Assistant Manager

Job DescriptionThe primary responsibility of this role is to oversee the process training needs and ensure that transferring of process knowledge, job concept, and honing skills are delivered effectively through continuous monitoring and improving the process trainers' skills. It also works with the team of assistant managers to oversee the quality of deliverables, manage team relationships, and assessing developmental/training needs of employees and process.ResponsibilitiesEssential Functions:People ManagementEncourages best practice sharing and collaboration to optimize team processes and constantly keeps the business and client/internal customer at the forefrontEncourages & demonstrates respect for others and what they bring to the tableEffectively 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 teamCreates a healthy balance between individual performance and team performanceDemonstrates 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 procedures Process Training ImprovementThinks of ways to enhance the Client's businessAssist in assessing and addressing developmental/training needs of employees across the processDevelop & implement an effective system for process updates as and when required by the process/clientsDesign and/or enhance training/instructional materials, teaching aids and devices Update Training curriculum on an ongoing basisConduct 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 goalTraining need analysis, researching, designing and developing content such as module outlines, presentations, trainer's guide, participant's guides and other training materialDesigning training aids like activities, role plays, case studies, etc. in order to make the training session more lively and interactiveEnsuring that the quality of content is maintained as per the targets assigned and should be in accordance with internal standardsIdentification of appropriate methodology for the implementation of trainingTraining and certification of trainers on the training modulesBuilding PPTs and other material and participate in presentation to the client/ internal customersCustomer SatisfactionDevelops and manages relationships with key stakeholders and aligns their efforts towards common business objectivesUnderstands & anticipates client's business needs concerns & issues, and monitors progress to achieve resultsCreates an internal environment where client is the focus of the business through appropriate communication, recognition and rewardsHandle client feedback and escalationsOther FunctionsPartake during client visitsSteps up for the process in the absence of the Lead Assistant ManagerPerformance parameters:Excellent classroom management and training effectivenessTimely compliance and proper documentation of coaching and feedback formsAssess, evaluate and analyze training needs through follow-up sessionsStrict compliance to client and organizational rules and directivesMaintain customer relations at a professional level to guarantee client satisfaction ratingDemonstrates ability to anticipate potential problems and take appropriate corrective actionsUnderstanding of end-to-end processes and appreciation of critical parametersAdherence to attendance and scheduleOrganizational RelationshipsPrimary Internal Interaction Reports to:Lead Assistant Managers, for the purpose of identifying training needs and follow-upSupervises:Process Trainers, for the purpose of training, up-skilling, coaching and assessing work readinessTrainees, for the purpose of evaluating training effectiveness Collaborates with:Enabling Function Staff (HR Personnel, IBMS Staff, IT Resource, Clinic Staff)MIS and WFM, to monitor schedule, productivity and attendanceSupervisors, 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 curriculumQuality team, for the purpose of collaborating, identifying top drivers, clarifying audits and updating process managementPrimary External InteractionStateside CounterpartsProduct Customer (Providers, Members, VendorsQualificationsTechnical Skills Superior knowledge of MS Office applications (PowerPoint, Excel, Word)Essential knowledge in internet usage and efficient email handlingBasic familiarity in use of projector and web-based trainingRequisite background in contact center administrationSystematic scheduling and good estimation of training timelineCompetent Training ManagementDetermines system utilization requirements and testing systems Process Specific Skills Demonstration of profound familiarity and technical skill relevant to the process Continuous update and development of training moduleHigh-quality knowledge on developing instructional modules and teaching aidsAble to present course information in a simplified mannerAble to identify with and comprehend data and new informationExecution of providing customer service Soft Skills Above average verbal and written communication skillsAbove average presentation skillsSelf disciplined and results orientedCoaching and mentoring skillsFlexibility and urgency to handle pressureAnalytical skillsAbility to multi task Interpersonal SkillsCustomer Service FocusTeam Work and AdaptabilityListening and time management skillsManagement principles, human resources procedures, customer service and computer skillsEligibility CriteriaAt least 12 months tenure in EXLAt least 12 months in the current roleShould not be on PDP within 6 months from date of NODShould have not received a PIP in the past 12 monthsMinimum of 4.0 rating in the last 6 months (Goal and Competency)Must have no issues on Attendance and Reliability (