Job Description

The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in transferring process knowledge and its related skills essential to accomplish tasks needed for production. It is also responsible for developing and improving the process-specific curriculum, conducting training needs analysis, creating content to meet the client-set updates, organizing cross- and up-skill training, and reporting to process owners.

Essential Functions

Classroom Management

Conducts new hire interview and provide feedback to operations

Conducts classroom process training/up-training/cross-skilling for new hires/tenured/transfer employees of the specific process

Provides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e. Clinical Preprocess Training for USRN trainers)

Monitors attendance during the entire process training

Formulates effective exercises or assessments for essential learning improvements

Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement

Continuously plans and organizes the training course and design as suited to the needs of the process

Ensure compliance to client and organizational policies and procedures

Reports directly to the client the update of the training class or process clarification

Deliberate new hires that needs support and coaching

Monitor trainee’s post-nesting performance for the first 3 months after being endorsed to operations

Establish and define the structure of the learning context

Convey leadership to individuals and teams within scope

Implement and demonstrate efficient training methods

Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs

Modules/Up-training/Initiatives

Develop and implement an effective system for process updates as and when required by the process/clients

Update Training curriculum on an ongoing basis

Design, update and/or prepare training/instructional materials, teaching aids and devices in accordance to client curriculum

Conduct team huddle and provide floor and online support for process updates

Assist in assessing and addressing developmental/training needs of employees across the process through Training Needs Analysis

Conduct follow-up training sessions to measure training effectiveness

Collaborate with the quality and operations for process improvements

Individual Development (Production, QA Score)

Contribute to production either through processing bills or cases, or taking inbound calls, in the absence of a training batch/requirement

Other Functions:

Create training dashboard and attend in weekly/monthly business review

Partake during client visits

Support processes in migration phase

Steps up for the process in the absence of the Assistant Manager

Performance parameters

Excellent classroom management and training effectiveness

Quality and precision of reports, deliverables and production

Adherence to attendance and schedule

Develop and implement effective system in cascading process updates

Initiate proposal for process improvement

Assess, evaluate and analyze training needs through follow-up sessions

Strict compliance to client and organizational rules and directives

Clients/customer relations at a professional level to guarantee client satisfaction

Technical Skills

Above average knowledge of MS Office applications (PowerPoint, Excel, Word) based on graded virtual simulation

Essential knowledge in internet usage and efficient email handling based on graded virtual simulation

Basic familiarity in use of projector, sound system and online-based training

Requisite background in contact center administration

Systematic scheduling and good estimation of training timeline

Competent Training and Data Management

Determines system utilization requirements and testing systems

Process Specific Skills

Domain expertise

Demonstration of profound familiarity and technical skill relevant to the process

Understanding and demonstrating the knowledge of end-to-end processes and appreciation of critical parameters

Continuous update and development of training module and good estimation of training timeline

High-quality knowledge on developing instructional modules and teaching aids in a simplified manner

Able to identify with and comprehend data and new information

Planning and Organizing skills - ability to prioritize the tasks and deliver assigned task per deadlines

Execution of providing customer service

Soft Skills

Verbal and written communication skills of at least B2 in HLEAP

Above average presentation skills

Self-disciplined and results oriented

Coaching and mentoring skills

Flexibility and urgency to handle pressure

Ability to discharge the responsibilities in a conflicting environment

Problem identification and analytical ability

Ability to multi task

Interpersonal Skills

Customer Service Focus

Team Work and Adaptability

Ability to work with cross-cultural staff

Listening and time management skills

Management principles, human resources procedures, customer service and computer skills

Eligibility Criteria:

Open to Process Executives and Senior Executives aligned to the Process

At least 12 months tenure in EXL

At least 12 months in the current role

Required Licensure as specified by the process

Should not be on PDP within 6 months from date of NOD

Should have not received a PIP in the past 12 months

Minimum of 4.0 rating in the last 6 months (Goal and Competency)

Minimum of B2 HEAP Category

Must have no issues on Attendance and Reliability (<5% Absenteeism score for the last 6 months)

Preferably has previous experience in the training field or Nursing Academe

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.