The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in transferring process knowledge and its related skills essential to accomplish tasks needed for production. It is also responsible for developing and improving the process-specific curriculum, conducting training needs analysis, creating content to meet the client-set updates, organizing cross- and up-skill training, and reporting to process owners.

1. Classroom Management 

• Conducts new hire interview and provide feedback to operations

• Conducts classroom process training/up-training/cross-skilling for new hires/tenured/transfer employees of the specific process

• Provides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e. Clinical Preprocess Training for USRN trainers)

• Monitors attendance during the entire process training

• Formulates effective exercises or assessments for essential learning improvements

• Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement

• Continuously plans and organizes the training course and design as suited to the needs of the process

• Ensure compliance to client and organizational policies and procedures

• Reports directly to the client the update of the training class or process clarification

• Deliberate new hires that needs support and coaching

• Monitor trainee’s post-nesting performance for the first 3 months after being endorsed to operations

• Establish and define the structure of the learning context

• Convey leadership to individuals and teams within scope

• Implement and demonstrate efficient training methods 

• Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs

1. Modules/Up-training/Initiatives

• Develop and implement an effective system for process updates as and when required by the process/clients

• Update Training curriculum on an ongoing basis 

• Design, update and/or prepare training/instructional materials, teaching aids and devices in accordance to client curriculum

• Conduct team huddle and provide floor and online support for process updates 

• Assist in assessing and addressing developmental/training needs of employees across the process through Training Needs Analysis

• Conduct follow-up training sessions to measure training effectiveness

• Collaborate with the quality and operations for process improvements

1. Individual Development (Production, QA Score)

• Contribute to production either through processing bills or cases, or taking inbound calls, in the absence of a training batch/requirement

1. Other Functions:

• Create training dashboard and attend in weekly/monthly business review

• Partake during client visits

• Support processes in migration phase

• Steps up for the process in the absence of the Assistant Manager

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• Excellent classroom management and training effectiveness

• Quality and precision of reports, deliverables and production

• Adherence to attendance and schedule

• Develop and implement effective system in cascading process updates

• Initiate proposal for process improvement

• Assess, evaluate and analyze training needs through follow-up sessions

• Strict compliance to client and organizational rules and directives

• Clients/customer relations at a professional level to guarantee client satisfaction

• Trainees, to evaluate training effectiveness, coaching and assessing work readiness 

• Team/s of Nurse Associates, to train, coach, conduct up-skilling or cross-skilling and assessing work readiness

• Quality team, to calibrate process, clarifying audits, identify challenges and top drivers, and cooperate with the process improvement

• Supervisor, to report performance, seek assistance and support for any training concerns, monthly evaluation of performance, develop training modules, and update of training curriculum

• Lead Assistant Managers and leaders, to identify training needs and follow-up

• Vendors, for reports, updates and presentation of business review

• Bachelor's degree in Nursing

• MUST HAVE active PHRN license

• At least 6 months of process training experience in a BPO setting. (Open to Nursing teachers)

Please refer to job description.