Training and Development at

BPOLAND

Group 3
Kavita Patil PGP09193
Neha Sheenam PGP09211
Krishnakant Maheshwari PGP09197
Risha Agarwal PGP09224
Mansi Agarwal PGP09201
Moica Syal PGP09203
Hrangbung Darthang PGP09189
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COMPANY BACKGROUND
Initially started as a wholly owned offshore BPO
for a large and diversified US based multinational
organization

Established
in 1990s
97% of employees belong to the operations team

26,000
Employees
Globally
In order to service its diverse skills needs, the L&D
group had established the BPOLAND University
Corporate 24 Process
office at Centers
Gurgaon Worldwide
Key capabilities include QMS(Quality
Management System), Market Based
Organizational Learning and Market orientation in
order to make a transition from its captive to 3rd
party mindset
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 Insurance and content Learning and
solution services Development
•Insurance and content
solution service lines •More than 1.5 million
accounted for bulk of its people hours invested
revenue and employment every year (~5% of
•Insurance service line payroll)
provided business •Training had Education at
processes outsourcing for work programmes,
insurance products, such Executive development,
as life, medical, home and Communication skills etc
content, industrial, and •Training leaders
commercial risks representing every
insurances service group assisted the
central L&D team

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Organizational Structure Work Structure Flow

•Five level employee •Understand existing

hierarchy process of client
•Level five is the entry •Identification of solution
level band •Work transition set up
•97% employees are and knowledge transfer
either band 4 and 5 •Pilot operations and
•Employees could move service delivery
within and between •Solution transition phase
various service groups

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 Services Offered

Core
Sales & IT Operation Program
Marketin Service s& Managemen
g s Collectio t
ms

Financ Finance Enterpris Supply

ial & e chain &
Servic Accounti Applicati After
ng on Market
es Services Services

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 IMPORTANT PERSONALITIES
Sandeep Mirchandani
Sandeep Mirchandani known as Sandy in his office was the Vice president of learning and
development program at BPOLAND

His main task is to integrate and exploits the deep pockets of experience and learning of his
and operational teams

To do this he felt a new set of capabilities in core management, people management and
business development

To improve Insurance and Content Solution services he focused on learning and

development activities for employees for industrial and commercial risk insurance

Sandeep started work on program like developing specialist skills, professional judgement
and training for employees

To improve learning and training activity he also made a plan for training activity and how
different organization factors effect decision making
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 IMPORTANT PERSONALITIES
Shiva kumar
• He worked for four years in
BPOLAND
• He was the head and vice president
of the insurance group at BPOLAND
• He had 15 trainers in his work
group
• His main responsibility was to
develop the voice and non-voice
back office accounts delivery
Shantanu Kumar
• Shantanu Kumar was with the BPOLAND for
eight years
• Shantanu Kumar was the vice Associate
Vice president of Learning & Development
and Process Head-Insurance of BPOLAND
• He mainly focused on various training
processes like Education@Work
programmes, executive training,
communication skills, process training, SS-
training, domain training etc.
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 Twinkle Singh
• He worked for Six years with the company

• He was the Vice president of quality and SS BBs from

insurance and content solution group
• He mainly worked for process excellence
• His domain of work was Lean, SS and other quality
framework
Monty Sabharwal
• He worked for four years with BPOLAND
Pushpa Sharma
• Pushpa Sharma worked for 5 years with the BPOLAND
• She was the Associate Vice president of the BPOLAND’S
content solution
• She mainly worked for creative design and
development
• Her work of domain was E-training and distance
learning for the employees

• He mainly worked for process improvement and head of

Black Belt training for the BPOLAND

• His work of domain was Six Sigma and L&D

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 CHALLENGES IN TRAINING
WORKPLACE CHANGES
• Excessively lengthy writing
procedures used in Captive
environment were required to be
changed in Third-party
environment
• Other issues related to nature and
extent of training
EMPLOYEE TURNOVER
• Due to issues like 15-20% Night
Shifts per month, stagnant career
progression, nature of work,
opportunities in growing market
and peer pressure for band 4 and
band 5 employees
TEMPORAL AND
GEOGRAPHICAL SERVICE
DIMENSIONS
• High frequency of training due to
high employee turnover and
process changes requested by the
clients
• Highly diverse training for Indians
due to increased process lifecycle
and cultural, language and accent
requirement as per nationalities of
the clients
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 RECOMMENDATIONS
Reduction in
frequency of
training
Charging higher fees from
clients if the changes made
in the training program
crosses a certain threshold
This step will lead to
decrease in employee
turnover
Recruitment of Introduction of
highly skilled more hierarchy
labours levels
Strategies should be made
to increase band 5 CTCs More levels of hierarchy
for getting new and highly should be introduced in
skilled recruits from good the organization
educational institutes
This change will lead to
higher frequency of
This step will lead to promotions for the band 4
reduction in training & 5 employees that will in
program costs turn result in higher
satisfaction level in
employees
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Thank You!

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