Max Life Insurance - Chief Manager - Training

Position - Chief Manager - Training

Department - Operations 

Function Operations - Training

Reporting to AVP-Operations 

Band 4B

Location - Gurgaon 

Team size (D/I) D: 4, I: 2

JOB SUMMARY

- Lead the entire Operations Training for Field, Home Office Business Partner's and SPARC.

- Lead Transformational Programs across Ops & Service vertical

- Initiate TNI and gather business and employees needs and develop programs accordingly

- Conceptualize, strategize interventions on Functional, SPARC and Behavioral aspects.

- Creation & tracking of Learning Roadmap for Operations, SPARC and Business Partners.

- End to end Vendor & Logistics management (Internal & External)

- Represent Ops in Synergy Projects across Max Group wrt Learning & Development initiatives

KEY RESPONSIBILITIES

- Responsible for driving functional training on Process, Product, Documentation, Systems, Assessments, New release, Dynamind Mailers etc. Home office Field and Business Partners

- Coordinate with L&D & MDP Team for organizing various need based programs for capability building - and also for planning transformational programs along with Head of Operations

- Leading the entire SPARC piece for training and working closely Head - SPARC channel to close end to end training programs at home office and field.

- Calendarisation, scheduling of sessions and arranging the logistics for smooth functioning of Training interventions

- Coordinate with Procurement and Vendors to ensure cost effective venues for conducting workshops

- Assist in creating Process Manuals, Intranet Sites, Learning Management System (LMS) and promote e learning options to enable quality learning with regular Updation of Content

- Implementation of training procedure as per Process Map & ISO Standards

Key Relationships (Internal /External)

Internal : Functional Heads, Zonal Heads, Ops & Service Head

External : Service Providers- stakeholders, External Vendors

Desired qualification and experience

- Post Graduate preferably MBA

- At least 7-9 years of experience in training & development, Operations, preferably in skills and on-the-job training. Should also have some Measures of Success

- Functional MOS agreed for each module to be achieved e-g NPS improvement, S2R / S2S, Surrender Retention, SPARC conversion etc

- 100% training coverage for

SPARC /BPs employees- .i.e. home office and field.

- Minimum 80% of Operations employees to undergo at least one MDP Program in a year.

Trainers to get TTTized for one cross functional MDP program and independent delivery.

- Number of Training Programs

Rolled out and Feedback scores of minimum 4.5

- Adherence to training roadmap for each dept

- Quarterly Inquizzitive assessment for 100% of employees and > 95% pass

- Dynamind query resolution as per TAT.

Key competencies/skills required

- Strategic Thinking

- Drive & Achieve results

- Excellent Facilitation Skills

- Independent delivery of workshops

- In depth knowledge of Operations

- High process orientation exposure to documenting processes

- Should possess excellent Facilitation skills, Expertise in Content Development

- Experience of delivering Behavioral, Team Bonding and Customer centricity workshops

- Experience of leading and designing Transformational & LSIP workshops

- Vendor Management Skills, Exposure to budgeting & planning Interpersonal Skills

- TTT Certified

- Excellent Communication Skills

- High on Customer Centricity

- Lead Self & Others

- Managing Ambiguity

- Content development expertise