Mahesh D

Head Of Learning - Customer Operations Strategy Support Group at Tata Sky Ltd

Head the Learning and Development team to execute planned training programs across the organization worldwide Perform financial management (Budgeting, Costing & Accounting), monitor and manage Training calendar, design content for programs delivered by me and roll out trainings across the organization Responsible for cutting edge technology content and courses available in LMS; have implemented cross bridges to bring in courses from external vendors like Udemy, PluralSight Implement internal Universities like Tavant Mortgage University, Warranty Open University to build expertise on Domain Knowledge Develop and create assessments for internal certifications and competency development; Responsible for designing and maintaining Key performance indicators for the learning and knowledge organization Vendor Manage and Liaison with industry leaders in the training environment to bring in best practices to maintain world class standards Train new hires (fresher & lateral) and bench team members on technology, soft-skills and domain to meet customer and project requirements

- Head and guide the Learning and development team to execute planned training programs worldwide - Prepare training budgets, monitor and manage Training calendar, design content for programs executed by me and roll out trainings across the organization. - Liaising with industry leaders in the training environment and bring in best practices to maintain world class standards. - Own the Rewards & Recognition for trainings conducted by internal trainers - in terms of devising the plans, announcing the rewards, mark up qualifying parameters and distributing the awards

- Accountable for providing directions and guidance to regional teams and support them for executing targeted programs; interacting with the staff members, managers and the clients. - Expert at determining training needs, identifying training gaps & conducting programs as per the monthly plan to enhance operational efficiency of the team of professionals to ensure efficiency in working and meeting of targets. - Adept at creating, deploying and validating assessments and assessment results which in-turn feeds the competency framework, also responsible for enhancement of competency framework to suit industry standards - Implemented more than 10 customized training solutions for the competency group; designed and delivered focused senior management trainings with average satisfaction rating of 95%. - Conducting trainings using Virtual classrooms and Instructor Led methods; Managing Service Desk Excellence program which was designed to target Service Desk team for improved productivity. - Carrying out the activities of Strategy planning & Operations Planning based on past years data; formulating plans for the current year plans of ISO, ITIL and partner’s audits (Cisco, Sun, Microsoft, etc.); ensuring that the plans designed (internal & external) and projecting the necessary/appropriate data to clear the audits. - Conducting the e-learning portal for the division for Content enablement, new course addition, removal of legacy or unused courses, content validation, report generations and driving these courses for completion. - After training completion, mentoring and managing all new hires for the first 30 days of operations; Understanding the various skill set demands within the business unit and deliver training solutions. - Hand holding team members who are on PIP across India, Middle-east and execute specific programs based on requirement; imparting Self-development, Service Desk skills, Customer Satisfaction, etiquettes and induction programs.

- Developing KM Structures, frameworks and processes that enable the system to move in the direction of developing Human Capital, Structural Capital and Relational Capital. - Integrating all KM systems which were available in small pieces at different location and bringing them to one platform which could be accessed from a central location. - Utilized the knowledge base resources and design a training module for the staff and clients to help them access the knowledge management tools; Delivering focused programs to enhance competency in Service Delivery, Project Management, Sales and Managerial skills. - Analyzing business process and working with stakeholders to develop KM programs such as knowledge confluences, chats; Managing Services Division specific Knowledge Management requests – Services Division is the largest division comprising 70% of Wipro InfoTech. - Implementing and Facilitating Knowledge Management initiatives in delivery, sales, and support functions; Acting as a mediator to answer the queries of the clients and staff about the knowledge management products and practices - Measuring and Reporting the effectiveness of the KM system to the Management; Serving as Core member for ITIL implementation team for Knowledge Management; Sourcing, Reviewing, Classifying and Publishing Content into the Knowledge Management portal - Analyzing business process and work with stakeholders to develop KM programs

- Trained people and delivered Process related information to new hires and confirm understanding. Understood competency of individual and allotted teams. - Responsible for creating, tailoring, and providing training and development programs and technical training materials. - Maintained rate of attrition records and reports to monitor and evaluate technical training activities and program effectiveness. - Trained people and handled certification process to manage inbound technical calls and resolve technical issue for the customer.

- Studied the possible bottlenecks of Data Migration - Formulated Data Migration Strategy and Design for HR Module - Prepared Functional Specification and Technical Specifications for HR Module - Performed Integration Testing on test scenarios - Handled Business Process Study of HR processes.

Responsible for Web development & Web Page Programming Maintain pages developed and updated as necessary Customer Interaction and Query Solving.