Assistant Manager - Brand Marketing-Training-Clinical Training
We are seeking a highly organized and detail-oriented Management Information Systems (MIS) Executive to join our team. The ideal candidate will play a crucial role in optimizing data management and information flow within the organization, ensuring accuracy, efficiency, and timely reporting.
Essential Functions:
People Management
Encourages best practice sharing and collaboration to optimize team processes and constantly keeps the business and client/internal customer at the forefront
Encourages & demonstrates respect for others and what they bring to the table
Effectively manages diversity within the team, demonstrates sensitivity and respect for differences in culture/ businesses
Provide coaching and feedback to team members. Identifies development areas and helps the individuals and the team to improve their performance and enhance their potential
Proactively shares information, progress and credit to constantly reinforce team work within the team
Creates a healthy balance between individual performance and team performance
Demonstrates a keen interest in retention management and employee engagement and proactively creates plans and strategies for improvement
Ensure compliance to client and organizational policies and procedures
Process Training Improvement
Thinks of ways to enhance the Client's business
Assist in assessing and addressing developmental/training needs of employees across the process
Develop & implement an effective system for process updates as and when required by the process/clients
Design and/or enhance training/instructional materials, teaching aids and devices
Update Training curriculum on an ongoing basis
Conduct training follow up sessions and measuring effectiveness of training
Work with stakeholders to create capability building strategy based on communication-related skills identified as necessary to achieve overall organization goal
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
Customer Satisfaction
Develops and manages relationships with key stakeholders and aligns their efforts towards common business objectives
Understands & anticipates client’s business needs concerns & issues, and monitors progress to achieve results
Creates an internal environment where client is the focus of the business through appropriate communication, recognition and rewards
Handle client feedback and escalations
Other Functions
Partake during client visits
Steps up for the process in the absence of the Lead Assistant Manager
Performance parameters:
Excellent classroom management and training effectiveness
Timely compliance and proper documentation of coaching and feedback forms
Assess, evaluate and analyze training needs through follow-up sessions
Strict compliance to client and organizational rules and directives
Maintain customer relations at a professional level to guarantee client satisfaction rating
Demonstrates ability to anticipate potential problems and take appropriate corrective actions
Understanding of end-to-end processes and appreciation of critical parameters
Adherence to attendance and schedule
Organizational Relationships
Primary Internal Interaction
Reports to:
Lead Assistant Managers, for the purpose of identifying training needs and follow-up
Supervises:
Process Trainers, for the purpose of training, up-skilling, coaching and assessing work readiness
Trainees, for the purpose of evaluating training effectiveness
Collaborates with:
Enabling Function Staff (HR Personnel, IBMS Staff, IT Resource, Clinic Staff)
MIS and WFM, to monitor schedule, productivity and attendance
Supervisors, for the purpose of reporting performance, seeking assistance and support for any training concerns, monthly evaluation of performance, developing training modules, and updating of training curriculum
Quality team, for the purpose of collaborating, identifying top drivers, clarifying audits and updating process management
Primary External Interaction
Stateside Counterparts
Product Customer (Providers, Members, Vendors
Technical Skills
Superior knowledge of MS Office applications (PowerPoint, Excel, Word)
Essential knowledge in internet usage and efficient email handling
Basic familiarity in use of projector and web-based training
Requisite background in contact center administration
Systematic scheduling and good estimation of training timeline
Competent Training Management
Determines system utilization requirements and testing systems
Process Specific Skills
Demonstration of profound familiarity and technical skill relevant to the process
Continuous update and development of training module
High-quality knowledge on developing instructional modules and teaching aids
Able to present course information in a simplified manner
Able to identify with and comprehend data and new information
Execution of providing customer service
Soft Skills
Above average verbal and written communication skills
Above average presentation skills
Self disciplined and results oriented
Coaching and mentoring skills
Flexibility and urgency to handle pressure
Analytical skills
Ability to multi task
Interpersonal Skills
Customer Service Focus
Team Work and Adaptability
Listening and time management skills
Management principles, human resources procedures, customer service and computer skills
Eligibility Criteria
At least 12 months tenure in EXL
At least 12 months in the current role
Should not be on PDP within 6 months from date of NOD
Should have not received a PIP in the past 12 months
Minimum of 4.0 rating in the last 6 months (Goal and Competency)
Must have no issues on Attendance and Reliability (<5% Absenteeism score for the last 6 months)
Preferably has previous experience in the training field or Nursing Academe
Positive feedback from local leadership and their leadership teams
Communication Skills Requirement (B2-C1 in HLEAP)
Core Competencies
Client Focus
Understands & anticipates Clients business needs concerns & issues, and monitors progress to achieve results
Benchmarks best in class performance and creates and achieves aggressive standards
"Sponsors" the client’s interest within the organization and influences action, where required to achieve client objectives
Builds personal rapport, and is able to influence client thinking, and decision making
