PHRN Lead Assistant Manager – Clinical Process Training

Position Overview

The primary responsibility of this role is to work with the team of Assistant Managers to oversee the quality of deliverables, manage team relationships, and assess the developmental/training needs of employees and processes. The Lead Assistant Manager is always focused on achieving the organization's goals through effective delivery of its core competencies.

Essential Functions

1) Operations/Client Management

• Identifies the gaps between the desired state and the current state of knowledge, and works with different departments in developing customized training curricula that are scalable and provide the company with a competitive edge.
• Articulates performance expectations and team objectives while collecting and interpreting balanced measures to evaluate individual and team performance.
• Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high-performing teams.
• Selects staff using clearly defined requirements in terms of education, experience, technical, and performance skills.
• Leads change efforts while managing transitions within the team.
• Provides guidance, direction, and training to Instructional Designers, Trainers, and Assistant Managers.
• Analyzes situations, understands, sets, and manages expectations from the client and the business.
• Develops and manages relationships with key stakeholders and aligns their efforts toward common business objectives.
• Understands and anticipates client business needs, concerns, and issues, and monitors progress to achieve results.
• Creates an internal environment where the client is the focus of the business through appropriate communication, recognition, and rewards.
• Handles client feedback and escalations.
• Ensures compliance with client and organizational policies and procedures.
• Thinks of ways to enhance the client's business.

2) Process Training Improvement

• Conducts training needs analysis, research, design, and content development such as module outlines, presentations, trainer's guides, participant's guides, and other materials.
• Manages end-to-end training programs.
• Assists in assessing and addressing the developmental/training needs of employees across the process.
• Develops and implements effective systems for process updates as required by the client or process.
• Designs and/or enhances instructional materials, teaching aids, and devices.
• Updates training curriculum on an ongoing basis.
• Conducts training follow-up sessions and measures training effectiveness.
• Works with stakeholders to create capability-building strategies based on identified communication-related skill needs.
• Designs training aids like activities, role plays, and case studies to make sessions lively and interactive.
• Ensures that content quality is maintained according to internal standards and assigned targets.
• Identifies appropriate methodologies for training implementation.
• Trains and certifies trainers on training modules.
• Prepares PowerPoint presentations and other materials and participates in client/internal presentations.

3) People Management

• Establishes a work environment that promotes teamwork, cross-product integration, and a continuum of care mindset.
• Creates a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance when needed.
• Encourages and demonstrates respect for diversity and individual contributions.
• Provides coaching and feedback to team members; identifies development areas and supports improvement.
• Proactively shares information, progress, and credit to reinforce teamwork.
• Balances individual and team performance.
• Demonstrates strong interest in retention management and employee engagement, creating improvement strategies as needed.

4) Other Functions

• Participates during client visits.
• Monitors compliance and joins audit presentations.
• Steps up for the process in the absence of the Manager.

Performance Parameters

• Excellent classroom management and training effectiveness.
• Timely compliance and proper documentation of coaching and feedback forms.
• Effective assessment and follow-up on training needs.
• Strict compliance with client and organizational rules.
• Professional maintenance of customer relations to ensure client satisfaction.
• Anticipates potential problems and applies corrective actions.
• Strong understanding of end-to-end processes and key parameters.
• Adherence to attendance and schedule.

Organizational Relationships

1. Primary Internal Interaction

A. Reports to:

• Managers and AVPs for identifying training needs, follow-ups, and overall process improvement.

B. Supervises:

• Assistant Managers for quality deliverables, compliance, team development, and operations management.
• Process Trainers for evaluating training effectiveness, upskilling, and readiness assessments.

C. Collaborates with:

• Enabling Functions (HR, IBMS, IT, Clinic, Commercial, Finance, Compliance).
• MIS and WFM for monitoring schedules, productivity, attendance, allowances, and incentives.
• Supervisors/Managers/AVPs for reporting performance and developing modules.
• Quality Team for identifying top drivers and process updates.
• Migrations Team for communication transparency and effective transition execution.

2. Primary External Interaction

• Stateside Counterparts and PMOs.
• Product Customers (Providers, Members, Vendors).

Technical Skills

• Superior knowledge of MS Office (PowerPoint, Excel, Word).
• Proficiency in internet usage and email handling.
• Basic familiarity with projectors and web-based training.
• Experience in contact center administration.
• Strong training management and scheduling skills.
• System utilization knowledge and testing experience.

Soft Skills

• Excellent verbal and written communication skills.
• Strong presentation and facilitation abilities.
• Coaching and mentoring proficiency.
• Flexibility and resilience under pressure.
• Analytical thinking and multitasking ability.
• Strong interpersonal and customer service orientation.
• Effective time management and leadership.

Eligibility Criteria

• At least 12 months tenure in EXL.
• At least 12 months in the current role.
• No PDP within 6 months from date of NOD.
• No PIP received in the past 12 months.
• Minimum 4.0 rating in the last 6 months (Goal and Competency).
• Absenteeism rate below 5% over the last 6 months.
• Preferably with prior experience in training, nursing academe, or as a Process Training AM.
• Positive feedback from leadership teams.
• Communication Skills Requirement: B2–C1 (HLEAP).

Core Competencies

Client Focus

• Understands and anticipates client needs and monitors progress.
• Benchmarks best practices and drives excellence.
• Represents and advocates for client interests internally.
• Builds rapport and influences client decision-making.
• Promotes a client-centric culture through communication and recognition.
• Participates in client visits and identifies ways to enhance the client's business.

Collaboration and Teamwork

• Promotes a solutions mindset and shared objectives.
• Encourages best practice sharing and collaboration.
• Demonstrates openness to feedback and manages diversity effectively.
• Resolves conflicts proactively.
• Shares information and credit to reinforce teamwork.

People Management

• Develops a strong talent pipeline and succession plans.
• Sets challenging performance standards and reviews fairly.
• Coaches and mentors team members to enhance potential.
• Recognizes and rewards performance.
• Engages in talent acquisition and retention management.
• Promotes work-life balance and team motivation.

Superior Implementation

• Takes ownership and accountability for results.
• Anticipates issues and implements corrective measures.
• Balances multiple priorities effectively.
• Demonstrates urgency, initiative, and persistence in achieving goals.

Analytical Skills

• Interprets and analyzes data for decision-making.
• Evaluates multiple options and identifies optimal solutions.
• Learns from others' experiences and recognizes credible information sources.

Feedback

• Maintains an environment of open coaching and feedback.
• Focuses on behavior, not personality.
• Provides constructive and actionable feedback.
• Encourages openness and follow-through for performance improvement.

Conformance with Policies/Compliances

• Maintains knowledge of all applicable policies, contracts, and regulations.
• Implements and monitors compliance systems.
• Stays updated on legal and policy changes impacting operations.

Communication

• Delivers clear, impactful presentations.
• Communicates the company's vision and goals with enthusiasm.
• Practices active listening and adapts messaging to the audience.
• Writes clearly and avoids unnecessary jargon.

Operations Management

• Demonstrates deep understanding of KPIs.
• Manages SLAs through effective planning and forecasting.
• Anticipates issues and applies quality improvement techniques.
• Converts reports into meaningful insights and action plans.