logo

JobNob

Your Career. Our Passion.

Senior Manager - Training


Max Financial Services


Location

Gurgaon | India


Job description

About Max Life Insurance:

Max Life Insurance Company Limited is a Joint Venture between Max Financial Services Limited and Axis Bank Limited. Max Financial Services Ltd. is a part of the Max Group, an Indian multi business corporation.

Max Life offers comprehensive protection and long-term savings life insurance solutions, through its multichannel distribution including agency and third party distribution partners. Max Life has built its

operations over almost two decades through need-based sales process, a customer-centric approach to engagement and service delivery and trained human capital.

As per public disclosures, during the financial year 2019-20, Max Life achieved gross written premium of Rs. 16,184 crore. As on 31st March 2020, the Company had Rs. 68,471 crore of assets under management (AUM) and a Sum Assured in Force of Rs. 913,660 crore.

For more information, please visit the Company's website a t

We Stand for:

Caring

A compassionate leader who demonstrates appreciation for diversity in thoughts and approach towards people as well initiatives, eliminates biases to promote meritocracy. A coach who inspires people to excel and sets a culture of high performance.

Collaboration

A boundary-less leader who is capable of identifying & leveraging expertise of team members for superlative outcomes, thus, delivers to the organization's ask. A leader who addresses challenges with a solution oriented approach to create 'win-win' partnerships within & outside teams through inspired cooperation and teamwork.

Customer Obession

A leader who embodies Customer and keeps him at the core of all deliverables. Proactively anticipate customer needs and implement strategies to provide best in class customer experience.

Growth Mindset

An ambitious leader who can sponsor game changing ideas and rally the team to turn them into a reality. A leader who challenges the status quo, takes bold & creative actions to manage complex issues & achieve high impact goals by pushing self and others and raise the bar on performance.

People Leadership

A people's leader who inspires their teams to stretch themselves and achieve their true potential. A leader who create leaders by coaching, empowering & motivating them to deliver superior business outcomes.


'Max Life Insurance is an Equal Opportunity Employer and promotes inclusion and diversity.'

Job Description

Position

Sr. / Chief Manager - Training

Incumbent

----

Department

Operations

Function

Operations - Training

Reporting to

AVP- Training (Operations)

Band

4A/4B

Location

Gurugram - HO

Team size (D/I)

2-4

JOB SUMMARY

  • Conduct Training need analysis of various functions within Home office
  • Develop & enhance core competence of Home Office staff focused towards Customer Centricity
  • Work with subject matter expert and liaison with content expert for effective pedagogy / approach
  • Ensure effectiveness of the training programs through post workshop quality check
  • Design program content and ensure delivery of min. training hours
  • Gather industry best practices of industry and incorporate for in-house strategy.
  • Develop the Contact center training strategy
  • Anchor the New employee Onboarding program for adherence and rigor
  • Replicating best practices & programs to the numerous outsourced Business Partners through the TTT model

KEY RESPONSIBILITIES

  • Assist in conducting training need analysis and identify Training gaps
  • Design & Prepare training curriculum for New & existing employees
  • Coordinate with Managers, Function heads to keep up-to-date with the business
  • Handle the Operations Training Query management and be responsible for reply

to queries and maintaining the Dashboard.

  • Develop & enhance core competence of Home Office staff focused towards Customer Centricity & customer Satisfaction scores
    • Positively influence the NPS scores
    • Initiate role based certification for HO
  • Conduct training programs
    • Induction of New Joiners
    • Functional Trainings
    • System Trainings
    • Anchor On-job-training
    • Behavioral Programs
  • Drive training effectiveness of program through
    • Participant Feedback
    • Knowledge test / Assessments
    • Business Metrics movement
    • Gather insights / quality analysis and to refresh training
  • Business Partner trainings : Act as mentor for trainers of other business partner vendor trainers
    • Conduct TTT & replicate & Drive best practices to ensure standardization and quality of programs
  • Create Process Manuals, Intranet Sites for quality learning and constantly update
  • Generate & publish MIS at the desired frequency
  • Timely delivery of Ops Training material for HO
  • Champion the digital effort of the department by driving e-Learning modules /EDMs / Videos for the department on Workplace and other intranet sites
  • Handle all logistics and administration matters

Measures of Success

  • Training Programs conducted against plans
  • Timeliness of delivery
  • Coverage % across HO against target
  • Business metrics as agreed : NPS & Quality Scores
  • Quality metrice achievement
    • Feedback scores,
    • Assessment uptake / pass %
    • Supervisor feedback
  • Accuracy and timeliness of MIS
  • Query management System TAT and Quality

Key Relationships (Internal /External)

  • Regular connect with stakeholders at HO and BPs leaders
  • Collaborate within teams / departments heads for interdependencies

Key competencies/skills required

  • Facilitative method of program delivery
  • In depth Insurance knowledge & Operations functioning
  • Ability to navigate through ambiguous scenarios
  • Project Mgt & speed of execution
  • Good Communication Skills
  • Engage with stakeholders
  • Skilled at analyzing & interpreting data

Desired qualification and experience

  • Graduate in any discipline
  • At least 8-12 years of experience in Training, Operations, Customer experience
  • Functional experience in content creation
  • Master trainers certified ( TTT) with excellent facilitation skills

Org Chart

Training Head

(AVP)

HO

Training

Lead

(Sr/ CM)

Banca / Axis

Training Head

(CM)

Digital Content expert

2-3 Team members

1 team member


Job tags



Salary

All rights reserved