Being a fresh graduate with no experience, I started at WNS as an intern and got great industrial exposure along with the opportunity to explore diverse process functions, improve my skills, meet new people and have fun at the same time. With this foundation, I was able to begin my career as a senior associate at this very same place working under people, who were not just my managers but mentors as well. What I like most about working at WNS...

KRITI SHARMA, ASSISTANT MANAGER - OPS

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PURPOSE

Responsible for identification of training needs and design, implementation and delivery of process related training for employees across all levels / bands within the healthcare vertical

WORK EXPERIENCE

Minimum of 7 years of work experience with at least 4 years within the contact centre industry with strong exposure to healthcare domain

DUTIES / RESPONSIBILITIES

- Responsible for conceptualization, design and delivery of training programs for employees across all levels working within Healthcare vertical

- Driving Training Efficiency and Effectiveness through the Training Metrics

- Leading a team of training resources (core trainers, auxiliary trainers and managers) for design, development of materials and delivery

- Gain a deep understanding of the business, understand the needs of the business and develop refreshers, interventions and any other and proactively step in to offer solutions over a period of time

- Plan, execute and monitor all training & development interventions to enhance team and operational excellence

- Work closely with the clients, operations and quality teams in delivery of transition services during the stages of Sol ID, Onshore KS and Offshore KT

- Ensure adherence in delivery, communication and documentation to all statutory, corporate and legal requirements, both internal and external

- To be the owner of all process documentation including creation and maintenance SOPs, Process Maps, Facilitator Guides, Participant Guides and others

- Ensure that all training is delivered with utmost effectiveness with sufficient controls and checks to measure and deliver the same

- Identify potential trainers within the existing process, prepare relevant TNI's by using available resources, provide required training to improve delivery skill sets and manage the resources on an ongoing basis for all training needs

- To oversee the complete training requirements for any batch that undergoes training including infrastructure, trainer availability, content, training delivery and accreditation

- To ensure that all activities pertaining to ongoing knowledge management including PKTs, RCA, TNI, Refresher training is designed and implemented in line with the inputs and timelines from operations, quality and clients

- Adherence to the SHAPE Training Framework & Training Governance

QUALIFICATION

- Graduate in any field with strong knowledge of healthcare domain

SKILL SETS

Soft Skills Required skills:

- Excellent oral and written communication skills in English

- Strong leadership abilities

- Strong interpersonal and team skills

- Proficient with Microsoft Excel, Word and PowerPoint

- Detail oriented

- Customer focused

Behavioral Competencies

- Team player

- Exhibits high integrity in all given circumstances

- Ability to demonstrate excellence under stress

- Shows high level of commitment

- Enthusiastic and positive approach

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