I. Classroom ManagementConducts new hire interview and provide feedback to operations
o Conducts classroom process training/up-training/cross-skilling for new hires/tenured/transfer employees of the specific process
o Provides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e. Clinical Preprocess Training for USRN trainers)
o Monitors attendance during the entire process training
o Formulates effective exercises or assessments for essential learning improvements
o Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
o Continuously plans and organizes the training course and design as suited to the needs of the process
o Ensure compliance to client and organizational policies and procedures
o Reports directly to the client the update of the training class or process clarification
o Deliberate new hires that needs support and coaching
o Monitor trainee’s post-nesting performance for the first 3 months after being endorsed to operations
o Establish and define the structure of the learning context
o Convey leadership to individuals and teams within scope
o Implement and demonstrate efficient training methods
o Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs
II. Modules/Up-training/Initiatives
o Develop and implement an effective system for process updates as and when required by the process/clients
o Update Training curriculum on an ongoing basis with the help of Content Development Team
o Conduct team huddle and provide floor and online support for process updates
o Assist in assessing and addressing developmental/training needs of employees across the process through Training Needs Analysis
o Conduct follow-up training sessions to measure training effectiveness
o Collaborate with the quality and operations for process improvements
III. Individual Development (Production, QA Score)
o Contribute to production either through processing bills or cases, or taking inbound calls, in the absence of a training batch/requirement
IV. Other Functions:
o Create training dashboard and attend in weekly/monthly business review
o Partake during client visits
o Support processes in migration phase
o Steps up for the process in the absence of the Assistant Manager
Performance parameters
o Excellent classroom management and training effectiveness
o Quality and precision of reports, deliverables and production
o Adherence to attendance and schedule
o Develop and implement effective system in cascading process updates
o Initiate proposal for process improvement
o Assess, evaluate and analyze training needs through follow-up sessions
o Strict compliance to client and organizational rules and directives
o Clients/customer relations at a professional level to guarantee client satisfaction
Primary Internal Interactions
o Trainees, to evaluate training effectiveness, coaching and assessing work readiness
o Team/s of Nurse Associates, to train, coach, conduct up-skilling or cross-skilling and assessing work readiness
o Quality team, to calibrate process, clarifying audits, identify challenges and top drivers, and cooperate with the process improvement
o Supervisor, to report performance, seek assistance and support for any training concerns, monthly evaluation of performance, develop training modules, and update of training curriculum
o Lead Assistant Managers and leaders, to identify training needs and follow-up
I. Classroom ManagementConducts new hire interview and provide feedback to operations
o Conducts classroom process training/up-training/cross-skilling for new hires/tenured/transfer employees of the specific process
o Provides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e. Clinical Preprocess Training for USRN trainers)
o Monitors attendance during the entire process training
o Formulates effective exercises or assessments for essential learning improvements
o Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
o Continuously plans and organizes the training course and design as suited to the needs of the process
o Ensure compliance to client and organizational policies and procedures
o Reports directly to the client the update of the training class or process clarification
o Deliberate new hires that needs support and coaching
o Monitor trainee’s post-nesting performance for the first 3 months after being endorsed to operations
o Establish and define the structure of the learning context
o Convey leadership to individuals and teams within scope
o Implement and demonstrate efficient training methods
o Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs
II. Modules/Up-training/Initiatives
o Develop and implement an effective system for process updates as and when required by the process/clients
o Update Training curriculum on an ongoing basis with the help of Content Development Team
o Conduct team huddle and provide floor and online support for process updates
o Assist in assessing and addressing developmental/training needs of employees across the process through Training Needs Analysis
o Conduct follow-up training sessions to measure training effectiveness
o Collaborate with the quality and operations for process improvements
III. Individual Development (Production, QA Score)
o Contribute to production either through processing bills or cases, or taking inbound calls, in the absence of a training batch/requirement
IV. Other Functions:
o Create training dashboard and attend in weekly/monthly business review
o Partake during client visits
o Support processes in migration phase
o Steps up for the process in the absence of the Assistant Manager
Performance parameters
o Excellent classroom management and training effectiveness
o Quality and precision of reports, deliverables and production
o Adherence to attendance and schedule
o Develop and implement effective system in cascading process updates
o Initiate proposal for process improvement
o Assess, evaluate and analyze training needs through follow-up sessions
o Strict compliance to client and organizational rules and directives
o Clients/customer relations at a professional level to guarantee client satisfaction
Primary Internal Interactions
o Trainees, to evaluate training effectiveness, coaching and assessing work readiness
o Team/s of Nurse Associates, to train, coach, conduct up-skilling or cross-skilling and assessing work readiness
o Quality team, to calibrate process, clarifying audits, identify challenges and top drivers, and cooperate with the process improvement
o Supervisor, to report performance, seek assistance and support for any training concerns, monthly evaluation of performance, develop training modules, and update of training curriculum
o Lead Assistant Managers and leaders, to identify training needs and follow-up
Same Posting Description for Internal and External Candidates
Choosing a digital partner is about more than capabilities — it’s about collaboration and character.
Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.
At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.
Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.
Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.
We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.
At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.
For more information, visit www.exlservice.com.
