USRN Process Trainer

I. Classroom Management

o Conducts new hire interview and provide feedback to operations

o Conducts classroom process training/up-training/cross-skilling for new hires/tenured/transfer employees of the specific process

o Provides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e. Clinical Preprocess Training for USRN trainers)

o Monitors attendance during the entire process training o Formulates effective exercises or assessments for essential learning improvements

o Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement

o Continuously plans and organizes the training course and design as suited to the needs of the process

o Ensure compliance to client and organizational policies and procedures o Reports directly to the client the update of the training class or process clarification

o Deliberate new hires that needs support and coaching

o Monitor trainee's post-nesting performance for the first 3 months after being endorsed to operations

o Establish and define the structure of the learning context

o Convey leadership to individuals and teams within scope

o Implement and demonstrate efficient training methods

o Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs

II. Modules/Up-training/Initiatives

o Develop and implement an effective system for process updates as and when required by the process/clients

o Update Training curriculum on an ongoing basis with the help of Content Development Team

o Conduct team huddle and provide floor and online support for process updates

o Assist in assessing and addressing developmental/training needs of employees across the process through Training Needs Analysis

o Conduct follow-up training sessions to measure training effectiveness

o Collaborate with the quality and operations for process improvements III. Individual Development (Production, QA Score)

o Contribute to production either through processing bills or cases, or taking inbound calls, in the absence of a training batch/requirement

IV. Other Functions:

o Create training dashboard and attend in weekly/monthly business review

o Partake during client visits o Support processes in migration phase

o Steps up for the process in the absence of the Assistant Manager Performance parameters

o Excellent classroom management and training effectiveness

o Quality and precision of reports, deliverables and production

o Adherence to attendance and schedule

o Develop and implement effective system in cascading process updates

o Initiate proposal for process improvement

o Assess, evaluate and analyze training needs through follow-up sessions

o Strict compliance to client and organizational rules and directives

o Clients/customer relations at a professional level to guarantee client satisfaction

Other Functions:

o Create training dashboard and attend in weekly/monthly business review

o Partake during client visits

o Support processes in migration phase

o Steps up for the process in the absence of the Assistant Manager

Performance parameters

o Excellent classroom management and training effectiveness

o Quality and precision of reports, deliverables and production

o Adherence to attendance and schedule

o Develop and implement effective system in cascading process updates

o Initiate proposal for process improvement

o Assess, evaluate and analyze training needs through follow-up sessions

o Strict compliance to client and organizational rules and directives

o Clients/customer relations at a professional level to guarantee client satisfaction

Primary Internal Interactions

o Trainees, to evaluate training effectiveness, coaching and assessing work readiness

o Team/s of Nurse Associates, to train, coach, conduct up-skilling or cross-skilling and assessing work readiness

o Quality team, to calibrate process, clarifying audits, identify challenges and top drivers, and cooperate with the process improvement

o Supervisor, to report performance, seek assistance and support for any training concerns, monthly evaluation of performance, develop training modules, and update of training curriculum

o Lead Assistant Managers and leaders, to identify training needs and follow-up

Primary External Interactions

o Vendors, for reports, updates and presentation of business review

Organizational Relationships

Reports To: Assistant Manager, Process Training

Supervises: Executives/ Sr. Executives

Skills

Technical Skills

o Above average knowledge of MS Office applications (PowerPoint, Excel, Word) based on graded virtual simulation

o Essential knowledge in internet usage and efficient email handling based on graded virtual simulation

o Basic familiarity in use of projector, sound system and online-based training

o Requisite background in contact center administration

o Systematic scheduling and good estimation of training timeline

o Competent Training and Data Management

o Determines system utilization requirements and testing systems

Process Specific Skills

o Domain expertise

o Demonstration of profound familiarity and technical skill relevant to the process

o Understanding and demonstrating the knowledge of end-to-end processes and appreciation of critical parameters

o Continuous update and development of training module and good estimation of training timeline

o High-quality knowledge on developing instructional modules and teaching aids in a simplified manner

o Able to identify with and comprehend data and new information

o Planning and Organizing skills - ability to prioritize the tasks and deliver assigned task per deadlines

o Execution of providing customer service

Soft Skills

o Verbal and written communication skills of at least B2 in HLEAP

o Above average presentation skills

o Self-disciplined and results oriented

o Coaching and mentoring skills

o Flexibility and urgency to handle pressure

o Ability to discharge the responsibilities in a conflicting environment

o Problem identification and analytical ability

o Ability to multitask

o Interpersonal Skills

o Customer Service Focus

o Teamwork and Adaptability

o Ability to work with cross-cultural staff

o Listening and time management skills

o Management principles, human resources procedures, customer service and computer skills