Job Description

Classroom Management/Modules/Up-training/Initiatives/Quality

• Help the Senior Training Manager oversee or coordinate the different training requirements for the program and its projects in the assigned account/s.
• Monitor, coach and mentor trainers to help develop the required skill sets
• Develop training materials, activities and assessments.
• Facilitate training classes as needed
• Help the Senior Training Manager and/or AVP gather, measure and analyze data to gauge the effectiveness of the training program and its parts/projects on a regular basis.
• Conduct trainer interviews and strengthen bench resources through the Training Apprenticeship Program
• Protects the confidentiality of client and adheres to company policies regarding confidentiality.
• Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Competencies Required:

• Excellent communication and organization skills (Discipline & Communication).
• Very good coaching and training skills (Knowledge Trasference).
• Ability to communicate effectively to a variety of audiences (Reporting and issue mitigation).
• Ability to provide and support a vision and direction
• Ability to implement projects with the highest degree of professionalism and ensure follow through and evaluation of their effectiveness
• Ability to work with minimum supervision and in a continually challenging environment
• Ability to analyze learning needs and assist in the development of customized modules and initiatives
• Accepting a high degree of responsibility and accountability for others as well as for self
• Deep understanding, appreciation and demonstration of world-class customer service
• Understanding of end-to-end processes and appreciation of customer experience’s impact on critical parameters
• Knowledge of MS Office – Excel, PowerPoint, Word
• Process Knowledge: Strong understanding in various Retirement Plan structures such as Defined Benefits(DB) Contribution(DC) plans, 401Ks, 403Bs and 457 plans, IRAs and pension schemes. (Domain Expertise)
• Process Knowledge: Expertise in handling inquiries related to retirement plans, guiding participants with a focus on quality service and accuracy. (Domain Expertise)

Eligibility Criteria:

• Open External and Internal
• Minimum of 1 year Insurance or Healthcare experience is a must
• IJP is open to all Lead Assistant Managers
• Internal Candidates must have minimum 24 months tenure in EXL and in the current role.
• Should not be on PDP/Disciplinary action within 6 months from date of NOD. Please see Progressive Disciplinary Policy for further details.
• Should not be on PIP during the time of application.
• Candidates must have 3.5 & above rating (Goal & Competency or Composite Rating)
• Must have no issues on Attendance and Reliabilities.
• College graduate – preferably Nursing, Psychology, Mass Communications, or Education.
• Positive feedback from local leadership and their leadership teams.

Classroom Management/Modules/Up-training/Initiatives/Quality

• Help the Senior Training Manager oversee or coordinate the different training requirements for the program and its projects in the assigned account/s.
• Monitor, coach and mentor trainers to help develop the required skill sets
• Develop training materials, activities and assessments.
• Facilitate training classes as needed
• Help the Senior Training Manager and/or AVP gather, measure and analyze data to gauge the effectiveness of the training program and its parts/projects on a regular basis.
• Conduct trainer interviews and strengthen bench resources through the Training Apprenticeship Program
• Protects the confidentiality of client and adheres to company policies regarding confidentiality.
• Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Competencies Required:

• Excellent communication and organization skills (Discipline & Communication).
• Very good coaching and training skills (Knowledge Trasference).
• Ability to communicate effectively to a variety of audiences (Reporting and issue mitigation).
• Ability to provide and support a vision and direction
• Ability to implement projects with the highest degree of professionalism and ensure follow through and evaluation of their effectiveness
• Ability to work with minimum supervision and in a continually challenging environment
• Ability to analyze learning needs and assist in the development of customized modules and initiatives
• Accepting a high degree of responsibility and accountability for others as well as for self
• Deep understanding, appreciation and demonstration of world-class customer service
• Understanding of end-to-end processes and appreciation of customer experience’s impact on critical parameters
• Knowledge of MS Office – Excel, PowerPoint, Word
• Process Knowledge: Strong understanding in various Retirement Plan structures such as Defined Benefits(DB) Contribution(DC) plans, 401Ks, 403Bs and 457 plans, IRAs and pension schemes. (Domain Expertise)
• Process Knowledge: Expertise in handling inquiries related to retirement plans, guiding participants with a focus on quality service and accuracy. (Domain Expertise)

Eligibility Criteria:

• Open External and Internal
• Minimum of 1 year Insurance or Healthcare experience is a must
• IJP is open to all Lead Assistant Managers
• Internal Candidates must have minimum 24 months tenure in EXL and in the current role.
• Should not be on PDP/Disciplinary action within 6 months from date of NOD. Please see Progressive Disciplinary Policy for further details.
• Should not be on PIP during the time of application.
• Candidates must have 3.5 & above rating (Goal & Competency or Composite Rating)
• Must have no issues on Attendance and Reliabilities.
• College graduate – preferably Nursing, Psychology, Mass Communications, or Education.
• Positive feedback from local leadership and their leadership teams.

Classroom Management/Modules/Up-training/Initiatives/Quality

• Help the Senior Training Manager oversee or coordinate the different training requirements for the program and its projects in the assigned account/s.
• Monitor, coach and mentor trainers to help develop the required skill sets
• Develop training materials, activities and assessments.
• Facilitate training classes as needed
• Help the Senior Training Manager and/or AVP gather, measure and analyze data to gauge the effectiveness of the training program and its parts/projects on a regular basis.
• Conduct trainer interviews and strengthen bench resources through the Training Apprenticeship Program
• Protects the confidentiality of client and adheres to company policies regarding confidentiality.
• Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Competencies Required:

• Excellent communication and organization skills (Discipline & Communication).
• Very good coaching and training skills (Knowledge Trasference).
• Ability to communicate effectively to a variety of audiences (Reporting and issue mitigation).
• Ability to provide and support a vision and direction
• Ability to implement projects with the highest degree of professionalism and ensure follow through and evaluation of their effectiveness
• Ability to work with minimum supervision and in a continually challenging environment
• Ability to analyze learning needs and assist in the development of customized modules and initiatives
• Accepting a high degree of responsibility and accountability for others as well as for self
• Deep understanding, appreciation and demonstration of world-class customer service
• Understanding of end-to-end processes and appreciation of customer experience’s impact on critical parameters
• Knowledge of MS Office – Excel, PowerPoint, Word
• Process Knowledge: Strong understanding in various Retirement Plan structures such as Defined Benefits(DB) Contribution(DC) plans, 401Ks, 403Bs and 457 plans, IRAs and pension schemes. (Domain Expertise)
• Process Knowledge: Expertise in handling inquiries related to retirement plans, guiding participants with a focus on quality service and accuracy. (Domain Expertise)

Eligibility Criteria:

• Open External and Internal
• Minimum of 1 year Insurance or Healthcare experience is a must
• IJP is open to all Lead Assistant Managers
• Internal Candidates must have minimum 24 months tenure in EXL and in the current role.
• Should not be on PDP/Disciplinary action within 6 months from date of NOD. Please see Progressive Disciplinary Policy for further details.
• Should not be on PIP during the time of application.
• Candidates must have 3.5 & above rating (Goal & Competency or Composite Rating)
• Must have no issues on Attendance and Reliabilities.
• College graduate – preferably Nursing, Psychology, Mass Communications, or Education.
• Positive feedback from local leadership and their leadership teams.