Assistant Manager-Product Development-Product Development

Job Description: Performance 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

1. Primary Internal Interaction

A. Reports to:

o Lead Assistant Managers, for the purpose of identifying training needs and follow-up

B. Supervises:

o Process Trainers, for the purpose of training, up-skilling, coaching and assessing work readiness

o Trainees, for the purpose of evaluating training effectiveness

C. Collaborates with:

o Enabling Function Staff (HR Personnel, IBMS Staff, IT Resource, Clinic Staff)

o MIS and WFM, to monitor schedule, productivity and attendance

o 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 curriculum

o Quality team, for the purpose of collaborating, identifying top drivers, clarifying audits and updating process management

1. Primary External Interaction

A. Stateside Counterparts

B. Product Customer (Providers, Members, Vendors)

Responsibilities: People Management

• Encourages best practice sharing and collaboration to optimize team processes and constantly keeps the business and client/internal customer at the forefront

• 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

• Ensure compliance to client and organizational policies and procedures

2) Process Training Improvement

• Thinks of ways to enhance the Client's business

• 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

• Training need analysis, researching, designing and developing content such as module outlines, presentations, trainer's guide, participant's guides and other training material

• 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

3) Customer Satisfaction

• 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

4) Other Functions

• Partake during client visits

• Steps up for the process in the absence of the Lead Assistant Manager

Qualifications: 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 (