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

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