Lead Assistant Manager (HCA) for Kochi

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
Work with stakeholders to create capability building strategy based on skills identified as necessary to achieve overall organization goal
Design and deliver clinical related programs that focus on employees at different stages and offer blend learning solution
Develop a plan for equipping employees in effective overall healthcare management.
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
Participate during client visits (presentation of capability building programs)
End to end training management

Performance parameters

Quality and accuracy of deliverables
Efficiency and effectiveness (result-orientation)
Training delivery
Adherence to internal standards
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
Builds and maintains atmosphere where coaching, counseling, and feedback are considered essential for better performance
Risk recognition, assessment, analyses, management and mitigation
Robust understanding of BPO and client processes while suggesting an optimum solution for the client
Demonstration of in-depth knowledge and application of various methodologies in relevant situations or phases

Education Requirements

Graduate of BSRN
Should be a registered USRN
Preferably with master's degree in nursing education or an NCLEX reviewer

Work Experience Requirements

Total work experience should be a minimum of 5 years in the contact center operations and training combined

Primary Internal Interactions

Employees, for the purpose of designing and developing training modules
Business managers and leaders, for the purpose of identifying the training needs and follow up
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

Primary External Interactions

Clients, for the purpose of seeking feedback and incorporating the same into training modules, as and when needed
Institute partners of capability development team for identifying the right program or seeking guidance
Vendors, for any material/ service availed