Basic Function
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
Essential Functions
- 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
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
SKILLS
Technical Skills
• High level computer proficiency including:
• Good computer navigation skills and PC skills
• Strong Excel, with knowledge of other Microsoft Office Suite
• Email writing skills
• Good typing speed and accurate system updating
• Phone call/master handling skills
• Keyboarding skills ( at least 30 wpm)
Process Specific Skills
• Knowledge about US Life Insurance processes
• Flexibility to work in various shifts
• Knowledge about US culture
• Knowledge on quality procedures
• Strong Process Knowledge
• Understanding of end-to-end processes and appreciation of critical parameters
• Effective coaching and good communication skills
• Time management and strong analytical skills
• Knowledge of MS Office
• Self-initiated, drive and zeal for continuous improvement
Soft skills (Desired)
• Create a high performing culture; planning, organizing and prioritizing all work activities to achieve department and team goals and objectives
• Attention to details
• Adaptable and flexible
• Active listening skills
• Self-discipline
• Learning and decision making
• Listening, patience and action oriented
