Basic Function
The primary responsibility of this role is to enable knowledge transfer solution by undergoing product/process /systems training (may include onsite training) and delivering the same to the new joinees in a specific process.
The job also includes development of training curriculum (modules, manual, participant guide etc) gathering TNI; enabling module changes/ updates and evaluating the effectiveness of the training programs.
The primary interactions would include coaching and mentoring of the associates attending the training apart from periodic reporting of all the above to the Operations owner /Training leader.
Essential Functions
- Ensure that the successful knowledge transfer is facilitated through the signed off DTP’s (desktop procedures
- Deliver training to associates.
- Design and/or prepare training/instructional materials, teaching aids and devices
- Ensure all training activities and materials meet with relevant organizational and statutory policies
- Update Training curriculum on an ongoing basis
- Organize training venues, logistics, transport, as required to achieve efficient training attendance and delivery.
- Maintain and create Training MIS and reports
- Ensure that the assigned targets are met in accordance with SLA and Internal standards
- Ensure that the training quality is in compliance with predefined parameters as defined by Process Excellence
- Ensure adherence to established attendance schedules
Performance parameters· Successful knowledge transfer
· Quality content development
· Training Quality
· Module Adherence
· Attendance
· Schedule Adherence
Any other essential function that may occur from time to time as directed by the Supervisor
Knowledge of the following Theory, Principles, Practices and /or Content:
- Instructional methods and techniques
- Assessment and/or examination methodologies
- Research methods, techniques, and/or sources of information
Skills /Ability to:
- Assess process-training needs.
- Deliver presentations or training using acceptable methods and techniques
- Develop curriculum, learning objectives, and/or course materials
- Deal with people in a manner which shows sensitivity, tact, and professionalism
- Speak clearly, concisely and effectively; listen to, and understand, information and ideas as presented verbally
- Communicate information and ideas clearly, and concisely, in writing; read and understand information presented in writing
- Use automated software applications
- Evaluate information against a set of standards
- Establish, organize and/or maintain files
Primary Internal Interactions
- AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
- Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance.
- Agents for the purpose of up skilling them on process-related updates, coaching, mentoring & providing assistance and support when required.
- Subject Matter Expert for the purpose of handling process related issues; queries and escalated transactions.
- QCA/CEA for the purpose of associate performance feedback and audit in order to update the training curriculum.
Primary External Interactions
- Client trainers, SME’s and Operations for the purpose of developing and updating training curriculum, provide feedback on training and discussing specific action plans.
- Escalation teams at the client end for the purpose of seeking clarifications & answering queries
Skills
Technical Skills (Minimum)
· Basic Computer Knowledge
· Good keyboarding speed
Technical Skills (Desired)
· Good Computer skills – Hands on Experience on Power Point, Word and Excel
· Curriculum Design and Assessment Creation
Process Specific Skills· Knowledge about the Insurance industry in US
· Knowledge about US Culture
· Process Knowledge for Training
Soft skills (Minimum) · Excellent Communication Skills
· Business awareness
· Customer Service Focus
· Active listening skills
· Coaching and mentoring
· Presentation and Facilitation Skills
Soft Skills (Desired) · Self disciplined and result oriented
· Team work/ Managing Self / Adaptability
· Ability to multi task
· Data gathering ability/ Eye for detail
Education Requirements
High school
graduate Work Experience Requirements Minimum 2 year of work experience in BPO / Utilities industry. Prior exposure to training shall be preferred.
