Assistant Manager-Product Development-Product Development

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 and appreciation of critical parameters
• Adherence to attendance and schedule

Organizational Relationships

1. Primary Internal Interaction

A. Reports To:

o Lead Assistant Managers, for the purpose of identifying training needs and follow-up

B. Supervises:

o Process Trainers, for the purpose of training, up-skilling, coaching and assessing work readiness

o Trainees, for the purpose of evaluating training effectiveness

C. Collaborates With:

o Enabling Function Staff (HR Personnel, IBMS Staff, IT Resource, Clinic Staff)

o MIS and WFM, to monitor schedule, productivity and attendance

o Supervisors, for the purpose of reporting performance, seeking assistance and support for any training concerns, monthly evaluation of performance, developing training modules, and updating of training curriculum

o Quality team, for the purpose of collaborating, identifying top drivers, clarifying audits and updating process management

1. Primary External Interaction
2. Product Customer (Providers, Members, Vendors)

A. Stateside Counterparts

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) Process Training Improvement

• Thinks of ways to enhance the Client's business
• Assist in assessing and addressing developmental/training needs of employees across the process
• Develop & implement an effective system for process updates as and when required by the process/clients
• 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 participate in presentation to the client/ internal customers

3) Customer Satisfaction

• Develops and manages relationships with key stakeholders and aligns their efforts towards 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 for the process in the absence of the Lead Assistant Manager

Eligibility Criteria

• At least 12 months tenure in EXL
• At least 12 months in the current role
• Should not be on PDP within 6 months from date of NOD
• Should have not received a PIP in the past 12 months
• Minimum of 4.0 rating in the last 6 months (Goal and Competency)
• Must have no issues on Attendance and Reliability (<5% Absenteeism score for the last 6 months)
• Preferably has previous experience in the training field or Nursing Academe
• Positive feedback from local leadership and their leadership teams
• Communication Skills Requirement (B2-C1 in HLEAP)

Core Competencies

Client Focus

• Understands & anticipates Clients business needs concerns & issues, and monitors progress to achieve results
• Benchmarks best in class performance and creates and achieves aggressive standards
• "Sponsors" the client’s interest within the organization and influences action, where required to achieve client objectives
• Builds personal rapport, and is able to influence client thinking, and decision making
• Creates an internal environment where client is the focus of the business through appropriate communication, recognition and rewards
• Thinks of ways to enhance the client's business
• Partake in client visits

Collaboration And Teamwork

• Creates a "solutions" mindset as different from a functional one and emphasizes common goals and objectives
• 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
• Shows openness to feedback and willingness to change
• Effectively manages diversity within the team. Demonstrates sensitivity and respect for differences in culture/ businesses
• Proactively surfaces and resolves conflicts and inter personal breakdowns
• Proactively shares information, progress and credit to constantly reinforce team work within the team
• Creates a healthy balance between individual performance/credit and team performance/credit
• Develops and manages relationships with key stakeholders and aligns their efforts towards common business objectives

People Management

• Proactively creates a talent pipeline for the organization by participating in processes for identifying and developing talent within the teams
• Seeks to find solutions to succession planning in the team to ensure continuity of business
• Creates challenging standards of performance for the team and reviews performance periodically, fairly and objectively
• Makes the time to coach team members
• Identifies development areas and helps the individuals and the team to improve their performance and enhance their potential
• Creates an environment of meritocracy by rewarding and recognizing performance and talent
• Has an eye for talent and participates actively in the process of talent acquisition
• Demonstrates a keen interest in retention management and employee engagement and proactively creates plans and strategies for improvement
• Talks the walk and enrolls others
• Keeps and helps others create a healthy work life balance

Superior Implementation

• Gets things done; takes ownership & accepts accountability
• Creates specific plans to meet the goals, seeks to accomplish measurable results
• Anticipates problems before they occur and finds solutions
• Has a strong sense of urgency for getting work done, acts within deadlines, shows a significant level of effort, persistence, and time commitment to achieve goals and meet deadlines
• Is able to rise to the occasion and multi-task when required
• Takes initiative to build new capability for implementation in the future

Analytical Skills

• Interprets data to create meaningful information and analysis
• Generates multiple alternatives and is able to determine the most optimum course of action under the circumstances
• Is able to learn from the experiences of others
• Very good at understanding of new concepts, methods and ideas
• Evaluates patterns and the credibility of sources of information

Feedback

• Builds and maintains atmosphere where coaching, counseling and feedback are considered essential for better performance
• Focuses on problem, not person
• Effectively differentiates and identifies behaviors that can negatively / positively influence the process
• Clearly and effectively communicates the detrimental / positive behaviors to the person receiving the feedback
• Encourages commitment, openness and responsiveness
• Demonstrates openness and active listening by seeking clarification, rephrasing statements and summarizing to check understanding
• Offers non-judgmental responses, encourages exploration of feelings, concerns and aspirations
• Provides positive follow-up to ensure performance/behavior improvement

Conformance With Policies/Compliances

• Knowledge of applicable policies/regulations/compliances applicable to the function/organizational/industry/ Government and Client across geographies
• Understands in-depth the various internal policies/compliance norms including Contractual/Safety/ISO/SOX and incorporates the requirements in day to day work
• Proactively responds to applicable regulatory requirements by putting plans in place for implementation and follow ups including filing returns and other documentary procedures
• Creates systems and checks to maintain these compliances and ensures maintenance of clear and precise records per the requirements
• Keeps abreast with latest rulings/notifications/contractual changes and informs those concerned about the impact of the new legislations on the business
• Applies knowledge of statutes and legal provisions to fully assess the impact of various legislation on the business and to get maximum advantage for the organization within the legal framework
• Reviews compliance adherence on a regular basis

Communication

• Excellent presentation skills creating the necessary understanding and impact and influencing the desired action
• Communicates the vision, values and strategy of the company, and the progress with conviction and enthusiasm both internally and externally
• Listens and seeks to understand. Is sensitive to bottom up feedback and uses it effectively
• Is adept at using various communication media/ channels
• One to one, open houses, focus groups, team meetings
• Converts raw data into meaningful information
• Writes clearly, succinctly and correctly
• Avoid unnecessary use of jargons or complicated language
• Demonstrates the ability to organize and present information to suit the needs and understanding of the audience

Operations Management

• Demonstrates in-depth knowledge of key performance indicators
• Develops and applies tactics to deliver service level agreements on a day to day basis (forecasting workload/providing requisite staffing/managing day to day technology issues etc.)
• Establishes systems and processes to ensure sustained levels of performance
• Uses appropriate tools / mechanism to report/review performance and take corrective action where required
• Demonstrates ability to anticipate potential problems and take appropriate corrective actions
• Uses quality techniques/tools to improve processes on a day to day basis
• Effectively responds to client requirements at a short notice by realigning priorities
• Converts reports into meaningful analysis and quantifiable actions