Assistant Manager-Product Development-Product Development

DescriptionPerformance parameters:· Excellent classroom management and training effectiveness· Timely compliance and proper documentation of coaching and feedback forms· Assess, evaluate and analyze training needs through follow-up sessions· Strict compliance to client and organizational rules and directives· Maintain customer relations at a professional level to guarantee client satisfaction rating· Demonstrates ability to anticipate potential problems and take appropriate corrective actions· Understanding of end-to-end processes and appreciation of critical parameters· Adherence to attendance and scheduleOrganizational Relationships1. Primary Internal InteractionA. Reports to:o Lead Assistant Managers, for the purpose of identifying training needs and follow-upB. Supervises:o Process Trainers, for the purpose of training, up-skilling, coaching and assessing work readinesso Trainees, for the purpose of evaluating training effectivenessC. Collaborates with:o Enabling Function Staff (HR Personnel, IBMS Staff, IT Resource, Clinic Staff)o MIS and WFM, to monitor schedule, productivity and attendanceo Supervisors, for the purpose of reporting performance, seeking assistance and support for any training concerns, monthly evaluation of performance, developing training modules, and updating of training curriculumo Quality team, for the purpose of collaborating, identifying top drivers, clarifying audits and updating process management2. Primary External InteractionA. Stateside CounterpartsB. Product Customer (Providers, Members, Vendors)ResponsibilitiesPeople Management· Encourages best practice sharing and collaboration to optimize team processes and constantly keeps the business and client/internal customer at the forefront· Encourages & demonstrates respect for others and what they bring to the table· Effectively manages diversity within the team, demonstrates sensitivity and respect for differences in culture/ businesses· Provide coaching and feedback to team members. Identifies development areas and helps the individuals and the team to improve their performance and enhance their potential· Proactively shares information, progress and credit to constantly reinforce team work within the team· Creates a healthy balance between individual performance and team performance· Demonstrates a keen interest in retention management and employee engagement and proactively creates plans and strategies for improvement· Ensure compliance to client and organizational policies and procedures2) Process Training Improvement· Thinks of ways to enhance the Client's business· Assist in assessing and addressing developmental/training needs of employees across the process· Develop & implement an effective system for process updates as and when required by the process/clients· Design and/or enhance training/instructional materials, teaching aids and devices· Update Training curriculum on an ongoing basis· Conduct training follow up sessions and measuring effectiveness of training· Work with stakeholders to create capability building strategy based on communication-related skills identified as necessary to achieve overall organization goal· Training need analysis, researching, designing and developing content such as module outlines, presentations, trainer's guide, participant's guides and other training material· Designing training aids like activities, role plays, case studies, etc. in order to make the training session more lively and interactive· Ensuring that the quality of content is maintained as per the targets assigned and should be in accordance with internal standards· Identification of appropriate methodology for the implementation of training· Training and certification of trainers on the training modules· Building PPTs and other material and participate in presentation to the client/ internal customers3) Customer Satisfaction· Develops and manages relationships with key stakeholders and aligns their efforts towards common business objectives· Understands & anticipates client's business needs concerns & issues, and monitors progress to achieve results· Creates an internal environment where client is the focus of the business through appropriate communication, recognition and rewards· Handle client feedback and escalations4) Other Functions· Partake during client visits· Steps up for the process in the absence of the Lead Assistant ManagerQualificationsEligibility Criteria· At least 12 months tenure in EXL· At least 12 months in the current role· Should not be on PDP within 6 months from date of NOD· Should have not received a PIP in the past 12 months· Minimum of 4.0 rating in the last 6 months (Goal and Competency)· Must have no issues on Attendance and Reliability (