Training Manager - TPA

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

• Help the Senior 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 Senior Training Manager and/or AVP 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.

Competencies Required:

• Excellent communication and organization skills

• Very good coaching and training skills

• Ability to communicate effectively to a variety of audiences

• Ability to provide and support a vision and direction

• Ability to implement projects with the highest degree of professionalism and ensure follow through and evaluation of their effectiveness

• Ability to work with minimum supervision and in a continually challenging environment

• Ability to analyze learning needs and assist in the development of customized modules and initiatives

• Accepting a high degree of responsibility and accountability for others as well as for self

• Deep understanding, appreciation and demonstration of world-class customer service

• Understanding of end-to-end processes and appreciation of customer experience’s impact on critical parameters

• Knowledge of MS Office – Excel, PowerPoint, Word

Eligibility Criteria:

• Open External and Internal

• Minimum of 1 year Insurance or Healthcare experience is a must

• IJP is open to all Lead Assistant Managers

• Internal Candidates must have minimum 24 months tenure in EXL and in the current role.

• Should not be on PDP/Disciplinary action within 6 months from date of NOD. Please see Progressive Disciplinary Policy for further details.

• Should not be on PIP during the time of application.

• Candidates must have 3.5 & above rating (Goal & Competency or Composite Rating)

• Must have no issues on Attendance and Reliabilities.

• College graduate – preferably Nursing, Psychology, Mass Communications, or Education.

• Positive feedback from local leadership and their leadership teams.