The primary role of the job is to manage process trainers aligned to the process. The job focuses on coaching and mentoring process training leaders, facilitate training classes as needed, administer Training Needs Analysis and come up with action plans to address knowledge gaps. The job also focuses on aligning and coordinating with support members and leadership, and on assisting the team with all training requirements.
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
Very good coaching and training skills
Ability to communicate effectively to a variety of audiences
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
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.
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.
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.
