Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline
Executive Summary
References
Executive Summary
Generic

Tom Chacko

Avondale,New Zealand

Summary

Dynamic Transition Manager at IBM India with a proven track record in stakeholder engagement and project management. Expert in risk assessment and mitigation strategies, driving operational excellence through innovative training development. Successfully enhanced training methodologies, resulting in improved performance metrics and client satisfaction. Adept at cross-functional coordination to achieve strategic objectives.

Overview

22
22
years of professional experience
1
1
Certificate

Work History

Transition Manager

IBM India
Kochi, India
08.2023 - 09.2024
  • Proactively cultivate and nurture strong working relationships with clients and stakeholders to ensure alignment of goals and expectations.
  • Spearheaded daily and weekly training sessions to monitor and assess training progress comprehensively.
  • Utilize these sessions as opportunities to refine training methodologies and enhance effectiveness.
  • Prepare and deliver weekly progress reports on training activities, incorporating feedback received from operations.
  • Offer insightful analysis and actionable recommendations to address challenges and minimize risks effectively.
  • Work closely with leadership, operational teams, and stakeholder-facing units to grasp stakeholder requirements thoroughly.
  • Engage in the collaborative design of solutions, leveraging diverse perspectives to formulate robust plans and processes.
  • Utilize collaborative efforts to devise strategies that directly address stakeholder challenges and drive tangible business results.
  • Implement solutions that are quantifiable and aligned with overarching organizational objectives.
  • Thoroughly review and validate proposed solutions to ascertain adherence to prescribed quality and performance standards.
  • Employ meticulous attention to detail to guarantee the integrity and effectiveness of each solution.
  • Systematically evaluate potential risks associated with proposed solutions, meticulously identifying and analyzing potential vulnerabilities.
  • Develop comprehensive mitigation strategies to proactively address and minimize risks, ensuring robustness and resilience in execution.

HR Service Delivery Manager

IBM India
Kochi, India
12.2021 - 07.2023
  • Build and maintain close working relationships with clients/stakeholders.
  • Ensure the Learning administrators increase their knowledge, skills, and competence within their role along with their understanding of the region by providing transparent and supportive feedback.
  • Ensure CPE credits awarded to Learning participants and instructors where applicable.
  • Realize operational excellence through maintaining a thorough understanding of, and adherence to, the Regional Learning Deployment Operating and Work Model.

Associate Manager Learning Operations

EY GDS
Kochi, India
12.2019 - 11.2021
  • Build and maintain close working relationships with clients/stakeholders.
  • Ensure the Learning administrators increase their knowledge, skills, and competence within their role along with their understanding of the region by providing transparent and supportive feedback.
  • Ensure CPE credits awarded to Learning participants and instructors where applicable.
  • Realize operational excellence through maintaining a thorough understanding of, and adherence to, the Regional Learning Deployment Operating and Work Model.

Associate Manager Training – E-Commerce | Training Operation Support

Sutherland
Kochi, India
06.2016 - 08.2019
  • Effective coordination of staffing requirements and managing its timelines.
  • Adhering to the go-live dates- liaising right from the screening & recruitment, training & nesting phases till the new hires are handheld to working in Operations.
  • To ensure driving of Program/Project execution (large-medium scale) covering multiple phases, agreed scope managing risks, issues, key stakeholders, actions items and manage escalations from all stakeholders on a daily basis.
  • Handhold the process from the time the contract is signed, through the pilot phase, till the process becomes productive.
  • Prepare Tollgate report out docs & own completion of all tollgate deliverables including travel and site readiness, Maintain Action, issue, and risk logs, and keep the teams updated about changes in status through proactive communication.
  • Work with cross-functional teams, and take them as one team to close all transition deliverables.
  • Ensure during process migration, every phase of the strictly followed with no omissions, Ensure proper and complete handover of new hire employees to the production floor.
  • Scheduling Periodic Process Knowledge Tests (PKT’s) and Analyzing QA Feedbacks, Conducting TNA (Training Need Assessment) and GAP Analysis to identify the KSA GAP Conduct Back-to-Basics refresher modules to Plug Knowledge Gaps.
  • Run effective new hire training programs resulting in maximum throughput and optimum level of performance during transition.

Associate Manager Training – Telecom Vertical | Training Operation Support

Sutherland
Kochi, India
03.2014 - 05.2016
  • Effective coordination of staffing requirements and managing its timelines.
  • Adhering to the go-live dates- liaising right from the screening & recruitment, training & nesting phases till the new hires are handheld to working in Operations.
  • To ensure driving of Program/Project execution (large-medium scale) covering multiple phases, agreed scope managing risks, issues, key stakeholders, actions items and manage escalations from all stakeholders on a daily basis.
  • Handhold the process from the time the contract is signed, through the pilot phase, till the process becomes productive.
  • Prepare Tollgate report out docs & own completion of all tollgate deliverables including travel and site readiness, Maintain Action, issue, and risk logs, and keep the teams updated about changes in status through proactive communication.
  • Work with cross-functional teams, and take them as one team to close all transition deliverables.
  • Ensure during process migration, every phase of the strictly followed with no omissions, Ensure proper and complete handover of new hire employees to the production floor.
  • Scheduling Periodic Process Knowledge Tests (PKT’s) and Analyzing QA Feedbacks, Conducting TNA (Training Need Assessment) and GAP Analysis to identify the KSA GAP Conduct Back-to-Basics refresher modules to Plug Knowledge Gaps.
  • Run effective new hire training programs resulting in maximum throughput and optimum level of performance during transition.

