ANJANI KALYANI NALAM

Value driven management of KM framework

• Project Management aligned with client VoC - Key achievement was client rating “Negative” to “Passive” (achieved through change management & sustainable approach)
• Streamline process - Analyze, Identify and eliminate waste via VSM, add value to existing mapping of process via quick fix/realign process flow as per client ask.
• Record & maintain data backup for the KM framework
• Own & ensure smooth knowledge transfer between business units during decoupling from training aspect
• Hire, train & release resources post issuance of LTO (license to operate)
• Instrumental in redeployment of internal resources via upskill programs
• Ensure front line managers’ alignment with KM framework via bridge sessions Assistant Manager – Knowledge Management & Training (Dec 2022 – Nov 2024)
• Deliver end-to-end corporate training programs covering onboarding, process certification, and refresher training.
• Conduct Training Needs Identification (TNI) and skill gap assessments for operations teams.
• Develop, review & govern SOPs, training manuals & knowledge repositories.
• Support Pre-KT and KT phases by creating training plans, schedules, and risk mitigation strategies.

• CSR – Mortgage Help Desk (UK) (Feb 2015 –Nov 2016)

Voice process for UK Mortgages – Contact Centre

• Payments Investigation Officer- PAYMENTS (UAE) (Sep 2010 – Jun 2011)

Process for Investigation of various payments which go through the Bank’s gateway.

• Collections Executive- Consumer Lending (US) (Jan2010-Sep 2010)

Voice process for Unsecured Loan payment collection.

• Collection Executive- Auto Finance-US (Aug 2009- Dec 2009)

Voice Process for Auto Loan Payment Collection

• CSE (Dec2003 - Jul 2009) UK Mortgages.

High voice process for Mortgage applications (Customers & Third parties)