Lead Assistant Manager-Training-Capability Development (Leadership and Development) at EXL South Africa

Job Description

• This role is primarily responsible for subject matter expertise on Insurance domain as well as developing and deploying domain learning. She/He will be responsible for leading teams, liaising with leadership, conducting diagnostic and needs analysis, and aligning capability development plans to meet business needs and client expectations.
• This role is required to facilitate trainings on relevant domain topics. This person will also be responsible for leading research to identify and develop content on new capabilities.
• The role entails researching and responding to RFP’s/RFI’s and presenting domain capabilities to internal leadership and external stakeholders during visits.
• Have an understanding of digital in Insurance and how domain advancement and digital new skills can be leveraged in Insurance.

 Lead initiatives for developing domain capabilities

• Engage with leadership to define domain/digital capability development requirements, generate buy-in, rally internal and external stakeholders towards building the right capabilities for the vertical
• Manage the change program to institutionalize domain capabilities, targeting differentiated needs across the various audience segments
• Identify, source and deploy tools, systems and resources needed by the company for ongoing development of domain capabilities
• Plan and deploy capability development curriculum, certifications, and calendar, develop new learning materials with domain capability as an outcome
• Curate learning resources on domain capabilities from the open ecosystem available online and offline; define clear and structured learning paths from curated assets; deploy and track
• Drive domain and digital thought leadership through focused research, articles, case studies, industry interactions, and point-of-view sessions both internally and externally by EXL leaders
• Identifying the gaps between the desired state and the current state of knowledge and developing customized training curriculum that is scalable and provides EXL a competitive edge
• 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 livelier and more 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
• Managing training material and content - regular reviews and updation
• End to end management of training programs i.e. Reporting, Dashboards, assessments etc.
• Delivery of pre-process domain trainings across verticals and curation of customized domain content inline with upcoming new business areas and Geos
• Lead and represent domain capabilities and offering with external and internal stakeholders
• Maintain and ensure timely data collection, reporting to Business units and other internal stakeholders, as needed

Skills    

• Technical Skills    
• Good knowledge of MS Office suite applications like – PowerPoint, MS Word and MS Excel
• Internet usage and email access
• Working knowledge of tools, as needed for the role

Process Specific Skills

• Good training/ presentation skills
• Content designing and development
• Excellent domain knowledge
• Ability to present the information in simple & easy manner
• Ability to understand and comprehend quickly
• Prioritizing customer needs
• Strong customer service focus
• Ability to assess learning needs, customize solutions and deliver

Soft skills (Desired)

• Good verbal and written communication skills
• Ability to do in-depth research and create articles
• Flexibility and urgency to handle pressure
• Self-disciplined and result oriented
• Data gathering ability/ Eye for detail

Soft Skills (Minimum)    

• Ability to multitask  
• Ability to approach problems logically
• Interpersonal Skills
• Feedback Skills
• Customer Service Focus
• Active listening skills
• Coaching and mentoring skills
• Presentation and Facilitation Skills

Responsibilities

• This role is primarily responsible for subject matter expertise on Insurance domain as well as developing and deploying domain learning. She/He will be responsible for leading teams, liaising with leadership, conducting diagnostic and needs analysis, and aligning capability development plans to meet business needs and client expectations.
• This role is required to facilitate trainings on relevant domain topics. This person will also be responsible for leading research to identify and develop content on new capabilities.
• The role entails researching and responding to RFP’s/RFI’s and presenting domain capabilities to internal leadership and external stakeholders during visits.
• Have an understanding of digital in Insurance and how domain advancement and digital new skills can be leveraged in Insurance.

 Speed, agility and initiative

• Quality and accuracy of deliverables
• Efficiency and effectiveness (result-orientation)
• Training delivery and certification of trainers
• Adherence to internal standards
• Adherence to timelines
• Interaction with the clients/ customer at an appropriate level to ensure high levels of client satisfaction
• Driving training content uptake for resources and maintaining high VOC on trainings delivered
• Business outcomes on critical skills build

Qualifications

• Matric
• Domain training related training background with any relevant domain certifications
• Knowledge and understanding of vertical specific roles, functions and work items in Insurance  
• Candidate MUST have Life time and Annuities BPO Experience