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 agentsMonitors and completes daily attendance tracking during the entire process training until nestingFormulates effective activities, exercises or assessments for learning improvementMonitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvementEnsure compliance to client and organizational policies and proceduresMaintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agentsDeliberate to identify new hires’ needs in training and nestingMonitor trainees’ post-nesting performance for the first 3 months after being endorsed to operationsDeliver the training content/context based on the agenda/curriculumDemonstrate effective leadership to individuals including new hires and tenured agentsImplement and demonstrate efficient training methods Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needsParticipate in client calls and visits with the supervisor’s guidanceCollaborate with the quality and operations teams for process improvementConduct 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/clientsCompetencies Required:
Ability to transfer knowledge, develop and motivate a teamUnderstanding of end-to-end processes and appreciation of critical parameters Ability to work in a continually challenging environmentAbility to communicate effectively to a variety of audiencesGood written and verbal communication skillsGreat customer service skillsBasic knowledge of MS Office – Excel, PowerPoint, WordWell organized; Strong organization and time management skillsWith good leadership backgroundSKILLS
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