Lead Assistant Manager

This role is required to manage the team as well as the delivery of Preprocess and Process Trainings to all EXL employees. The job also includes evaluating training feedback and providing recommendations to further enhance the effectiveness of training. The primary interactions would include coaching and mentoring of the Operations trainers and managing and reporting. This role also involves designing and developing pre – process, Onboarding and /or specialized training modules after need assessments for all Processes at EXL.

Essential Functions

• 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. in order to make the training or onboarding 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
• Training and certification of trainers on the training modules
• Managing training material and content - regular reviews and updating
• Building PPTs and other material and participate in presentation to the client/ internal customers
• Provide guidance, direction, and training to instructional designers and trainers
• Conduct verification and re-verification of trainers in the department
• Handle administrative tasks with respect to training & certification
• Undertake research for the purpose of creating value to the business and driving business results
• Convert research into knowledge and disseminate to the businesses

Performance Parameters

• 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
• Employee satisfaction, people development and morale
• Good performance on any other function that may occur from time to time or as directed by the Supervisor

Minimum Requirements

• Matric/ Grade 12

• Minimum of 5-6 years' experience as a Team Leader in the BPO environment.

* In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups and in line with EXL’s EE targets *