Senior Manager - Training

Job Description

Position

Sr. / Chief Manager - Training

Incumbent

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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