Senior Executive - Cape Town Region
EXL
QUALIFICATIONS Eligibility Criteria: Open to Process Executives and Senior Executives aligned to the Process At least 12 months tenure in EXL At least 12 months in the current role Required Licensure as specified by the process Should not be on PDP within 6 months from date of NOD Should have not received a PIP in the past 12 months Minimum of 4.0 rating in the last 6 months (Goal and Competency) Minimum of B2 HEAP Category Must have no issues on Attendance and Reliability ( Preferably has previous experience in the training field or Nursing Academe RESPONSIBILITIES Classroom Management Conducts new hire interview and provide feedback to operations Conducts classroom process training/up-training/cross-skilling for new hires/tenured/transfer employees of the specific process Provides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e. Clinical Preprocess Training for USRN trainers) Monitors attendance during the entire process training Formulates effective exercises or assessments for essential learning improvements Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement Continuously plans and organizes the training course and design as suited to the needs of the process Ensure compliance to client and organizational policies and procedures Reports directly to the client the update of the training class or process clarification Deliberate new hires that needs support and coaching Monitor trainee's post-nesting performance for the first 3 months after being endorsed to operations Establish and define the structure of the learning context Convey leadership to individuals and teams within scope Implement and demonstrate efficient training methods Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs Modules/Up-training/Initiatives Develop and implement an effective system for process updates as and when required by the process/clients Update Training curriculum on an ongoing basis with the help of Content Development Team Conduct team huddle and provide floor and online support for process updates Assist in assessing and addressing developmental/training needs of employees across the process through Training Needs Analysis Conduct follow-up training sessions to measure training effectiveness Collaborate with the quality and operations for process improvements Individual Development (Production, QA Score) Contribute to production either through processing bills or cases, or taking inbound calls, in the absence of a training batch/requirement Other Functions: Create training dashboard and attend in weekly/monthly business review Partake during client visits Support processes in migration phase Steps up for the process in the absence of the Assistant Manager Performance parameters Excellent classroom management and training effectiveness Quality and precision of reports, deliverables and production Adherence to attendance and schedule Develop and implement effective system in cascading process updates Initiate proposal for process improvement Assess, evaluate and analyze training needs through follow-up sessions Strict compliance to client and organizational rules and directives Clients/customer relations at a professional level to guarantee client satisfaction Primary Internal Interactions Trainees, to evaluate training effectiveness, coaching and assessing work readiness Team/s of Nurse Associates, to train, coach, conduct up-skilling or cross-skilling and assessing work readiness Quality team, to calibrate process, clarifying audits, identify challenges and top drivers, and cooperate with the process improvement Supervisor, to report performance, seek assistance and support for any training concerns, monthly evaluation of performance, develop training modules, and update of training curriculum Lead Assistant Managers and leaders, to identify training needs and follow-up Primary External Interactions Vendors, for reports, updates and presentation of business review QUALIFICATIONS Eligibility Criteria: Open to Process Executives and Senior Executives aligned to the Process At least 12 months tenure in EXL At least 12 months in the current role Required Licensure as specified by the process Should not be on PDP within 6 months from date of NOD Should have not received a PIP in the past 12 months Minimum of 4.0 rating in the last 6 months (Goal and Competency) Minimum of B2 HEAP Category Must have no issues on Attendance and Reliability ( Preferably has previous experience in the training field or Nursing Academe RESPONSIBILITIES Classroom Management Conducts new hire interview and provide feedback to operations Conducts classroom process training/up-training/cross-skilling for new hires/tenured/transfer employees of the specific process Provides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e. Clinical Preprocess Training for USRN trainers) Monitors attendance during the entire process training Formulates effective exercises or assessments for essential learning improvements Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement Continuously plans and organizes the training course and design as suited to the needs of the process Ensure compliance to client and organizational policies and procedures Reports directly to the client the update of the training class or process clarification Deliberate new hires that needs support and coaching Monitor trainee's post-nesting performance for the first 3 months after being endorsed to operations Establish and define the structure of the learning context Convey leadership to individuals and teams within scope Implement and demonstrate efficient training methods Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs Modules/Up-training/Initiatives Develop and implement an effective system for process updates as and when required by the process/clients Update Training curriculum on an ongoing basis with the help of Content Development Team Conduct team huddle and provide floor and online support for process updates Assist in assessing and addressing developmental/training needs of employees across the process through Training Needs Analysis Conduct follow-up training sessions to measure training effectiveness Collaborate with the quality and operations for process improvements Individual Development (Production, QA Score) Contribute to production either through processing bills or cases, or taking inbound calls, in the absence of a training batch/requirement Other Functions: Create training dashboard and attend in weekly/monthly business review Partake during client visits Support processes in migration phase Steps up for the process in the absence of the Assistant Manager Performance parameters Excellent classroom management and training effectiveness Quality and precision of reports, deliverables and production Adherence to attendance and schedule Develop and implement effective system in cascading process updates Initiate proposal for process improvement Assess, evaluate and analyze training needs through follow-up sessions Strict compliance to client and organizational rules and directives Clients/customer relations at a professional level to guarantee client satisfaction Primary Internal Interactions Trainees, to evaluate training effectiveness, coaching and assessing work readiness Team/s of Nurse Associates, to train, coach, conduct up-skilling or cross-skilling and assessing work readiness Quality team, to calibrate process, clarifying audits, identify challenges and top drivers, and cooperate with the process improvement Supervisor, to report performance, seek assistance and support for any training concerns, monthly evaluation of performance, develop training modules, and update of training curriculum Lead Assistant Managers and leaders, to identify training needs and follow-up Primary External Interactions Vendors, for reports, updates and presentation of business review
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