Process Trainer USRN

3 days ago

Metro Manila, Philippines EXL Service Philippines, Inc. Full time
Position Overview 

 

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

 

  1. Classroom Management 
  2. 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 processProvides 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 trainingFormulates effective exercises or assessments for essential learning improvementsMonitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvementContinuously plans and organizes the training course and design as suited to the needs of the processEnsure compliance to client and organizational policies and proceduresReports directly to the client the update of the training class or process clarificationDeliberate new hires that needs support and coachingMonitor trainee’s post-nesting performance for the first 3 months after being endorsed to operationsEstablish and define the structure of the learning contextConvey leadership to individuals and teams within scopeImplement 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/InitiativesDevelop and implement an effective system for process updates as and when required by the process/clientsUpdate Training curriculum on an ongoing basis Design, update and/or prepare training/instructional materials, teaching aids and devices in accordance to client curriculumConduct 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 AnalysisConduct follow-up training sessions to measure training effectivenessCollaborate 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 reviewPartake during client visitsSupport processes in migration phaseSteps up for the process in the absence of the Assistant Manager 

 

 Performance parameters 

Excellent classroom management and training effectivenessQuality and precision of reports, deliverables and productionAdherence to attendance and scheduleDevelop and implement effective system in cascading process updatesInitiate proposal for process improvementAssess, evaluate and analyze training needs through follow-up sessionsStrict compliance to client and organizational rules and directivesClients/customer relations at a professional level to guarantee client satisfaction

 Primary Internal Interactions

 

Trainees, to evaluate training effectiveness, coaching and assessing work readiness Team/s of Nurse Associates, to train, coach, conduct up-skilling or cross-skilling and assessing work readinessQuality team, to calibrate process, clarifying audits, identify challenges and top drivers, and cooperate with the process improvementSupervisor, to report performance, seek assistance and support for any training concerns, monthly evaluation of performance, develop training modules, and update of training curriculumLead Assistant Managers and leaders, to identify training needs and follow-up

 Primary External Interactions

Vendors, for reports, updates and presentation of business review

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