Capability Development-Associate Director/ Director

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Position :-

Job location :

Experience :

POSITION DEFINITION:

This role will be responsible to lead the capability development teams across multiple clients/engagements. Is expected to strategize, implement, own and govern end to end learning interventions across all stages of the healthcare payer business. This includes identifying and assessing current and future training needs, continuously developing and improving training content and delivery methods, partner with content design team to create e-learning courses and work with internal stakeholders and clients to support in meeting key KPIs.

KEY ACCOUNTABILITIES/ RESPONSIBILITIES:

This leader of Training will be responsible for the following and will report into the Head of Capability Development for Healthcare

Payer

Build predictable insight models that lets the business stay ahead of curve

Meet KRA's as agreed and any that may get added due to business needs

Responsible for developing and maintaining a training and development strategy for the Business

Collaborate with teams across geos and verticals to share best practices and drive continuous improvement

To oversee and ensure delivery of key training and development projects

Provide strategic and tactical inputs to RFPs from a learning standpoint

Lead the Training function for migration of new businesses from the Client site to desired work location.

Execute projects on improving speed to competence.

Work closely with the Client to understand their product/service and then design/customize the training content to ensure efficient knowledge transfer as may be required.

Create and deploy frameworks for instructional design and training evaluation

Work closely with Training Managers in the design and delivery of learning frameworks, practices and solutions during the development of the training program. Propose learning methodologies to best suit target audience.

Plan for resources (People and Infrastructure) in a timely manner to avoid delays and likely impact on business deliverables.

Manage budget for training tools and resources

Design and execute strong governance plans to communicate with the internal Customers, Stakeholders and Clients to gain information, feedback and approval.

Co-ordinate with other centers to share best practices, continuous improvement of content, delivery and ensure adherence to best practices identified in FSL training and on-job training.

Participate in key forums either at client site or any other site and be an ambassador of Firstsource on the whole for the program

Recommend solutions to complex problems while also accomplishing many projects and priorities day-to-day

REQUIRED KNOWLEDGE AND EXPERIENCE:

Graduate/Postgraduate with 15+ years experience with at least 12 years in healthcare (Payer)

Experience in creating and managing strategic learning frameworks and deploying new age learning tools / practices.

Experience in leading client interactions

Experience in working with diverse culture and multi-level Stakeholders.

Experience in developing and implementing training practices successfully across various client

Experience in transitioning new clients

Provide strategic and tactical inputs to RFPs from a learning standpoint

Proficient in Microsoft Office Tools: Excel, Access, Word, PowerPoint, Visio and content creation software

REQUIRED SKILLS:

Excellent communication & presentation skills.

Planning and Execution skills.

Training Delivery and Content Digitization

Ability to proactively identify current and future needs

Good Interpersonal skills and analytical skills

Ability to manage Customer critical metric performance.

Self-driven and Assertive

Strong People Management Skills

Experience in leading Learning teams across locations

REQUIRED COMPETENCIES:

Business Foresight Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities.

Influencing & driving excellence

Managing Learning Transformation Ability to work and lead transformations in a dynamic environment.

Fostering partnerships with internal and external stakeholders

Working across boundaries collaborative working towards a One Firstsource identity

Decision making & Solution oriented skills.

Data orientation and strategic approach

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Contact details

Reena Baldota

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