Job Description

Position
Deputy Manager -Training
Incumbent
Department
Quality, Service Excellence & innovation
Function
Operations - FLG Training
Reporting to
Sr. Manager/Chief Manager - Training (Operations)
Band
5B/4
Location
Gurugram - HO (90C)
Team size (D/I)
0
JOB SUMMARY

• Conduct Training need analysis of various functions within Home office
• Develop & enhance core competence of Home Office staff focused towards Customer Centricity
• Prepare training calendar for employee of Home office and ensure adherence to the programs and monthly PKT's
• Work with subject matter expert and liaison with content expert for effective pedagogy / approach
• Ensure effectiveness of the training programs through post workshop quality check
• Anchor the New employee Onboarding program for adherence and rigor
• Replicating best practices & programs to the numerous outsourced Business Partners through the TTT model
• Regular travelling to BP centers for checking the process, taking insights and enhancing overall process

KEY RESPONSIBILITIES

• Assist in conducting training need analysis and identify Training gaps
• Design & Prepare training curriculum for New & existing employees
• Coordinate with Managers, Function heads to keep up-to-date with the business
• Handle the Operations Training Query management and be responsible for reply

to queries and maintaining the Dashboard.

• Develop & enhance core competence of Home Office staff focused towards Customer Centricity & Agents Satisfaction

• Positively influence the NPS scores
• Initiate role based certification for HO
• Conduct training programs

• Induction of New Joiners
• Functional Trainings
• System Trainings
• Anchor On-job-training
• Behavioral Programs
• Drive training effectiveness of program through

• Participant Feedback
• Knowledge test / Assessments
• Gather insights / quality analysis and to refresh training
• Business Partner trainings : Act as mentor for trainers of other business partner vendor trainers

• Conduct TTT & replicate & Drive best practices to ensure standardization and quality of programs
• Create Process Manuals, Intranet Sites for quality learning and constantly update
• Generate & publish MIS at the desired frequency
• Timely delivery of Ops Training material for HO
• Champion the digital effort of the department by driving e-Learning modules /EDMs / Videos for the department on Workplace and other intranet sites
• Handle all logistics and administration matters

Measures of Success

• Training Programs conducted against plans
• Timeliness of delivery
• Coverage % across HO against target
• Business metrics as agreed : NPS & Quality Scores
• Quality metrics achievement

• Feedback scores,
• Assessment uptake / pass %
• Supervisor feedback
• Accuracy and timeliness of MIS
• Query management System TAT and Quality

Key Relationships (Internal /External)

• Regular connect with stakeholders at HO and BPs leaders
• Collaborate within teams / departments for interdependencies

Key competencies/skills required

• Facilitative method of program delivery
• In depth Insurance knowledge & Operations functioning
• Ability to navigate through ambiguous scenarios
• Project Mgt & speed of execution
• Good Communication Skills
• Engage with stakeholders
• Skilled at analyzing & interpreting data

Desired qualification and experience

• Graduate in any discipline
• At least 5-7 years of experience in Training, Operations, Customer experience
• Functional experience in content creation
• Master trainers certified ( TTT) with excellent facilitation skills

Position
Deputy Manager - Training
Incumbent
Department
Quality, Service Excellence & innovation
Function
Operations - FLG Training
Reporting to
Sr. Manager/Chief Manager - Training (Operations)
Band
5B/4
Location
Gurugram - HO (90C)
Team size (D/I)
0
JOB SUMMARY

• Conduct Training need analysis of various functions within Home office
• Develop & enhance core competence of Home Office staff focused towards Customer Centricity
• Prepare training calendar for employee of Home office and ensure adherence to the programs and monthly PKT's
• Work with subject matter expert and liaison with content expert for effective pedagogy / approach
• Ensure effectiveness of the training programs through post workshop quality check
• Anchor the New employee Onboarding program for adherence and rigor
• Replicating best practices & programs to the numerous outsourced Business Partners through the TTT model
• Regular travelling to BP centers for checking the process, taking insights and enhancing overall process

KEY RESPONSIBILITIES

• Assist in conducting training need analysis and identify Training gaps
• Design & Prepare training curriculum for New & existing employees
• Coordinate with Managers, Function heads to keep up-to-date with the business
• Handle the Operations Training Query management and be responsible for reply

to queries and maintaining the Dashboard.

• Develop & enhance core competence of Home Office staff focused towards Customer Centricity & Agents Satisfaction

• Positively influence the NPS scores
• Initiate role based certification for HO
• Conduct training programs

• Induction of New Joiners
• Functional Trainings
• System Trainings
• Anchor On-job-training
• Behavioral Programs
• Drive training effectiveness of program through

• Participant Feedback
• Knowledge test / Assessments
• Gather insights / quality analysis and to refresh training
• Business Partner trainings : Act as mentor for trainers of other business partner vendor trainers

• Conduct TTT & replicate & Drive best practices to ensure standardization and quality of programs
• Create Process Manuals, Intranet Sites for quality learning and constantly update
• Generate & publish MIS at the desired frequency
• Timely delivery of Ops Training material for HO
• Champion the digital effort of the department by driving e-Learning modules /EDMs / Videos for the department on Workplace and other intranet sites
• Handle all logistics and administration matters

Measures of Success

• Training Programs conducted against plans
• Timeliness of delivery
• Coverage % across HO against target
• Business metrics as agreed : NPS & Quality Scores
• Quality metrics achievement

• Feedback scores,
• Assessment uptake / pass %
• Supervisor feedback
• Accuracy and timeliness of MIS
• Query management System TAT and Quality

Key Relationships (Internal /External)

• Regular connect with stakeholders at HO and BPs leaders
• Collaborate within teams / departments for interdependencies

Key competencies/skills required

• Facilitative method of program delivery
• In depth Insurance knowledge & Operations functioning
• Ability to navigate through ambiguous scenarios
• Project Mgt & speed of execution
• Good Communication Skills
• Engage with stakeholders
• Skilled at analyzing & interpreting data

Desired qualification and experience

• Graduate in any discipline
• At least 5-7 years of experience in Training, Operations, Customer experience
• Functional experience in content creation
• Master trainers certified ( TTT) with excellent facilitation skills