Deputy Manager - Quality & Service Excelllence

Job Description

Conduct Training need analysis of various functions within Home office Develop & enhance core competence of Home Office staff focused towards Customer Centricity Prepare training calendar for employee of Home office and ensure adherence to the programs and monthly PKT s Work with subject matter expert and liaison with content expert for effective pedagogy / approach Ensure effectiveness of the training programs through post workshop quality check Anchor the New employee Onboarding program for adherence and rigor Replicating best practices & programs to the numerous outsourced Business Partners through the TTT model Regular travelling to BP centers for checking the process, taking insights and enhancing overall process KEY RESPONSIBILITIES Assist in conducting training need analysis and identify Training gaps Design & Prepare training curriculum for New & existing employees Coordinate with Managers, Function heads to keep up-to-date with the business Handle the Operations Training Query management and be responsible for reply to queries and maintaining the Dashboard. Develop & enhance core competence of Home Office staff focused towards Customer Centricity & Agents Satisfaction Positively influence the NPS scores Initiate role based certification for HO Conduct training programs Induction of New Joiners Functional Trainings System Trainings Anchor On-job-training Behavioral Programs Drive training effectiveness of program through Participant Feedback Knowledge test / Assessments Gather insights / quality analysis and to refresh training Business Partner trainings Act as mentor for trainers of other business partner vendor trainers Conduct TTT & replicate & Drive best practices to ensure standardization and quality of programs Create Process Manuals, Intranet Sites for quality learning and constantly update Generate & publish MIS at the desired frequency Timely delivery of Ops Training material for HO Champion the digital effort of the department by driving e-Learning modules /EDMs / Videos for the department on Workplace and other intranet sites Handle all logistics and administration matters Measures of Success Training Programs conducted against plans Timeliness of delivery Coverage % across HO against target Business metrics as agreed NPS & Quality Scores Quality metrics achievement Feedback scores, Assessment uptake / pass % Supervisor feedback Accuracy and timeliness of MIS Query management System TAT and Quality Key Relationships (Internal /External) Regular connect with stakeholders at HO and BPs leaders Collaborate within teams / departments for interdependencies Key competencies/skills required Facilitative method of program delivery In depth Insurance knowledge & Operations functioning Ability to navigate through ambiguous scenarios Project Mgt & speed of execution Good Communication Skills Engage with stakeholders Skilled at analyzing & interpreting data Desired qualification and experience Graduate in any discipline At least 5-7 years of experience in Training, Operations, Customer experience Functional experience in content creation Master trainers certified ( TTT) with excellent facilitation skills