Position Overview

The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in

transferring process knowledge and its related skills essential to accomplish tasks needed for production.

Essential Functions

I. Classroom Management

o Conducts new hire interview and provide feedback to operations

o Conducts classroom process training/up-training/cross-skilling for new hires/tenured/transfer employees of the specific

process

o Provides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e.

Clinical Preprocess Training for USRN trainers)

o Monitors attendance during the entire process training

o Formulates effective exercises or assessments for essential learning improvements

o Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make

recommendations for improvement

o Continuously plans and organizes the training course and design as suited to the needs of the process

o Ensure compliance to client and organizational policies and procedures

o Reports directly to the client the update of the training class or process clarification

o Deliberate new hires that needs support and coaching

o Monitor trainee’s post-nesting performance for the first 3 months after being endorsed to operations

o Establish and define the structure of the learning context

o Convey leadership to individuals and teams within scope

o Implement and demonstrate efficient training methods

o Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs

II. Modules/Up-training/Initiatives

o Develop and implement an effective system for process updates as and when required by the process/clients

o Update Training curriculum on an ongoing basis with the help of Content Development Team

o Conduct team huddle and provide floor and online support for process updates

o Assist in assessing and addressing developmental/training needs of employees across the process through Training

Needs Analysis

o Conduct follow-up training sessions to measure training effectiveness

o Collaborate with the quality and operations for process improvements

III. Individual Development (Production, QA Score)

o Contribute to production either through processing bills or cases, or taking inbound calls, in the absence of a training

batch/requirement

IV. Other Functions:

o Create training dashboard and attend in weekly/monthly business review

o Partake during client visits

o Support processes in migration phase

o Steps up for the process in the absence of the Assistant Manager

Performance parameters

o Excellent classroom management and training effectiveness

o Quality and precision of reports, deliverables and production

o Adherence to attendance and schedule

o Develop and implement effective system in cascading process updates

o Initiate proposal for process improvement

o Assess, evaluate and analyze training needs through follow-up sessions

o Strict compliance to client and organizational rules and directives

o Clients/customer relations at a professional level to guarantee client satisfaction

Primary Internal Interactions

o Trainees, to evaluate training effectiveness, coaching and assessing work readiness

o Team/s of Nurse Associates, to train, coach, conduct up-skilling or cross-skilling and assessing work readiness

o Quality team, to calibrate process, clarifying audits, identify challenges and top drivers, and cooperate with the process

improvement

o Supervisor, to report performance, seek assistance and support for any training concerns, monthly evaluation of

performance, develop training modules, and update of training curriculum

o Lead Assistant Managers and leaders, to identify training needs and follow-up

Primary External Interactions

o Vendors, for reports, updates and presentation of business revie

Please refer to job description.