Assistant Manager - Process Training

Job Description

Accountable for New Hire training, Nesting and Performance during a 30-60-90-day period.

Responsible for BAU regular day-to-day work.

Take directions from the training Manager and execute deliverables.

Design process training plans with input from clients.

Assess the effectiveness of training material to be deployed for the KT program including the SOPs, Tracking and provide detailed updates on the progress of training batches.

Conduct PKT and continuous follow with team to 100% adherence, Responsible for conducting Refreshers based on the QA error findings and critical parameters.

Frequent calibration with QAs & Training Need Assessment (TNA) for employees in BAU Operations.

Periodic follow up on BQ employees and providing training and refreshers for them to improve their Quality.

Conduct certification programs & other developmental workshops for auxiliary trainers.

Review and revise the standard operating procedures periodically or as agreed with the client.

Ensure adherence to the training governance mechanism as outlined in Training Standard Document (TSD). Preparing, publishing and maintaining various training reports and dashboards.

To be able to identify EWS (Early Warning Signals), provide feedback, create a coaching environment.

Key Accountability

• Training Performance:

End to end responsibility of training deliverables like throughput, certification, early production performance, etc. Conduct interventions during the process of training and nesting.

• Reporting: Ensure all training reports including internal stakeholders and clients should be shared on time accurately
• Content Creation: Should be able to conduct TNI (Training Need Identification) and make changes in Process / pre-process training plan accordingly
• Knowledge Management: Ensure floor agents go through timely monthly check, floor refreshers, etc.
• Stakeholder Management:

Should be able to manage internal communication with peers, stakeholders and clients

• Coordination: Conduct interventions during process training and nesting
• TNI Refreshers: Identify agent strengths to identify areas of improvement and provide concrete work plan for improvement. Create intervention plan basis TNI including RCA, one to one coaching, briefing, classroom sessions, and on floor activities• Hiring: Hiring candidates as per client and process requirement on all communication parameters

Qualifications and Skillset required:Qualification: Graduate in any streamExcellent written and verbal communications in EnglishShould be willing to work in 24*7 environment, (5 days)Strong Time Management Skills and Proficiency in MS office Work Experience: Insurance Experience: +3 YearsP&C Insurance experience Certification/ Domain Certification (If Applicable): Certifications will be an added advantage.Training Experience: Should have a sound understanding of the training function and should have spent +2 years in the training department