Senior Executive - Process Training

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. It is also responsible for providing assistance in the following: developing and improving the process-specific curriculum, conducting training needs analysis, creating content to meet the client-set updates, organizing cross- and up-skill training, and reporting to process owners.

Classroom Management/Modules/Up-training/Initiatives/Quality

• Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents
• Monitors and completes daily attendance tracking during the entire process training until nesting
• Formulates effective activities, exercises or assessments for learning improvement
• Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
• Ensure compliance to client and organizational policies and procedures
• Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents
• Deliberate to identify new hires’ needs in training and nesting
• Monitor trainees’ post-nesting performance for the first 3 months after being endorsed to operations
• Deliver the training content/context based on the agenda/curriculum
• Demonstrate effective leadership to individuals including new hires and tenured agents
• Implement and demonstrate efficient training methods
• Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs
• Participate in client calls and visits with the supervisor’s guidance
• Collaborate with the quality and operations teams for process improvement
• Conduct team huddles and provide floor and online support on process updates
• Develop and implement an effective system for process updates as and when required by the process/clients

Education Requirements

Minimum of 14 years of education.

Work Experience Requirements

Minimum 3 years of work experience in Business Process Off-shoring. Should have at least one year of training experience in international Voice business, preferably in Insurance industry. Medical background is a plus.

Competencies Required:

• Ability to transfer knowledge, develop and motivate a team
• Understanding of end-to-end processes and appreciation of critical parameters
• Ability to work in a continually challenging environment
• Ability to communicate effectively to a variety of audiences
• Good written and verbal communication skills
• Great customer service skills
• Basic knowledge of MS Office – Excel, PowerPoint, Word
• Well organized; Strong organization and time management skills
• With good leadership background