PHRN: PHP 44K basic
USRN: PHP 35K basic
Position Overview:
The primary responsibility of this role is to oversee the NCLEX Program training needs and ensure that transferring of knowledge, job concept, and honing skills are delivered effectively through continuous monitoring and improving the NCLEX trainers’ skills. It also works with the team of assistant managers to oversee the quality of deliverables, manage team relationships, and assessing developmental/training needs of employees and process.
Essential Functions:
1) People Management
• Encourages best practice sharing and collaboration to optimize team processes and constantly keeps the business and client/internal customer at the forefront
• Encourages & demonstrates respect for others and what they bring to the table
• Effectively manages diversity within the team, demonstrates sensitivity and respect for differences in culture/ businesses
• Provide coaching and feedback to team members. Identifies development areas and helps the individuals and the team to improve their performance and enhance their potential
• Proactively shares information, progress and credit to constantly reinforce team work within the team
• Creates a healthy balance between individual performance and team performance
• Demonstrates a keen interest in retention management and employee engagement and proactively creates plans and strategies for improvement
• Ensure compliance to client and organizational policies and procedures
2) Training Improvement
• Thinks of ways to enhance the Client's business
• Assist in assessing and addressing developmental/training needs of employees
• Design and/or enhance training/instructional materials, teaching aids and devices
• Update Training curriculum on an ongoing basis
• Conduct training follow up sessions and measuring effectiveness of training
• Work with stakeholders to create capability building strategy based on communication-related skills identified as necessary to achieve overall organization goal
• Training need analysis, researching, designing and developing content such as module outlines, presentations, trainer’s guide, participant’s guides and other training material
• Designing training aids like activities, role plays, case studies, etc. in order to make the training session more lively and interactive
• Ensuring that the quality of content is maintained as per the targets assigned and should be in accordance with internal standards
• Identification of appropriate methodology for the implementation of training
• Training and certification of trainers on the training modules
• Building PPTs and other material and participating in presentation to the client/ internal customers
3) Customer Satisfaction
• Develops and manages relationships with key stakeholders and aligns their efforts toward common business objectives
• Understands & anticipates client’s business needs concerns & issues, and monitors progress to achieve results
• Creates an internal environment where client is the focus of the business through appropriate communication, recognition and rewards
• Handle client feedback and escalations
4) Other Functions
• Partake during client visits
• Steps up in the absence of the Lead Assistant Manager/Manager
Technical Skills
• Superior knowledge of MS Office applications (PowerPoint, Excel, Word)
• Essential knowledge in internet usage and efficient email handling
• Basic familiarity in use of projector and web-based training
• Requisite background in contact center administration
• Systematic scheduling and good estimation of training timeline
• Competent Training Management
• Determines system utilization requirements and testing systems
Program Specific Skills
• Demonstration of profound familiarity and technical skill relevant to NCLEX program
• Continuous update and development of training module
• High-quality knowledge on developing instructional modules and teaching aids
• Able to present course information in a simplified manner
• Able to identify with and comprehend data and new information
• Execution of providing customer service
Soft Skills
• Above average verbal and written communication skills
• Above average presentation skills
• Self disciplined and results oriented
• Coaching and mentoring skills
• Flexibility and urgency to handle pressure
• Analytical skills
• Ability to multi task
• Interpersonal Skills
• Customer Service Focus
• Team Work and Adaptability
• Listening and time management skills
• Management principles, human resources procedures, customer service and computer skills
Eligibility Criteria
• At least 12 months in the current role
• Preferably has previous experience in the training field or Nursing Academe
• Positive feedback from local leadership and their leadership teams
Performance parameters:
• Excellent classroom management and training effectiveness
• Timely compliance and proper documentation of coaching and feedback forms
• Assess, evaluate and analyze training needs through follow-up sessions
• Strict compliance to client and organizational rules and directives
• Maintain customer relations at a professional level to guarantee client satisfaction rating
• Demonstrates ability to anticipate potential problems and take appropriate corrective actions
• Understanding of end-to-end processes of the program and appreciation of critical parameters
• Adherence to attendance and schedule
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