Job Title

Reporting to: Director / Senior DirectorLocation: Bangalore (Surya Wave)Working Hours/ Days: 9 Hours / 5 Days a WeekShift: Night Shift (4:30 PM – 1:30 AM) 9hr shift(There can be fortnightly/ monthly call between 06:30am-2pm IST)Team Size: People managementYears Of Experience: Extensive experience in US Healthcare/BPO with Ideal candidature would be minimum 12+ years’ experience in U.S Healthcare BPO Process TrainingCompany URL: Desired Skills and QualificationObjectives and Responsibilities:The resource would be part of a dynamic team, which will be working with the other members of the Training, Operations, and the Quality teams to manage conduct of new hire training, while also being responsible for the quality performance of the newly trained resources by planning and executing various interventions during the on-the-job training phase. An approximate list of responsibilities is appended below (but not limited to):Overseeing & Managing the Training budget along with the Training ROIManaging Training Operations & collaborating with Operations.Driving key initiatives & continuous improvements across the identified LOBs Making sure the Training VOE & Stakeholder feedback are taken care offDeveloping the Team members for future growthManaging attrition and ensuring the batch throughput is as per the business targets and maintain healthy first pass yield (as per defined targets)Managing batch productivity & batch quality till the 90 days post classroom trainingEstablishing and leading a review cadence, create performance benchmarks to measure and report to managementManaging & working with clients, internal teams to drive Content Change management, Effectiveness and AvailabilityIdentifying and managing stakeholders by establishing requirements, performance reviews, collating feedback and drafting improvement plans where necessaryInvesting a substantial amount of time into self & team/ people development, by way of upskilling, cross skilling, and formalized individual development plansInitiating or being a part of major improvement initiatives towards betterment of training practices, measurement, and overall process improvementLeading a team of trainers & master trainers towards achieving laid down team goals & objectivesResponsible for driving constant content review, analysis, and improvements where necessaryImplementing cost control through optimization of resources such as trainer availability, batch handover timelines, return on investment etc.Leading PeopleInspirational Leadership Lead from the front as the SME of the FunctionDesign & Drive People Metrics Promoting Diversity & Inclusion as per Organisational CultureMentoring & Coaching Operational & Leadership valuesImprove employee retention and enhance employee engagement. Succession Planning Qualifications & Mandatory Skills :Graduation / Postgraduate / with any Training CertificationsDisplays High Level of Communication SkillsExtensive experience in US Healthcare/BPO with Ideal candidature would be minimum 10+ years’ experience in U.S Healthcare BPO Process Training. The resource would be part of a dynamic team which will be working with the other members of the Training, Operations, and the Quality teams to manage conduct of new hire training, while also being responsible for the quality performance of the newly trained resources by planning and executing various interventions during the on-the-job training phaseThorough understanding of US health care (ERISA/HIPAA/State Mandates) – Not MandatorySound knowledge of training delivery and facilitation including in virtual environments, developing learning assets using multiple delivery options and media. Proven participation on Training Improvements Projects.Demonstrate research and analytical skills in evaluating effectiveness and effort of learning Programs.Awareness of ISO, ISMS & other Compliance and Audit ParametersAstute understanding of MS Office ToolsDisplays a High Level of Integrity and MaturityDisplays high level of People Management practicesAdditional Good to Have Skills: Eye for detailFacilitation skills (Group & Individual)Exceptional communication skillsFeedback & coaching SkillsDeep understanding of operational metrics & targetsExperience of continuous process improvements would be an added advantageShould be adept at planning & organizationHave thorough knowledge and understanding of global training practices and methodologiesStrong people management skills and being result orientedDesired eligibility criteria:Needs Assessment Assistant General Manager Training must possess good analytical and planning skills to assess training needs and develop programs to meet those needs. They meet Operations managers and supervisors to assess the training needs of individual departments. They must also evaluate the competency levels of individual trainees so that they can work with employees with different knowledge and skill levels.Training DeliveryAssistant General Manager Training must have excellent presentation skills to present training programs (when necessary)They must have comprehensive knowledge of the topic they are discussing so that they can communicate the correct information and handle any questions from traineesShe/ He must have good interpersonal and observational skills so that they can assess trainees’ understanding and progress, and make any necessary adjustments to the programAdministrationThe General Manager Training must have the administrative skills to manage training programs and exceptional people management skills. They should be able to evaluate the outcomes of training sessions and maintain records of trainees’ progress and achievements.They must also monitor training costs against budgets and ensure they make the most efficient use of company resources.Content Evaluation and DesignAbility to evaluate and maintain the recency of all training materials, learning tools & simulationsEnsuring that the content for training new hires is current and consistent with the needs and the purpose of the business. Measure of content effectiveness to be gauged by a combination of parameters:Certification Pass%On the Job Training Pass % On floor defects of new hires on account of knowledge ambiguity (gauged through quality interventions)Improving Ramp phase performanceEnsuring that the learning content on the LMS is readily available based on the day wise curriculum/ agenda for the ongoing batches. Reporting inadequacies on a timely manner to immediate supervisor Operational responsibilitiesAssociate Director Training to drive for the batches to be handed over to operations as per the go-live plan with 100% certificationWork closely with quality & operations to conduct refreshers and upskill training as per requirementHave a keen eye in order to be able to amend the process documents with relevant updates and ensure that the same is cascaded to the team (if need arises)Should coach and mentor the team on the floor to bridge knowledge gapsResponsible for conducting regular knowledge check through assessments and provide POAShould be thorough on organization policies and procedure, especially concerning performance improvement & people handling