Creates an internal environment where client is the focus of the business through appropriate communication, recognition and rewards
Thinks of ways to enhance the client's business
Partake in client visits
Collaboration and Teamwork
Creates a "solutions" mindset as different from a functional one and emphasizes common goals and objectives
Encourages best practice sharing and collaboration to optimize team processes and constantly keeps the business and client / internal customer at the forefront
Encourages & demonstrates respect for others and what they bring to the table
Shows openness to feedback and willingness to change
Effectively manages diversity within the team. Demonstrates sensitivity and respect for differences in culture/ businesses
Proactively surfaces and resolves conflicts and inter personal breakdowns
Proactively shares information, progress and credit to constantly reinforce team work within the team
Creates a healthy balance between individual performance/credit and team performance/credit
Develops and manages relationships with key stakeholders and aligns their efforts towards common business objectives
People Management
Proactively creates a talent pipeline for the organization by participating in processes for identifying and developing talent within the teams
Seeks to find solutions to succession planning in the team to ensure continuity of business
Creates challenging standards of performance for the team and reviews performance periodically, fairly and objectively
Makes the time to coach team members
Identifies development areas and helps the individuals and the team to improve their performance and enhance their potential
Creates an environment of meritocracy by rewarding and recognizing performance and talent
Has an eye for talent and participates actively in the process of talent acquisition
Demonstrates a keen interest in retention management and employee engagement and proactively creates plans and strategies for improvement
Talks the walk and enrolls others
Keeps and helps others create a healthy work life balance
Superior Implementation
Gets things done; takes ownership & accepts accountability
Creates specific plans to meet the goals, seeks to accomplish measurable results
Anticipates problems before they occur and finds solutions
Has a strong sense of urgency for getting work done, acts within deadlines, shows a significant level of effort, persistence, and time commitment to achieve goals and meet deadlines
Is able to rise to the occasion and multi-task when required
Takes initiative to build new capability for implementation in the future
Analytical Skills
Interprets data to create meaningful information and analysis
Generates multiple alternatives and is able to determine the most optimum course of action under the circumstances
Is able to learn from the experiences of others
Very good at understanding of new concepts, methods and ideas
Evaluates patterns and the credibility of sources of information
Feedback
Builds and maintains atmosphere where coaching, counseling and feedback are considered essential for better performance
Focuses on problem, not person
Effectively differentiates and identifies behaviors that can negatively / positively influence the process
Clearly and effectively communicates the detrimental / positive behaviors to the person receiving the feedback
Encourages commitment, openness and responsiveness
Demonstrates openness and active listening by seeking clarification, rephrasing statements and summarizing to check understanding
Offers non-judgmental responses, encourages exploration of feelings, concerns and aspirations
Provides positive follow-up to ensure performance/behavior improvement
Conformance with Policies/Compliances
Knowledge of applicable policies/regulations/compliances applicable to the function/organizational/industry/ Government and Client across geographies
Understands in-depth the various internal policies/compliance norms including Contractual/Safety/ISO/SOX and incorporates the requirements in day to day work
Proactively responds to applicable regulatory requirements by putting plans in place for implementation and follow ups including filing returns and other documentary procedures
Creates systems and checks to maintain these compliances and ensures maintenance of clear and precise records per the requirements
Keeps abreast with latest rulings/notifications/contractual changes and informs those concerned about the impact of the new legislations on the business
Applies knowledge of statutes and legal provisions to fully assess the impact of various legislation on the business and to get maximum advantage for the organization within the legal framework
Reviews compliance adherence on a regular basis
Communication
Excellent presentation skills creating the necessary understanding and impact and influencing the desired action
Communicates the vision, values and strategy of the company, and the progress with conviction and enthusiasm both internally and externally
Listens and seeks to understand. Is sensitive to bottom up feedback and uses it effectively
Is adept at using various communication media/ channels
One to one, open houses, focus groups, team meetings
Converts raw data into meaningful information
Writes clearly, succinctly and correctly
Avoid unnecessary use of jargons or complicated language
Demonstrates the ability to organize and present information to suit the needs and understanding of the audience
Operations Management
Demonstrates in-depth knowledge of key performance indicators
Develops and applies tactics to deliver service level agreements on a day to day basis (forecasting workload/providing requisite staffing/managing day to day technology issues etc.)
Establishes systems and processes to ensure sustained levels of performance
Uses appropriate tools / mechanism to report/review performance and take corrective action where required
Demonstrates ability to anticipate potential problems and take appropriate corrective actions
Uses quality techniques/tools to improve processes on a day to day basis
Effectively responds to client requirements at a short notice by realigning priorities
Converts reports into meaningful analysis and quantifiable actions