vibha gambhir

I am responsible for India Cluster and head team of leads of Talent Acquisition, Talent & Performance Management, Learning & Development, Employee Engagement & Surveys, R&R, Payroll & F&F, HR Compliance & Total Rewards, Employee Separation and additionally HRBP.

• Led gamut of L&D, design and execute L&D strategies & programs, aligning with global & regional HR initiatives focus areas • TNI, TNA, Effectiveness, Certification, Audit & Compliance, Core & Digital Trainings, Talent & Succession development, IDP • Achievements o Led big projects, capability building initiatives, talent pipeline, coaching & mentoring, establishing LMS for training

• Global Project on interactive onboarding and orientation on organization values & culture • In collaboration global partner, HR key members for Project design, implementation and roll-out across global regions • Comprising table-top board game, TTT, training reference material, training plan, target & records • Achievements o Exposure of handling overseas projects independently, 6 months of project strategy and execution o Working closely with Global HR Leaders and Experts in Schenker world

• Established the Customer Services Department, developing and rolling out standard operating procedures to ensure efficient operations • Managed customer query resolutions through various channels, ensuring timely and effective responses to enhance customer satisfaction • Coordinated with stakeholders to facilitate speedy resolution of customer issues, fostering strong relationships and trust. • Customer service data trends and inform management decisions, driving continuous improvement in service delivery

• Developed business and revenue through training offerings for Airtel Business Solutions and its partners, ensuring alignment with organizational goals • Facilitated boot camps, training of trainers, assessments, and certifications, enhancing the capabilities of trainers and staff • Evaluated program results and collaborated with department heads to discuss outcomes and areas for improvement • Revised learning program structures to adapt to changing organizational requirements and enhance effectiveness

• Handle inbound voice, COCO customer care, maintain Service Levels, SLA, C-Sat, Up/Cross sell, Retention & Payments • Collaborate with business leaders for employees and organizational development, certification of outsource partners • Manage ILT & Digital Learning, Audio-Visual programs; big-ticket projects and managing business partners • Collaborate, develop & execute OD intervention on Customer Engagement Skill Enhancement • Set-up platforms and reporting tools to target various customer POC

• CHRO Executive Program - XLRI Jamshedpur: Senior Executive Development Program in Building Future CHROs