Associate Manager Training – Communication Skills | Centre of Learning Services

Sutherland
Kochi, India
07.2011 - 02.2014
  • Conduct training the trainer sessions for skill and knowledge improvement of trainers.
  • Lead the training team, mentoring a team of dedicated trainers to seamlessly manage New Hire training through 4 phases Communication, Technical, Product, and Process and Nesting to ensure consistent throughput through the stages.
  • Meet regularly with Operations to understand training needs and implement solutions via the training team for measurable results on the communication parameters.
  • Manages a team of trainers and develops them to deliver consistent, effective, fun, peculiar, and memorable classes to new hires and existing employees alike.
  • This should be achieved through live class observation, feedback collection from trainees, and other methods.
  • Regular interactions with Production Training managers to review training performance, trainee and trainer performance, and all New Hire reviews, including making decisions to graduate or terminate employees.
  • Work with Capacity planning teams and local WFM, Operations, and Recruiting to plan training schedules for all locales handled locally.
  • Stay up to date on upcoming training initiatives by keeping open communication with Instructional Design and communicating relevant information to local stakeholders.
  • Participate in maintaining and improving recruiting processes, such as technical or English testing, to ensure a high hiring-bar for each new-hire.
  • Voluntarily cross skilled and conducted trainings as a ‘One-stop-shop’ in Communicative Skills, Customer service, Email Support & Technical Support for the business.
  • Liaise with the clients to understand their expectations and tweak training methodology, and ensure throughput.
  • Ensure calibration of tools and evaluation methodologies in selecting and retaining the right talent at recruitment, various hiring screens and the employees’ tenure in the company.
  • Scheduling the training calendar, trainer staffing, room and seat utilization across facilities.
  • Scrupulous data management to track & record performance of trainees, facilitate audits & client scorecard reporting.
  • Call monitoring, providing feedback and coaching agents in Operations on both language proficiency and process expertise.
  • Help the Training Team to Analyze and Complete a Training cycle as per Client requests.

Lead Trainer - Product Specified Skills | Centre of Learning Services

Sutherland
Kochi, India
07.2009 - 07.2011
  • Delivered classroom lectures and facilitated group discussions on topics related to the training program.
  • Developed, implemented and evaluated training programs for employees.
  • Adapted existing curricula based on changes in technology or industry standards.

Trainer - Product Specified Skills | Centre of Learning Services

Sutherland
Kochi, India
08.2007 - 06.2009
  • Recommended changes or improvements in existing training processes as needed.
  • Maintained up-to-date knowledge of industry trends and best practices.
  • Adapted teaching methods according to the needs of individual learners or groups.

Managed Own Business

Self
, Indore
09.2005 - 03.2007
  • Managed business into security equipment and Event Management.
  • Operated equipment and machinery according to safety guidelines.
  • Updated and maintained databases with current information.

Show Room – Customer Care in Charge

Idea Cellular Services
Indore
09.2002 - 06.2005
  • Interacted with clients and utilized excellent organizational skills to arrange and coordinate special events that include sales promotions and in-house campaigns.
  • Delivered excellent customer service and conducted in-house sales promotions while functioning as a customer relationship officer.
  • Ensuring compliance of regulatory policies and resolving disputes, Account maintenance, and customer service for walk-in customers.
  • Handle updating requests from customers and liaise with the corporate office, Oversaw daily customer operations at the branch.

Education

MBA - Information Technology & Finance

Dr C V Raman University
India
07-2018

Skills

  • Stakeholder engagement
  • Project management
  • Risk assessment & Risk mitigation planning
  • Training development
  • Process improvement
  • Data analysis
  • Mitigation strategy
  • Change management
  • Cross-functional coordination
  • Change request tracking

Accomplishments

  • Best trainer awards
  • Leadership awards

Languages

English
Professional
Hindi
Professional

Certification

  • Sutherland Certified Train The Trainer
  • Yellow Belt Six Sigma

Timeline

Transition Manager

IBM India
08.2023 - 09.2024

HR Service Delivery Manager

IBM India
12.2021 - 07.2023

Associate Manager Learning Operations

EY GDS
12.2019 - 11.2021

Associate Manager Training – E-Commerce | Training Operation Support

Sutherland
06.2016 - 08.2019

Associate Manager Training – Telecom Vertical | Training Operation Support

Sutherland
03.2014 - 05.2016

Associate Manager Training – Communication Skills | Centre of Learning Services

Sutherland
07.2011 - 02.2014

Lead Trainer - Product Specified Skills | Centre of Learning Services

Sutherland
07.2009 - 07.2011

Trainer - Product Specified Skills | Centre of Learning Services

Sutherland
08.2007 - 06.2009

Managed Own Business

Self
09.2005 - 03.2007

Show Room – Customer Care in Charge

Idea Cellular Services
09.2002 - 06.2005

MBA - Information Technology & Finance

Dr C V Raman University

Executive Summary

Seeking challenging and managerial assignments in Training and Development / New Business Transition / Client Management / People Management / Customer Services. Overall, 21 years of experience in managing and being an active part in the Customer Service/IT industry/ Training & Operations Support/ Recruitment/ Front office & Office management., Training, Recruitment & Operation Support, Team Managing & Administration, Transition Management

References

References can be provided on request.

Executive Summary

Seeking challenging and managerial assignments in Training and Development / New Business Transition / Client Management / People Management / Customer Services. Overall, 21 years of experience in managing and being an active part in the Customer Service/IT industry/ Training & Operations Support/ Recruitment/ Front office & Office management., Training, Recruitment & Operation Support, Team Managing & Administration, Transition Management

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Tom Chacko