Senior Executive-Training-Clinical Training

DescriptionPosition Overview  The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in transferring process knowledge and its related skills essential to accomplish tasks needed for production. It is also responsible for developing and improving the process-specific curriculum, conducting training needs analysis, creating content to meet the client-set updates, organizing cross- and up-skill training, and reporting to process owners.ResponsibilitiesEssential FunctionsClassroom Management  Conducts new hire interview and provide feedback to operationsConducts classroom process training/up-training/cross-skilling for new hires/tenured/transfer employees of the specific processProvides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e. Clinical Preprocess Training for USRN trainers)Monitors attendance during the entire process trainingFormulates effective exercises or assessments for essential learning improvementsMonitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvementContinuously plans and organizes the training course and design as suited to the needs of the processEnsure compliance to client and organizational policies and proceduresReports directly to the client the update of the training class or process clarificationDeliberate new hires that needs support and coachingMonitor trainee's post-nesting performance for the first 3 months after being endorsed to operationsEstablish and define the structure of the learning contextConvey leadership to individuals and teams within scopeImplement and demonstrate efficient training methods  Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needsModules/Up-training/InitiativesDevelop and implement an effective system for process updates as and when required by the process/clientsUpdate Training curriculum on an ongoing basis  Design, update and/or prepare training/instructional materials, teaching aids and devices in accordance to client curriculumConduct team huddle and provide floor and online support for process updates  Assist in assessing and addressing developmental/training needs of employees across the process through Training Needs AnalysisConduct follow-up training sessions to measure training effectivenessCollaborate with the quality and operations for process improvementsIndividual Development (Production, QA Score)Contribute to production either through processing bills or cases, or taking inbound calls, in the absence of a training batch/requirementOther Functions:Create training dashboard and attend in weekly/monthly business reviewPartake during client visitsSupport processes in migration phaseSteps up for the process in the absence of the Assistant ManagerPerformance parameters  Excellent classroom management and training effectivenessQuality and precision of reports, deliverables and productionAdherence to attendance and scheduleDevelop and implement effective system in cascading process updatesInitiate proposal for process improvementAssess, evaluate and analyze training needs through follow-up sessionsStrict compliance to client and organizational rules and directivesClients/customer relations at a professional level to guarantee client satisfactionQualificationsTechnical Skills  Above average knowledge of MS Office applications (PowerPoint, Excel, Word) based on graded virtual simulationEssential knowledge in internet usage and efficient email handling based on graded virtual simulationBasic familiarity in use of projector, sound system and online-based trainingRequisite background in contact center administrationSystematic  scheduling and good estimation of training timelineCompetent Training and Data ManagementDetermines system utilization requirements and testing systems  Process Specific Skills  Domain expertiseDemonstration of profound familiarity and technical skill relevant to the process  Understanding and demonstrating the knowledge of end-to-end processes and appreciation of critical parametersContinuous update and development of training module and good estimation of training timelineHigh-quality knowledge on developing instructional modules and teaching aids in a simplified mannerAble to identify with and comprehend data and new informationPlanning and Organizing skills - ability to prioritize the tasks and deliver assigned task per deadlinesExecution of providing customer service  Soft Skills  Verbal and written communication skills of at least B2 in HLEAPAbove average presentation skillsSelf-disciplined and results orientedCoaching and mentoring skillsFlexibility and urgency to handle pressureAbility to discharge the responsibilities in a conflicting environmentProblem identification and analytical abilityAbility to multi task  Interpersonal SkillsCustomer Service FocusTeam Work and AdaptabilityAbility to work with cross-cultural staffListening and time management skillsManagement principles, human resources procedures, customer service and computer skillsEligibility Criteria:  Open to Process Executives and Senior Executives aligned to the ProcessAt least 12 months tenure in EXLAt least 12 months in the current roleRequired Licensure as specified by the processShould 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)Minimum of B2 HEAP CategoryMust have no issues on Attendance and Reliability (