Job Description

Position Title, Responsibility Level

AM/Lead Assistant Manager

Function

Capability Development

Reports to

Manager / Insurance Academy Lead, Capability Development

Permanent/ Temporary

Permanent

Span of Control

Senior Executives and Executives. Assistant Manager (if applicable)

Location

All

Basic Function

This role is primarily responsible for designing and delivering high performing learning solutions, which align with & meet business needs and client expectations. This role is required to manage the team as well as the delivery of Preprocess and Certification Trainings to all EXL employees. The job also includes evaluating training feedback and providing recommendations to further enhance the effectiveness of trainings. The primary interactions would include coaching and mentoring of the trainers and periodic reporting of all the above to the Insurance Academy (IA)/Capability Development (CD) Lead. This role also involves designing and developing pre - process and /or specialized training modules after need assessments for all Processes at EXL. The role entails regular connect with Business units for domain/digital/functional upskilling requirements received and curation and conducting appropriate trainings, as applicable.

Essential Functions

• Identifying the gaps between the desired state and the current state of knowledge and developing customized training curriculum that is scalable and provides EXL a competitive edge

• Training need analysis, researching, designing and developing content such as module outlines, presentations, trainer’s guide, participant’s guides and other training material

• Managing end to end roles and responsibilities of the team

• Designing training aids like activities, role plays, case studies, etc. in order to make the training session livelier and more 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

• Conducting insurance and professional development training programs

• Managing training material and content - regular reviews and updation

• Building PPTs and other material and participate in presentation to the client/ internal customers

• Provide guidance, direction, and training to instructional designers and trainers

• Conduct verification and re-verification of trainers in the department

• Participate in RFXs and Client visits

• Handle administrative tasks with respect to training & certification

• Undertake research for the purpose of creating value to the business and driving business results

• Convert research into knowledge and disseminate to the businesses

• Maintain regular touch points with Business units and share updates and cater to specific training needs

• Develop understanding of Digital deployment in Insurance domain and help conduct, facilitate upskilling sessions.

Performance parameters

• Quality and accuracy of deliverables

• Efficiency and effectiveness (result-orientation)

• Training delivery and certification of trainers

• Adherence to internal standards

• Adherence to timelines

• Interaction with the clients/ customer at an appropriate level to ensure high levels of client satisfaction

• Employee satisfaction, people development and morale

• Good performance on any other function that may occur from time to time or as directed by the Supervisor

• Help assess and develop critical skills for specific roles and requirements per Business needs

• Regular assessment and update of training content and repository for aligned resources/vertical

Primary Internal Interactions

• Employees, for the purpose of designing and developing training solutions

• Process managers and leaders, for the purpose of identifying the training needs and follow up

• IA_CD Team, for the purpose of up-skilling and certification of trainers

• Supervisor, for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support, settling issues left unresolved, monthly evaluation of performance, updating training curriculum, trainer certification and for ongoing audits and feedback

• Transitions and BHR SPOC for data requirements, as applicable

Primary External Interactions

• Business/ Clients, for the purpose of seeking feedback and incorporating the same into training modules, as and when needed

• Institute partners of CD for managing and running programs

• Vendors, for any material/ service availed