Assistant Manager - Service Quality

Job Title:

Asst Manager SE

Level:

Hiring Location:

Chennai / Bangalore

Department/Group:

Service Excellence

Business Unit:

Healthcare

Travel Required:

Yes

Salary Range:

Sub Process:

Voice/Non Voice:

Claims & Enrolment

Non Voice / Voice

As per Pricing file Budget

Grade

Reporting To :

Senior Manager / DGM

Description

Learning and Development Activities:
1) Will own training delivery and outcomesfor coaching, leadership and management skills training. This position will be a key force in improving the skills of Associates at all levels in the project, supporting learners during training, and “walking the talk” through coaching and other support. The position will lead a team of trainers. In addition, this role will pitch in when needed to support new hire and other process training delivery for Associates, Leads and Managers.
2)Coordinate Trainingincluding communicating with appropriate business owners: project Leaders and Managers; Support Trainers; Subject Matter Experts, Leads and Associates to ensure all trainings are conducted on-time and with sufficient resources and facilities.

3) Learning Plan development and implementation for low-performing associates, leads and managers including coaching/mentoring as needed.
4) Training Administration and Reporting, Managing the training calendar, reporting on work outcomes and impact, scheduling, and partnering with site leadership to deliver all curriculum development, training and other learning intervention requests. This role will also include use of surveys, quizzes, performance metrics and other available tools to evaluate the effectiveness of training and assess new Associate learning and skill development. The person hired for this role must be able to utilize the learning management system and test practice environment.
5) Performance Consulting To provide candid, practical feedback on Associates behaviors and management skills of team members, sharing training outcomes and coaching assessments, and providing strategies for response and continuous improvement.
6) Content DevelopmentCreate training content as appropriate, and ensuring content properly reflects policies, processes and tools. This may also include modification of existing content, as well as creation of unique local content when required.

Quality Assurance Activities :

1) Will own the internal audit program and outcomes – inclusive of but not limited to - Sampling Strategy, Audit Checklist, Audit the Auditor Process, Gage R&R Process, Defect rebuttal process etc. This position will be responsible for the internal audit team.

2)Coordinate audit related activitiesincluding communicating with appropriate business owners: project Leaders and Managers; Support Trainers; Subject Matter Experts, Leads and Associates to ensure all audits are completed per contractual requirements.

3) Audit Administration and Reporting, Managing the audit samples per the audit calendar, reporting on work outcomes and impact, scheduling, and partnering with site leadership to deliver all internal audit requirements

4) Performance Consulting To provide candid, practical feedback on Associates behaviors and management skills of team members, sharing training outcomes and coaching assessments, and providing strategies for response and continuous improvement.
5) Remediation Planning & Implementation – Partner with Operations, Training, Process Excellence to formulate & execute effective remediation & provide meaningful results

Leadership Role Model; given the high-profile and high-impact nature of this position, the AM Trainer must be able to embody and evoke leadership and management skill at a role model level, delivering services and interacting with colleagues with integrity.

Travel required – Travel up to 50% required to other sites in the region

Basic Qualification

• 8 plus Years in Healthcare Domain

• Solid experience in training transformation activities and / or Quality Audit automation

• Bachelor’s degree or significant college course work, in communication, education or related field.

• Green Belt Certified

Reporting Structure

Reports to Manager / DGM in the function