Reporting to: Director / Senior Director

Location: Bangalore (Surya Wave)

Working Hours/ Days: 9 Hours / 5 Days a Week

Shift: Night Shift (4:30 PM – 1:30 AM) 9hr shift

(There can be fortnightly/ monthly call between 06:30am-2pm IST)

Team Size: People management

Years Of Experience: Extensive experience in US Healthcare/BPO with Ideal candidature would be minimum 12+ years experience in U.S Healthcare BPO Process Training

Company URL: www.sagilityhealth.com

Desired Skills and Qualification

Objectives 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 ROI
Managing Training Operations & collaborating with Operations.
Driving key initiatives & continuous improvements across the identified LOBs
Making sure the Training VOE & Stakeholder feedback are taken care off
Developing the Team members for future growth
Managing 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 training
Establishing and leading a review cadence, create performance benchmarks to measure and report to management
Managing & working with clients, internal teams to drive Content Change management, Effectiveness and Availability
Identifying and managing stakeholders by establishing requirements, performance reviews, collating feedback and drafting improvement plans where necessary
Investing a substantial amount of time into self & team/ people development, by way of upskilling, cross skilling, and formalized individual development plans
Initiating or being a part of major improvement initiatives towards betterment of training practices, measurement, and overall process improvement
Leading a team of trainers & master trainers towards achieving laid down team goals & objectives
Responsible for driving constant content review, analysis, and improvements where necessary
Implementing cost control through optimization of resources such as trainer availability, batch handover timelines, return on investment etc.

Leading People

Inspirational Leadership
Lead from the front as the SME of the Function
Design & Drive People Metrics
Promoting Diversity & Inclusion as per Organisational Culture
Mentoring & Coaching Operational & Leadership values
Improve employee retention and enhance employee engagement.
Succession Planning

Qualifications & Mandatory Skills :

Graduation / Postgraduate / with any Training Certifications
Displays High Level of Communication Skills
Extensive 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 phase
Thorough understanding of US health care (ERISA/HIPAA/State Mandates) – Not Mandatory
Sound 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 Parameters
Astute understanding of MS Office Tools
Displays a High Level of Integrity and Maturity
Displays high level of People Management practices

Additional Good to Have Skills:

Eye for detail
Facilitation skills (Group & Individual)
Exceptional communication skills
Feedback & coaching Skills
Deep understanding of operational metrics & targets
Experience of continuous process improvements would be an added advantage
Should be adept at planning & organization
Have thorough knowledge and understanding of global training practices and methodologies
Strong people management skills and being result oriented

Desired 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 Delivery

Assistant 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 trainees
She/ He must have good interpersonal and observational skills so that they can assess trainees understanding and progress, and make any necessary adjustments to the program

Administration

The 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 Design

Ability to evaluate and maintain the recency of all training materials, learning tools & simulations
Ensuring 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 performance
Ensuring 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 responsibilities

Associate Director Training to drive for the batches to be handed over to operations as per the go-live plan with 100% certification
Work closely with quality & operations to conduct refreshers and upskill training as per requirement
Have 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 gaps
Responsible for conducting regular knowledge check through assessments and provide POA
Should be thorough on organization policies and procedure, especially concerning performance improvement & people handling

Associate Director Training