About this role
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.
EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.
I. Classroom ManagementConducts new hire interview and provide feedback to operations o Conducts classroom process training/up-training/cross-skilling for new hires/tenured/transfer employees of the specific process o Provides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e. Clinical Preprocess Training for USRN trainers) o Monitors attendance during the entire process training o Formulates effective exercises or assessments for essential learning improvements o Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement o Continuously plans and organizes the training course and design as suited to the needs of the process o Ensure compliance to client and organizational policies and procedures o Reports directly to the client the update of the training class or process clarification o Deliberate new hires that needs support and coaching o Monitor trainee’s post-nesting performance for the first 3 months after being endorsed to operations o Establish and define the structure of the learning context o Convey leadership to individuals and teams within scope o Implement and demonstrate efficient training methods o Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs II. Modules/Up-training/Initiatives o Develop and implement an effective system for process updates as and when required by the process/clients o Update Training curriculum on an ongoing basis with the help of Content Development Team o Conduct team huddle and provide floor and online support for process updates o Assist in assessing and addressing developmental/training needs of employees across the process through Training Needs Analysis o Conduct follow-up training sessions to measure training effectiveness o Collaborate with the quality and operations for process improvements
III. Individual Development (Production, QA Score) o Contribute to production either through processing bills or cases, or taking inbound calls, in the absence of a training batch/requirement IV. Other Functions: o Create training dashboard and attend in weekly/monthly business review o Partake during client visits o Support processes in migration phase o Steps up for the process in the absence of the Assistant Manager Performance parameters o Excellent classroom management and training effectiveness o Quality and precision of reports, deliverables and production o Adherence to attendance and schedule o Develop and implement effective system in cascading process updates o Initiate proposal for process improvement o Assess, evaluate and analyze training needs through follow-up sessions o Strict compliance to client and organizational rules and directives o Clients/customer relations at a professional level to guarantee client satisfaction Primary Internal Interactions o Trainees, to evaluate training effectiveness, coaching and assessing work readiness o Team/s of Nurse Associates, to train, coach, conduct up-skilling or cross-skilling and assessing work readiness o Quality team, to calibrate process, clarifying audits, identify challenges and top drivers, and cooperate with the process improvement o Supervisor, to report performance, seek assistance and support for any training concerns, monthly evaluation of performance, develop training modules, and update of training curriculum o Lead Assistant Managers and leaders, to identify training needs and follow-up
Same Posting Description for Internal and External Candidates