monitored performance to optimize vendor relationships and minimize costs.
Achievements:
Successfully implemented leadership development programs, to foster high-potential talent identification.
Led a company-wide initiative to enhance employee engagement, to improve employee satisfaction scores.
Optimized the learning management system to improve user experience and drive a learning culture.

Training

Responsibilities:

• Master trainer for Ola Electric training team across various LOBs
• Managed contact center training team by working closely with trainers, coaching and mentoring them
• Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources
• Created in depth training content for new hires at Contact Centre team, Sales team and Service team
• Conducted personal development and team management session for TLs and QAs.
• Scheduled online and offline courses to increase learning opportunities
• Evaluated content to enhance delivery and improve effectiveness.
• First Pass Accuracy for New Hire Training batches. Successfully completed over 20 batches (1600 hours) for contact center covering over 300 agents
• Managed New Hire Training process for more than 500 employees each year.
• Managed Training Throughput of 98% for all New Hire Batches
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Hiring customer support executives for Vendor locations basis job description and competencies
• Conducted hiring dip check with Vendors
• Conducted TTTs for new trainers hired

Knowledge Management:

Responsible for updating knowledge manage portal for Ola Electric contact center.

Responsibilities:

Act as a focal point for updates & process communications

• Ensure timely communication of new/changed policies
• Owners of knowledge base and its usage
• Accountable for knowledge related contents – quality and effectiveness of its use
• Reviewed and edited all training materials for accuracy and company policy compliance.
• Interface with other verticals and/or business functions to ensure processes are put in place
• Notify participants when standards and procedures are deviated
• Advocate use of knowledge management and contributions with large group of audience

Team Management & Planning:

• Managed 2 trainers
• Prepared training schedule and plan for multiple LOBs
• Accomplished multiple tasks within established timeframes.
• Ensured training batches were assigned to each trainer basis availability
• Provided feedback to trainers on product, process and training delivery as and when required
• Aligned refresher training for trainer who was not in any batch
• Prepared weekly and monthly questionnaire for agents, TLS and QAs
• Ensured timely roll out of dipstick and PKTs
• Ensured timed timely closure of dipstick and PKT closure emails
• Ensured timely handover or batches to Operations team

Quality:

Responsibilities:

• Formalized coaching process and improved coaching skills for QAs.
• Provided regular updates to leadership team on quality metrics by communicating consistency problems or production deficiencies.
• Master Calibrator and held weekly calibration meetings with TLs and QAs to gauge quality effectiveness
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Created, edited, proofed phone scripts to improve functionality.
• Performed root cause analysis using 5 Why Analysis

Knowledge Management Specialist:

Responsible for the updating knowledge manage portal for Ola international contact center.

Responsibilities:

Act as a focal point for updates & process communications

• Ensure timely communication of new/changed policies
• Owners of knowledge base and its usage
• Accountable for knowledge related contents – quality and effectiveness of its use
• Interface with other verticals and/or business functions to ensure processes are put in place
• Notify participants when standards and procedures are deviated
• Advocate use of knowledge management and contributions with large group of audience

Training Specialist:

Responsibilities:

· First Pass Accuracy for New Hire Training batches

· Training Throughput for New Hire Batches

· Refresher Training Efficacy

· Hiring customer support executives for Vendor locations basis the job description and competencies

· Hiring Dip check on Vendors

· Conduct TTTs for new trainers hired at vendor locations

Ola Drive:

· Responsible for content creation basis design built by product

· Hiring customer support executives for Ola drive basis the job description and competencies

· Conducted 3 batches of training with a 100% through put for both the batches

· Responsible for creation of knowledge management articles for Ola drive process

• As a Training Solution Lead, responsible for creating content and delivery of training programs. Additionally, also manage the organization’s Higher Education Program and the first 100 days Role Induction Program for newly promoted employees.
• Training Needs Analysis & Content Development:
• Understand client & business context
• Identify business needs from a Learning & Development perspective
• Follow a consulting model (ADDIE) for training solutions (Analyze needs, Design/ Develop solutions, Implement & Evaluate)
• Prepare Training Needs Analysis basis business needs
• Map TNA to competencies required by talents
• Content Development basis TNA
• Propose initiatives that impact employee development
• Identify trainer channels – internal facilitators or external trainers
• Coordinate with consultant trainers
• Measure impact of training by assessments and internally developed tools
• Gauge training effectiveness
• Training Delivery:
• Extensive training delivery @ 1200 hours of training per year) including classroom and virtual sessions
• Drive training coverage for internal clients to ensure mandatory training compliance across multiple locations
• Identify and recruit consultant trainers for specific trainings
• Higher Education Program (HEP):
• Program management of Higher Education Program for Infosys BPM
• Work with universities to identify courses offered that can be built into employee specific higher education programs
• Develop and maintain good working relationships with internal clients, vendors and other key stake holders
• Liaise between various internal teams and vendors to ensure business efficiency and achieve common goals
• Branding & internal publicity of the HEP
• Create & maintain HEP related policy documents
• Measure, track & report to senior management on HEP measures – enrollment, etc.
• 100 Days Role Induction for Promotees:
• Program management of 100 Days Role Induction for employees who have been promoted
• Branding & internal publicity of the program; address employee queries
• Coordinate with Global Delivery Centers to conduct role clarity sessions for managers of promoted employees
• Coordinating with vendor partners
• Ensuring policy documents are compliant and up to date
• L&D Program Management Office:
• Project manage all common activities for the global L&D team including administrating the LMS tool
• Prepare and present the team monthly performance deck to Head - L&D and quarterly reports for the Head - HR
• Develop and maintain good working relationships with all key stake holders like clients and vendors
• Liaise between team and internal clients to ensure business efficiency and ensure common goals are achieved
• Handle audits & compliance

• Strong operations experience as specialist lead for HRO related employee queries and mortgage processing for large overseas clients in Banking & Financial Services domains.
• Lead and manage processing teams.
• Forecast and manage work flow, schedule staffing requirements in order to ensure required service level targets are met within scheduled turnaround time.
• Ensure adherence to SLAs; Prepare and present weekly performance decks to clients.
• Handled escalations and prioritized issues.
• Publish reports to monitor performance and efficiency of team members.
• Provide team members with individual performance feedback through regular One on Ones.
• Ensure all policy; procedural, operational and training updates are shared with team members in team meetings/huddles.
• Conduced training for new advisors.
• Identified and executed cross functional training.
• Audited call as part of Quality for Pay, Leave & Benefits Stream.
• Managed Folder Configuration Management
• Led projects and analyzed data to identify opportunities for improvement

• Greenpoint Mortgage (GPM).
• Was handling customer’s enquires related to his/her mortgage.
• Mentored three members and was responsible for their productivity and performance.
• Responsible for handling escalation calls.
• Was handling client reports and daily floor reports.
• Monitoring team’s call quality and preparing monthly performance reports.