Assistant Manager-Product Development-Product Development

Job Description: Performance 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 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 managementPrimary External InteractionA. Stateside CounterpartsB. Product Customer (Providers, Members, Vendors)Responsibilities: 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/ businessesProvide coaching and feedback to team members. Identifies development areas and helps the individuals and the team to improve their performance and enhance their potentialProactively 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 improvementEnsure compliance to client and organizational policies and procedures2) 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 devicesUpdate Training curriculum on an ongoing basisConduct training follow up sessions and measuring effectiveness of trainingWork 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 customers3) Customer 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 escalations4) Other FunctionsPartake during client visitsSteps up for the process in the absence of the Lead Assistant ManagerQualifications: Eligibility 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 (