Senior Manager

Role description

This role is primarily responsible for subject matter expertise on Insurance domain as well as developing and deploying digital (Data and AI in context of Digital Ops) and domain learning. She/He will be responsible for leading teams, liaising with leadership, conducting diagnostic and needs analysis, and aligning capability development plans to meet business needs and client expectations. This role is required to facilitate trainings on relevant domain topics. This person will also be responsible for leading research to identify and develop content on new capabilities. The role entails researching and responding to RFPs/RFI’s and presenting domain capabilities to internal leadership and external stakeholders during visits. Understand use of Data and AI in Insurance and how domain advancement and digital new skills can be leveraged in Insurance.

Essential Functions

• Lead initiatives for developing domain and Data and AI capabilities across Insurance functions
• Engage with leadership to define domain/digital capability development requirements, generate buy-in, rally internal and external stakeholders towards building the right capabilities for the vertical in context of Digital Ops
• Manage the change program to institutionalize domain capabilities, targeting differentiated needs across the various audience segments
• Identify, source and deploy tools, systems and resources needed by the company for ongoing development of domain capabilities
• Plan and deploy capability development curriculum, certifications, and calendar, develop new learning materials with domain capability as an outcome
• Curate learning resources on domain and digital capabilities from the open ecosystem available online and offline; define clear and structured learning paths from curated assets; deploy and track
• Drive domain and digital thought leadership through focused research, articles, case studies, industry interactions, and point-of-view sessions both internally and externally by EXL leaders
• Identifying the gaps between the desired state and the current state of knowledge and developing customized training curriculum that is scalable and provides EXL a competitive edge
• Training need analysis, researching, designing and developing content such as module outlines, presentations, trainer’s guide, participant’s guides and other training material
• Designing training aids like activities, role plays, case studies, etc. to make the training session livelier and more interactive
• Ensuring that the quality of content is maintained as per the targets assigned and should be in accordance with internal standards
• Identification of appropriate methodology for the implementation of training
• Ensure training and certification of trainers on the training modules
• Managing training material and content - regular reviews and updation
• End to end management of training programs i.e. Scheduling, Reporting, Dashboards, assessments etc.
• Delivery of pre-process domain trainings across verticals and curation of customized domain content inline with upcoming new business areas and Geos, also in F&A domain specifically
• Lead and represent domain capabilities and offering with external and internal stakeholders
• Maintain and ensure timely data collection, reporting to Business units and other internal stakeholders, as needed

Performance parameters

• Speed to execution, correct training needs estimation
• Driving and exceeding goals and functional targets on holistic capability development
• Speed, agility and initiative
• Quality and accuracy of deliverables
• Efficiency and effectiveness (result-orientation)
• Training delivery and certification of trainers
• Adherence to internal standards
• Adherence to timelines
• Interaction with the clients/ customer at an appropriate level to ensure high levels of client satisfaction
• Driving training content uptake for resources and maintaining high VOC on trainings delivered
• Business outcomes on critical skills build

Primary Internal Interactions

• Employees, for the purpose of designing, developing, and conducting training solutions and modules
• Managers and leaders, for the purpose of identifying the training needs and follow up
• CD Team, for the purpose of up-skilling and certification of trainers
• Supervisor, for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support, settling issues left unresolved, monthly evaluation of performance, updating training curriculum, trainer certification and for ongoing audits and feedback
• BHR teams and Transitions teams for ongoing requests and upcoming RFPs/visits
• Digital Operations delivery leaders for TNI/TNA and solution offerings creation

Primary External Interactions

• Business/ Clients, for the purpose of seeking feedback and incorporating the same into training modules, as and when needed
• Institute partners of CD for managing and running programs
• Vendors, for any material/ service availed
• Any/all additional prospective partners who might be needed to ensuring capability build across chosen service line

Skills

Technical Skills

• Good knowledge of MS Office suite applications like – PowerPoint, MS Word and MS Excel
• Internet usage and email access
• Working knowledge of tools, as needed for the role
• Knowledge of LMS and LXP

Process Specific Skills

• Good training/ presentation skills
• Deep domain understanding
• Content designing and development
• Excellent domain knowledge
• Ability to present the information in simple & easy manner
• Ability to understand and comprehend quickly
• Prioritizing customer needs
• Strong customer service focus
• Ability to assess learning needs, customize solutions and deliver

Soft skills (Desired)

• Good verbal and written communication skills
• Ability to do in-depth research and create articles
• Flexibility and urgency to handle pressure
• Self-disciplined and result oriented
• Data gathering ability/ Eye for detail

Soft Skills (Minimum)

• Ability to multitask
• Ability to approach problems logically
• Interpersonal Skills
• Feedback Skills
• Customer Service Focus
• Active listening skills
• Coaching and mentoring skills
• Presentation and Facilitation Skills
• Team work/ Managing Self/ Adaptability

Education Requirements

• Graduate in any stream
• Domain training related training background with any relevant domain certifications (P&C domain - CPCU, AINS, AIC, AU etc. and/or L&A domain – LOMA 280/281, 290/291 and/or F&A domain (AIAF, IFRS etc.)/+ Have extensive experience of delivery in the chosen SGU and IMU service lines
• Knowledge and understanding of vertical specific roles, functions and work items in Insurance

Work Experience Requirements

• Total work experience should be a minimum of 10 years of relevant work experience in conducting training and developing training curriculum/ in concerned domain vertical
• Current role/assignment Background in leading learning initiatives for domain (insurance) capabilities
• Experience in implementing or background of digital is added advantage