Basic Function
This role is primarily responsible for designing and delivering high performing learning solutions which is aligned with the business needs and client expectations. The job focuses in monitoring and reviewing the overall capability of the team in operational planning and process management. The job also includes curriculum and content development, module designing, evaluating training feedback, and providing recommendations to further enhance the effectiveness of trainings. The primary interactions would include assessing, training, and mentoring leadership with periodic reporting to stakeholders.
He or she will also have oversight of the NCLEX program and USRN license renewal, clinical continuing education, local license renewal management, and US healthcare management system deployment.
Essential Functions
- Identifying the gaps between the desired state and the current state of knowledge and developing customized training curriculum that is scalable and provides EXL a competitive edge
- Work with stakeholders to create capability building strategy based on skills identified as necessary to achieve overall organization goal
- Design and deliver clinical related programs that focus on employees at different stages and offer blend learning solution
- Develop a plan for equipping employees in effective overall healthcare management.
- 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
- Participate during client visits (presentation of capability building programs)
- End to end training management
Performance parameters
- Quality and accuracy of deliverables.
- Efficiency and effectiveness (result-orientation).
- Training delivery.
- Adherence to internal standards.
- Interaction with the clients/ customer at an appropriate level to ensure high levels of client satisfaction.
- Employee satisfaction, people development and morale.
- Good performance on any other function that may occur from time to time or as directed by the Supervisor.
- Builds and maintains atmosphere where coaching, counseling, and feedback are considered essential for better performance.
- Risk recognition, assessment, analyses, management and mitigation.
- Robust understanding of BPO and client processes while suggesting an optimum solution for the client.
- Demonstration of in-depth knowledge and application of various methodologies in relevant situations or phases.
Primary Internal Interactions
- Employees, for the purpose of designing and developing training modules.
- Business managers and leaders, for the purpose of identifying the training needs and follow up.
- Team, for the purpose of up-skilling and certification of trainers.
- Supervisor, for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support, settling issues left unresolved, monthly evaluation of performance, updating training curriculum, trainer certification and for ongoing audits and feedback.
Primary External Interactions
- Clients, for the purpose of seeking feedback and incorporating the same into training modules, as and when needed
- Institute partners of capability development team for identifying the right program or seeking guidance
- Vendors, for any material/ service availed
Technical Skills
- Above average knowledge of MS Office applications like – PowerPoint, MS Word and MS Excel
- Internet usage and email access
- NCLEX processing and licensing
- Local RN Licensing
- Nursing education
- Project management
Process Specific Skills
- Training module development
- Ability to present the information in simple and easy to understand manner
- Ability to understand and comprehend quickly about unfamiliar industry
- Prioritizing customer needs
- Strong customer service focus
Soft Skills (Minimum)
- Above average verbal and written communication skills
- Above average presentation skills
- Flexibility and urgency to handle pressure
- Team work/ Self-sufficiency / Adaptability
- Self-disciplined and results oriented
- Data gathering ability/ Keen eye for detail
- Analytical skills
- Operational planning and process management
- Ability to multi task
- Ability to approach problems logically
- Interpersonal Skills
- Customer Service Focus
- Coaching and mentoring skills
Soft skills (Desired)
- Project management
- Problem-solving skills using Six Sigma, COPC, and or similar methodology
- Financial management
- EXL basic measurement: PEI, MEI, and the likes
Work Experience Requirements
- Total work experience should be a minimum of 5 years in the contact center operations and training combined
