Job Description

:
JD | Insurance, BFSI - Training Lead (TL)
Job Summary -
Responsible in overseeing the over-all performance of the aligned accounts and provides
direction to team members directly reporting to him/her in all aspects of Training
including planning/design, implementation, reporting, and evaluation of all Training
processes. He/she provides guidance in the development, implementation, analysis,
evaluation of policies and procedures that render effective and efficient world-class
service to Insurance clients as evidenced by excellent Customer Satisfaction, Employee
Satisfaction.
Duties and Responsibilities -
?Develop, update, and manage training programs for the account and collaborates
with BFSI team on instructional design, content, projects, etc.
?Facilitate or co-facilitate trainings for new and existing resources using a variety of
instructional techniques formats.
?Drive Domain across accounts in PHP teams.
?Actively participates in Due Diligence and transitions calls for new & existing
scope of work.
?Manage coaching sessions with trainees and supervisors to achieve high
performance levels.
?Works with quality assurance in monitoring resources while processing cases to
provide appropriate coaching to ensure consistent procedures and standards, and
overall partner performance to maximize customer satisfaction.
?Manage training administration to include training enrolment and class
assignments, course evaluations and tests and develop appropriate reporting to
manage program effectiveness.
?Assess and or adapt both current and new training needs to adapt to
organizational changes and business needs.
?Work very closely with team members to solve process problems.
?Provide recommendations on any matters relating to improving the process.
?Manages knowledge base (which includes upkeep of training materials and
records, finding innovative training methods etc.)
?Supports & designs ongoing and long-term improvement projects for career
development.
?Documents all business-related employee interactions.
?Reviews and analyses reports, records, and data to meet and exceed customer
and company objectives.
?Collaborates with all workgroups to resolve issues that impact internal and
external Customers.
?Establishes operational priorities and strategies to meet and exceed business
goals and Objectives.
?Effectively conduct meetings.
Relationship -
?Interpersonal Communication - Partners with Account Leads and employees
across the organization for a meaningful understanding of their requirements; and
effective delivery of these
?Customer Service Orientation - Maintains and advocates a cheerful and positive
attitude, ensuring that a welcoming environment is established and consistently
projected.
?Relationship Building - Establishes relationships and networks across a broad
range of people and groups both internally and externally.
?Teamwork and Cooperation - Works well with others towards achieving desired
results, clarifies goals and roles and initiates clarification and conflict resolution.
Desired/Preferred Qualifications -
?Must have a bachelor's degree in any stream.
?Certifications from LOMA & The Institutes is added advantage.
?Knowledge of Property & Casualty and Life and Annuities.
?Good critical and analytical thinking skills
?Effectively meets strict deadlines.
?Detail oriented and possess good organization skills.
?Effective written and oral communication skills and be able to maintain
confidentiality.
?Demonstrated PC knowledge including Windows, MS Applications - Microsoft Word,
Excel, and Outlook.
?Able to work rotational shifts with adherence to schedule a must, including
evenings, weekends and overtime as necessary.
?Willingness to render extended hour/s as the need arises.
?Experienced as a Training SME and Trainer for 4+ years

Skills Required