Lead Assistant Manager-Training-Process Training

DescriptionThe primary responsibility of this role is to work with the team of assistant managers to oversee the quality of deliverables, manage team relationships, and assessing developmental/training needs of employees and process. The Lead Assistant Manager is always focused on achieving the organization's goals with effective delivery of its core competencies. ResponsibilitiesEssential Functions:  Operations/Client Management  Identifies the gaps between the desired state and the current state of knowledge and work with different departments in developing customized training curriculum that is scalable and provides the company a competitive edge  Articulates performance expectations and team objectives while collecting and interpreting balanced measure to evaluate individual staff 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 a team  Provides guidance, direction, and training to instructional designers, trainers and assistant managers  Analyze the situation, understand, set and manage the expectations from the client and the business  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 escalations  Ensure compliance to client and organizational policies and procedures  Thinks of ways to enhance the client's business  Process Training Improvement Training need analysis, researching, designing and developing content such as module outlines, presentations, trainer's guide, participant's guides and other training material  End to end management of training programs  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  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 customers  People Management  Establishes an environment and work style that promotes the concept of teamwork, cross product integration, and continuum of care thinking that results in strong performance  Creates a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed  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   Other Functions  Partake during client visits  Monitor compliance and partake in audit presentations   Steps up for the process in the absence of the Manager QualificationsPerformance 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 schedule  Organizational Relationships  Primary Internal Interaction   Reports to:  Managers and AVPs, for the purpose of identifying training needs, follow-up, and overall training process improvement that are geared towards more effective facilitation, output, and assessment  Supervises:  Assistant Managers, for the purpose of quality of deliverables, compliance, team development, and operations management  Process Trainers, for the purpose of evaluating training effectiveness, up-skilling, coaching, and assessing work readiness  Collaborates with: o Enabling Function Staff (HR Personnel, IBMS Staff, IT Resource, Clinic Staff, Commercial, Finance, Compliance)  o MIS and WFM, to monitor schedule, productivity, attendance, allowances, and incentives  o Supervisors/Managers/AVPs, 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 curriculum  o Quality team, for the purpose of collaborating, identifying top drivers, clarifying audit escalations, and updating process management  Migrations team, for the purpose of enabling transparency and openness in communication at each step of the transition and execute transition of processes through meeting effective training delivery  Primary External Interaction Stateside Counterparts and PMOs  Product Customer (Providers, Members, Vendors)  Technical Skills   Superior knowledge of MS Office applications (PowerPoint, Excel, Word)  Essential knowledge in internet usage and efficient email handling  Basic familiarity in use of projector and web-based training  Requisite background in contact center administration  Systematic  scheduling and good estimation of training timeline  Competent Training Management  Determines system utilization requirements and testing systems   Soft Skills   Excellent verbal and written communication skills  Excellent presentation skills  Self disciplined and results oriented  Coaching and mentoring skills  Flexibility and urgency to handle pressure  Analytical skills  Ability to multi task   Interpersonal Skills  Customer Service/Client Focus  Team Work and Adaptability  Listening and time management skills  Management principles, human resources procedures, customer service, and computer skills  Eligibility 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 (