Deputy General Manager - Process Training - US Healthcare/BPO Process

Mandatory :

- Ideal candidature would be minimum 10+ years' experience in US Healthcare/BPO Process

- Training WITH MIN 15-17+ years over all experience, with 5+ Years in Training Leadership roles.

Objectives and Responsibilities of DGM Training : The resource would be part of a dynamic team which will be working with the other members of the Training, Operations, and the Quality teams to manage conduct of new hire training, while also being responsible for the quality performance of the newly trained resources by planning and executing various interventions during the on-the-job training phase.

An approximate list of responsibilities is appended below (but not limited to) :

- Overseeing & Managing the Training budget along with the Training ROI

- Managing Training Operations & partnering with Operations.

- Driving key initiatives & continuous improvements across the identified LOBs

- Making sure the Training VOE & Stakeholder feedback are taken care off

- Developing the Team members for future growth

- Managing attrition and ensuring the batch throughput is as per the business targets and maintain healthy first pass yield (as per defined targets)

- Managing batch productivity & batch quality till the 90 days post classroom training

- Establishing and leading a review cadence, create performance benchmarks to measure and report to management

- Managing & working with clients, internal teams to drive Content Change management, Effectiveness and Availability

- Identifying and managing stakeholders by establishing requirements, performance reviews, collating feedback and drafting improvement plans where necessary

- Investing a substantial amount of time into self & team/ people development, by way of upskilling, cross skilling, and formalized individual development plans

- Initiating or being a part of major improvement initiatives towards betterment of training practices, measurement, and overall process improvement

- Leading a team of trainers & master trainers towards achieving laid down team goals & objectives

- Responsible for driving constant content review, analysis, and improvements where necessary

- Implementing cost control through optimization of resources such as trainer availability, batch handover timelines, return on investment etc.

Leading People :

- Inspirational Leadership

- Lead from the front as the SME of the Function

- Design & Drive People Metrics

- Promoting Diversity & Inclusion as per Organizational Culture

- Mentoring & Coaching Operational & Leadership values

- Improve employee retention and enhance employee engagement.

- Succession Planning

Qualifications & Mandatory Skills :

- Graduation / Postgraduate / with any Training Certifications

- Displays High Level of Communication Skills

- Extensive experience in US Healthcare/BPO with Ideal candidature would be minimum 10+ years' experience in U.S Healthcare BPO Process Training WITH MIN 15-17+ years over all experience, with 5+ Years in Training Leadership roles. (Payer)

- Experienced in transitioning from traditional to digital learning experience for across the Organisation.

- Hands- on exposure in identifying, defining, and articulating technology system requirements to support learning and talent development solutions

- Thorough understanding of US health care (ERISA/HIPAA/State Mandates) - Not Mandatory

- Sound knowledge of training delivery and facilitation including in virtual environments, developing learning assets using multiple delivery options and media.

- Proven participation on Training Improvements Projects.

- Demonstrate research and analytical skills in evaluating effectiveness and effort of learning Programs.

- Awareness of ISO, ISMS & other Compliance and Audit Parameters

- Astute understanding of MS Office Tools

- Displays a High Level of Integrity and Maturity

- Displays high level of People Management practices