Assistant Vice President-Training-Process Training

Job Description: The primary role of the job is to manage process trainers aligned to the process as well as to advocate world-class customer experience to front-liners and support members of the account. The job focuses on coaching and mentoring CE and process trainers, facilitate coaching and training classes as needed, administer Training Needs Analysis, and come up with action plans to address knowledge gaps and demonstrate overall excellent call handling. The job also focuses on aligning and coordinating with support members and leadership, and on assisting the team with all training requirements.

• Responsibilities: Diligently and enthusiastically advocate the CE LEBRATIONS (Customer Experience) Program to all stakeholders of the account, as well as to the rest of EXL and its potential clients.
• CELEBRATIONS (Customer Experience) Program is comprised of:
  • Customer Experience New Hire Training
  • EXCEED Coaching program.
  • EXCEL Learning sessions
  • Tribal Welcome
  • The Pulse
  • Your Voice Matters (YVM) FGD sessions
  • Engagement activities
• Help the CE and Process Training SAVP oversee or coordinate the different CE and training requirements for the program and its projects in the assigned account/s.
• Monitor, coach and mentor CE and Process trainers to help develop their skills relevant to their tasks.
• Protects the confidentiality of client and adheres to company policies regarding confidentiality.
• Develop training materials, activities, and assessments.
• Facilitate training classes as needed.
• Help the SAVP gather, measure, and analyze data to gauge the effectiveness of the training program and its parts/projects on a regular basis.
• Conduct trainer interviews and strengthen bench resources through the Training Apprenticeship Program
• Protects the confidentiality of client and adheres to company policies regarding confidentiality.
• Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
• Ensure compliance with internal policies and procedures, external regulations, and information security standards.
• Leverage on VOC and data to understand the situation better; determine trends and/or root causes; make insightful analysis; and provide targeted and innovative recommendations.
• Facilitate governance meetings with operations and other stakeholders.
• Participate in business reviews, client meetings and RFP endeavors.
• Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
• Help the Team SAVP analyze, track and report effectiveness of CE and Process Training Program and projects.

• Work with SAVP in handling conflicts and escalations in the best manner possible.

• Qualifications: Excellent communication and organization skills

• Very good coaching and training skills
• Ability to communicate effectively to a variety of audiences.
• Ability to provide and support a vision and direction.
• Ability to implement projects with the highest degree of professionalism and ensure follow through and evaluation of their effectiveness.
• Ability to work with minimum supervision and in a continually challenging environment.
• Ability to analyze learning needs and assist in the development of customized modules and initiatives.
• Accepting a high degree of responsibility and accountability for others as well as for self
• Deep understanding, appreciation and demonstration of world-class customer service
• Understanding of end-to-end processes and appreciation of customer experience's impact on critical parameters
• Knowledge of MS Office – Excel, PowerPoint, Word