Associate Director Process Training

About Sagility

Sagility is a tech-enabled BPM services provider, a thought partner providing a broad spectrum of transformational services, to enable our clients provide efficient and hi-quality care across the healthcare system.

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. We optimize the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics.

Leading industry analyst firms have consistently cited our service excellence, breadth of offerings, and ability to execute. The most recent being recognized as a leader for Healthcare Payer Operations in 2022 as a part The Healthcare Payer Operations PEAK Matrix Assessment report by Everest Group. To learn more about our recognitions please visit our AWARDS SECTION

We have 35,000+ employees in 15 cities across 5 countries India, Philippines, USA, Jamaica, and Colombia.

About Sagility Technology

We are the technology wing of Sagility, providing a complete solution that encompasses people, process, and technology platform improvements. Equipped with a strategic solutions mindset, our core focus is on what most benefits the client. Sagility Technology uses a holistic consulting approach to identify the root causes of healthcare payer and provider pain points, analyze the issues and create custom solution roadmap to improve efficiency, engagement, data management, and overall processes.

About Sagility Care Management

A technology-enabled care management services arm of Sagility focused on applying whole-person interventions to improve healthcare outcomes, reduce costs, and increase satisfaction.

Job Title: Associate Director Training

Reporting to: Director / Senior Director

Location: Bangalore

Working Days: 5 Days a Week

Shift: U.S Shift (4:30 PM 1:30AM)

Company URL:

Mandatory: Ideal candidature would be minimum 7-8+ years experience in U.S Healthcare Process Training WITH MIN 12-14+ years over all experience, with 3-4+ Years in Training Leadership roles.

Objectives and Responsibilities of Associate Director 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 with Ideal candidature would be minimum 7-8+ years experience in U.S Healthcare Process Training WITH MIN 12-14+ years over all experience, with 3-4+ Years in Training Leadership roles.

• Experienced in transitioning from traditional to digital learning experience for across the Organization. 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

Additional Good to Have Skills

• Eye for detail
• Facilitation skills (Group & Individual)
• Exceptional communication skills
• Feedback & coaching Skills
• Deep understanding of operational metrics & targets
• Experience of continuous process improvements would be an added advantage
• Should be adept at planning & organization
• Have thorough knowledge and understanding of global training practices and methodologies
• Strong people management skills and being result oriented

Desired eligibility criteria

1.

Assistant General Manager Training must possess good analytical and planning skills to assess training needs and develop programs to meet those needs. They meet Operations managers and supervisors to assess the training needs of individual departments. They must also evaluate the competency levels of individual trainees so that they can work with employees with different knowledge and skill levels.

2.

• Assistant General Manager Training must have excellent presentation skills to present training programs (when necessary)
• They must have comprehensive knowledge of the topic they are discussing so that they can communicate the correct information and handle any questions from trainees
• She/ He must have good interpersonal and observational skills so that they can assess trainees understanding and progress, and make any necessary adjustments to the program

3.

• The General Manager Training must have the administrative skills to manage training programs and exceptional people management skills. They should be able to evaluate the outcomes of training sessions and maintain records of trainees progress and achievements.
• They must also monitor training costs against budgets and ensure they make the most efficient use of company resources.

4.

• Ability to evaluate and maintain the recency of all training materials, learning tools & simulations
• Ensuring that the content for training new hires is current and consistent with the needs and the purpose of the business. Measure of content effectiveness to be gauged by a combination of parameters:

a. Certification Pass%

b. On the Job Training Pass %

c. On floor defects of new hires on account of knowledge ambiguity (gauged through quality interventions)

d. Improving Ramp phase performance

• Ensuring that the learning content on the LMS is readily available based on the day wise curriculum/ agenda for the ongoing batches. Reporting inadequacies on a timely manner to immediate supervisor

5.

• Assistant General Manager Training to drive for the batches to be handed over to operations as per the go-live plan with 100% certification
• Work closely with quality & operations to conduct refreshers and upskill training as per requirement
• Have a keen eye in order to be able to amend the process documents with relevant updates and ensure that the same is cascaded to the team (if need arises)
• Should coach and mentor the team on the floor to bridge knowledge gaps
• Responsible for conducting regular knowledge check through assessments and provide POA
• Should be thorough on organization policies and procedure, especially concerning performance improvement & people handling

VISIONARY COMPETENCIES:

Competency

Definition

Uses Sound Judgment & Makes Decisions Wisely

Surveys a situation quickly and grasps the issue or problem by asking probing questions. Develops sound business recommendations to achieve progress on global issues. Recognizes limits in resolving complex issues and teams with appropriate personnel to resolve issue. Reviews decisions to evaluate impact to long range goals.

Shows Initiative

Develops and leads the vision for the organization that will create an environment of empowerment and excellence. Ensures that management understands and is equipped with the necessary tools to lead. Looks for new ways to contribute to the business.

Promotes Teamwork

Shares in-depth knowledge about the global environment to expand team understanding of relevant issues. Leads team supporting global initiatives. Participates in and facilitates internal and external collaborative efforts and arrangements.

Communicates Effectively

Provides clear understanding of job priorities and expectations. Practices attentive and active listening. Conveys information to all levels of the organization. Leads and facilitates internal and external meetings.

Embraces Differences

Recognizes and models an understanding of the business value of diversity in team members. Assigns initiatives aligned with team members differences in strengths. Understands multiple voices create new ideas, new services and out of the box thinking.

Drives Customer Focus

Establishes alliances with key customers and stakeholders. Drives the company strategies to focus on customer needs. Builds organization structures aligned with customer needs.

Your life with us:

Sagility believes in Doing Right by its People.

We believe in providing strong growth opportunities, multiple training programs to support your learning curve, exposure to large international clients and access to advanced technologies and solutions at your disposal - so that you can focus on making a difference through your role.

We are an inclusive, open, and welcoming organization where our people are at the heart of everything that we do. We believe in giving back to the local communities in which we operate. We have strong rewards and recognition platforms, programs where your ideas can turn into reality.

We respect the need for a composite life and to encourage the same, we have employee friendly leave policies for the much needed down time and a lot more. Our medical insurance coverage is one of the best in class, covering you and your family when you need it. Last but not the least, we have lots of fun everyday through our wellbeing programs, talent shows, engagement activities - it’s an endless list!