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 FunctionsLead initiatives for developing domain and Data and AI capabilities across Insurance functionsEngage 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 OpsManage the change program to institutionalize domain capabilities, targeting differentiated needs across the various audience segmentsIdentify, source and deploy tools, systems and resources needed by the company for ongoing development of domain capabilitiesPlan and deploy capability development curriculum, certifications, and calendar, develop new learning materials with domain capability as an outcomeCurate 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 trackDrive domain and digital thought leadership through focused research, articles, case studies, industry interactions, and point-of-view sessions both internally and externally by EXL leadersIdentifying 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 edgeTraining need analysis, researching, designing and developing content such as module outlines, presentations, trainer’s guide, participant’s guides and other training materialDesigning training aids like activities, role plays, case studies, etc. to make the training session livelier and more interactiveEnsuring that the quality of content is maintained as per the targets assigned and should be in accordance with internal standardsIdentification of appropriate methodology for the implementation of trainingEnsure training and certification of trainers on the training modulesManaging training material and content - regular reviews and updationEnd 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 specificallyLead and represent domain capabilities and offering with external and internal stakeholdersMaintain and ensure timely data collection, reporting to Business units and other internal stakeholders, as neededPerformance parametersSpeed to execution, correct training needs estimationDriving and exceeding goals and functional targets on holistic capability developmentSpeed, agility and initiativeQuality and accuracy of deliverablesEfficiency and effectiveness (result-orientation)Training delivery and certification of trainersAdherence to internal standardsAdherence to timelinesInteraction with the clients/ customer at an appropriate level to ensure high levels of client satisfactionDriving training content uptake for resources and maintaining high VOC on trainings deliveredBusiness outcomes on critical skills buildPrimary Internal InteractionsEmployees, for the purpose of designing, developing, and conducting training solutions and modulesManagers and leaders, for the purpose of identifying the training needs and follow upCD Team, for the purpose of up-skilling and certification of trainersSupervisor, 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 feedbackBHR teams and Transitions teams for ongoing requests and upcoming RFPs/visitsDigital Operations delivery leaders for TNI/TNA and solution offerings creationPrimary External InteractionsBusiness/ Clients, for the purpose of seeking feedback and incorporating the same into training modules, as and when neededInstitute partners of CD for managing and running programsVendors, for any material/ service availedAny/all additional prospective partners who might be needed to ensuring capability build across chosen service lineSkillsTechnical SkillsGood knowledge of MS Office suite applications like – PowerPoint, MS Word and MS ExcelInternet usage and email accessWorking knowledge of tools, as needed for the roleKnowledge of LMS and LXPProcess Specific SkillsGood training/ presentation skillsDeep domain understandingContent designing and developmentExcellent domain knowledgeAbility to present the information in simple & easy mannerAbility to understand and comprehend quicklyPrioritizing customer needsStrong customer service focusAbility to assess learning needs, customize solutions and deliverSoft skills (Desired)Good verbal and written communication skillsAbility to do in-depth research and create articlesFlexibility and urgency to handle pressureSelf-disciplined and result orientedData gathering ability/ Eye for detailSoft Skills (Minimum)Ability to multitaskAbility to approach problems logicallyInterpersonal SkillsFeedback SkillsCustomer Service FocusActive listening skillsCoaching and mentoring skillsPresentation and Facilitation SkillsTeam work/ Managing Self/ AdaptabilityEducation RequirementsGraduate in any streamDomain 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 linesKnowledge and understanding of vertical specific roles, functions and work items in InsuranceWork Experience RequirementsTotal work experience should be a minimum of 10 years of relevant work experience in conducting training and developing training curriculum/ in concerned domain verticalCurrent role/assignment Background in leading learning initiatives for domain (insurance) capabilitiesExperience in implementing or background of digital is added advantage