Job Description

We are seeking a highly organized and detail-oriented Management Information Systems (MIS) Executive to join our team. The ideal candidate will play a crucial role in optimizing data management and information flow within the organization, ensuring accuracy, efficiency, and timely reporting.

1. 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 with the help of Content Development Team
• 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

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

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.