Assistant Manager - Cape Town Region
EXL
JOB DESCRIPTION Essential Functions Help the Training Manager oversee or coordinate the different training requirements for the program and its projects in the assigned account/s. Monitor, coach, and mentor trainers to help develop the required skill sets Develop training materials, activities, and assessments. Facilitate training classes as needed Help the Training Manager gather, measure, and analyze data to gauge the effectiveness of the training program and its parts/projects on a regular basis. Conduct trainer interviews and strengthen bench resources through the Training Apprenticeship Program Protects the confidentiality of client and adheres to company policies regarding confidentiality. Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed. Ensure compliance with internal policies and procedures, external regulations, and information security standards. 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 pre process/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 Values & Competencies Required: Displays the EXL values and Better Way Code in day to day interactions Effective coaching and good communication skills Help staff maintain the right values and following EXL policies and procedures Own Time management as well as that of the trainees Knowledge of MS Office Self-initiated, drive and zeal for continuous improvement Drives performance culture Client Centricity Skills required: Technical Skills MS Office skills for reporting Process Specific Skills Excellent communication and Training Skills Ability to mentor members of the team to provide excellent customer experience Soft Skills/ Aptitude Self - discipline Result Driven Displays a great eye for attention to detail Adaptability Customer Service and strong display of Empathy Training and Development Ability to handle/engage larger groups Soft Skills Ability to work under pressure Delivering as per client and operations expectations Stress management Motivating the team during Training QUALIFICATIONS Selection Criteria: Insurance and Customer Experience background 9 months tenure within your Band Average performance score of 3.5 Band A2 can apply with criteria of 9 month tenure as this will be seen as a promotion to B1 Band B1 can apply for a lateral movement. No minimum tenure will be required as this is a lateral move. The appropriate Trainer salary will be applicable. No live warnings No NCNS in the last six months. JOB DESCRIPTION Essential Functions Help the Training Manager oversee or coordinate the different training requirements for the program and its projects in the assigned account/s. Monitor, coach, and mentor trainers to help develop the required skill sets Develop training materials, activities, and assessments. Facilitate training classes as needed Help the Training Manager gather, measure, and analyze data to gauge the effectiveness of the training program and its parts/projects on a regular basis. Conduct trainer interviews and strengthen bench resources through the Training Apprenticeship Program Protects the confidentiality of client and adheres to company policies regarding confidentiality. Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed. Ensure compliance with internal policies and procedures, external regulations, and information security standards. 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 pre process/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 Values & Competencies Required: Displays the EXL values and Better Way Code in day to day interactions Effective coaching and good communication skills Help staff maintain the right values and following EXL policies and procedures Own Time management as well as that of the trainees Knowledge of MS Office Self-initiated, drive and zeal for continuous improvement Drives performance culture Client Centricity Skills required: Technical Skills MS Office skills for reporting Process Specific Skills Excellent communication and Training Skills Ability to mentor members of the team to provide excellent customer experience Soft Skills/ Aptitude Self - discipline Result Driven Displays a great eye for attention to detail Adaptability Customer Service and strong display of Empathy Training and Development Ability to handle/engage larger groups Soft Skills Ability to work under pressure Delivering as per client and operations expectations Stress management Motivating the team during Training QUALIFICATIONS Selection Criteria: Insurance and Customer Experience background 9 months tenure within your Band Average performance score of 3.5 Band A2 can apply with criteria of 9 month tenure as this will be seen as a promotion to B1 Band B1 can apply for a lateral movement. No minimum tenure will be required as this is a lateral move. The appropriate Trainer salary will be applicable. No live warnings No NCNS in the last six months.
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