Delivery Manager - Learning and Development, Revenue Cycle Operations

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Begin your leadership journey with Access Healthcare as an Delivery Manager for Learning and Development. We are always interested in talking to inspired, talented, and motivated people. Many opportunities are available to join our vibrant culture.

Work Location: coimbatore

The Position

The L&D manager will be responsible for providing leadership to the learning and development function and oversee the creation and delivery of all training programs in Coimbatore. The role is also responsible for measuring and reporting the ROI on the training to senior management.

KEY TASKS & RESPONSIBILITIES

  • Develop Training Programme:
    • Identify the training requirements from key stakeholders as well as job analysis, and appraisal and assessment feedback to develop an effective L&D strategy, focusing on training requirements at every level of the employee journey
    • Ensure that the L&D plan is aligned with the organization’s goals and objectives
    • Ensure the training plan includes all aspects of business requirements – orientation, HR policies and practices, core functional training, required system training, quality and information security training, client orientation and client-specific functional training, statutory/ regulatory training
    • Design and develop specific training programs such as performance improvement programs for non-performing employees, training the first-time managers, etc. with the best available resources
    • Responsible for the design and development of appropriate training schedules and plan based on the identified training needs
  • Training Execution:
    • Ensure all training setup including materials, systems, logistics, and resources are in place, and that appropriate agenda and the training resources are planned, assigned/ arranged, communicated, and delivered in line with the training plan
    • Conduct induction and orientation programs, LEAP 100, 200, and 300 programs (in-house people development programs) for targeted employees in the Coimbatore location
    • Responsible for program management of large-scale, multi-location training programs
    • Embrace different training methods, including e-learning, classroom training, demonstrations, on-the-job training, meetings, offsite training, workshops, and others
    • Working with third-party training providers and vendors
    • Ensure all training setup are regularly evaluated and maintained for effective on-going training programmes
    • Lead key organizational people development initiatives, leadership development, management-specific/ client-specific interventions as well as engage and collaborate with key stakeholders, L&D team, and external providers to incorporate suggestions, best practices, and make corrections to the existing plan
  • Post-training Management and Measurement:
    • Monitor and evaluate post-training effectiveness through 30-60-90 days assessment, reporting manager’s feedback, and self-assessment
    • Develop/ monitor the KPIs to clearly demonstrate the impact and experience of training delivered across various methods and levels
    • Ensure new joiners are supported and assisted until they get familiar with their respective teams and HR representatives
    • Review and update the competency framework to ensure it is current and delivers desired outcome for the overall business
  • Training Coordination and Support:
    • Foster communication and coordination with other departments to enable successful delivery of the training programme
    • Point of contact for training requests and inquiries from various functions in the respective location
    • Track training attendance, feedback, and record maintenance
    • Create/ oversee the development of training materials, online training modules, and other documentation
    • Review training materials and approve the appropriate content
    • Manage training facilitators, work schedule, absence, performance evaluation, provide feedback, and training
    • Provide training logistics support, budget allocation, course development, plan, schedule, delivery, and measure performance and cost management
  • Training Team Management:
    • Review the performance, analyze attrition, and identify improvement areas and implement required course corrections and improvements in the training team
    • Manage training budget and control the spending
    • Stay updated with the training trends, industry best practices, and developments, and share the insights with the team
    • Guide and direct the team with new change interventions and process improvements
    • Evaluate different training methods and programmes to measure the effectiveness and provide recommendations for decision making

KNOWLEDGE AND SKILLS

  • Proven experience in designing and executing large-scale training programmes
  • Accountable for training performance and managing escalations for the Coimbatore location
  • Excellent communication skills, both in written and verbal form, are mandatory to ensure clear and concise communication of information and instructions during the training programme
  • Proficient in the use of MS Word, MS Excel, and PowerPoint, which are necessary for the creation of training materials as well as reporting to senior management
  • Strong analytical and problem-solving skills to analyze the situation, assess the training requirements, and translating them into actionable initiatives.
  • Attention to details, strong negotiation and influencing skills, and ability to achieve win-win for both customer and for the organization
  • Possess excellent leadership, project management, and people management skills
  • Excellent interpersonal skills to build and maintain collaborative setting, build relationships with diverse people including internal/external organizations

Qualifications

  • Minimum 8 years of experience in BPO/ ITES industry with 3 years’ experience in behavioral training for mid-level supervisors
  • Experience in content development and e-learning modules preferred
  • Working knowledge on Learning Management System preferred

Travel

  • Travel from time-to-time to other offices in Coimbatore

Compensation

  • An attractive package will be crafted for the right candidate

About Access Healthcare

Access Healthcare provides business process outsourcing and applications services, and robotic process automation tools to healthcare providers, payers, and related service providers.  We operate from 12 delivery centers in the US, India and the Philippines, and our 8,000+ staff is committed to bringing revenue cycle excellence to our customers by leveraging technology, emerging best practices, and global delivery. To learn more about Access Healthcare, visit accesshealthcare.org.