USRN Lead Assistant Manager - Pasay - EXL Service Philippines, Inc.

Paglalarawan

Position Overview

The primary responsibility of this role is to work with the team of Assistant Managers to oversee the quality of deliverables, manage team relationships, and assess developmental/training needs of employees and processes.

The Lead Assistant Manager is always focused on achieving the organization's goals with effective delivery of its core competencies.

Essential Functions

1) Operations / Client Management

• Identifies the gaps between the desired state and the current state of knowledge and works with different departments in developing customized training curriculum that is scalable and provides the company a competitive edge
• Articulates performance expectations and team objectives while collecting and interpreting balanced measures to evaluate individual staff and team performance
• Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high-performing teams
• Selects staff using clearly defined requirements in terms of education, experience, technical, and performance skills
• Leads change efforts while managing transitions within a team
• Provides guidance, direction, and training to instructional designers, trainers, and Assistant Managers
• Analyzes situations, understands, sets, and manages expectations from the client and the business
• Develops and manages relationships with key stakeholders and aligns their efforts toward common business objectives
• Understands and anticipates client business needs, concerns, and issues, and monitors progress to achieve results
• Creates an internal environment where the client is the focus of the business through appropriate communication, recognition, and rewards
• Handles client feedback and escalations
• Ensures compliance with client and organizational policies and procedures
• Thinks of ways to enhance the client's business

2) Process Training Improvement

• Conducts training needs analysis; researches, designs, and develops content such as module outlines, presentations, trainer's guides, participant guides, and other training materials
• Manages training programs end-to-end
• Assists in assessing and addressing developmental/training needs of employees across the process
• Develops and implements an effective system for process updates as required by the process or clients
• Designs and/or enhances training and instructional materials, teaching aids, and devices
• Updates training curriculum on an ongoing basis
• Conducts training follow-up sessions and measures training effectiveness
• Works with stakeholders to create capability-building strategies based on communication-related skills needed to achieve organizational goals
• Designs training aids such as activities, role plays, and case studies to make sessions more engaging and interactive
• Ensures quality of content is maintained according to assigned targets and internal standards
• Identifies appropriate methodologies for training implementation
• Trains and certifies trainers on training modules
• Builds PPTs and other materials and participates in presentations to clients and internal customers

3) People Management

• Establishes an environment and work style that promotes teamwork, cross-product integration, and continuum-of-care thinking resulting in strong performance
• Creates a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance when needed
• Encourages and demonstrates respect for others and their contributions
• Effectively manages diversity within the team and demonstrates sensitivity and respect for cultural and business differences
• Provides coaching and feedback to team members; identifies development areas and helps individuals and teams improve performance and potential
• Proactively shares information, progress, and credit to reinforce teamwork
• Creates a healthy balance between individual and team performance
• Demonstrates strong interest in retention management and employee engagement and proactively develops improvement strategies

4) Other Functions

• Participates during client visits
• Monitors compliance and participates in audit presentations
• Steps up for the process in the absence of the Manager

Performance Parameters

• Excellent classroom management and training effectiveness
• Timely compliance and proper documentation of coaching and feedback forms
• Assessment, evaluation, and analysis of training needs through follow-up sessions
• Strict compliance with client and organizational rules and directives
• Maintains professional customer relations to ensure client satisfaction
• Demonstrates ability to anticipate potential problems and take corrective actions
• Strong understanding of end-to-end processes and critical performance parameters
• Adherence to attendance and schedule