Manager - Process Training

The Manager – Process Training is responsible for strategizing, designing, and delivering training programs that enhance the technical and domain competency of our employees in alignment with industry standards and client requirements. This role focuses on developing high-performing US healthcare operations and quality teams through robust onboarding, upskilling, and quality enhancement initiatives. The role also includes mentoring a team of trainers and collaborating with operations, quality, and HR teams.

Key Responsibilities

• Training Strategy & Planning: Overall training planning and execution including resourcing, skilling and other performance improvements strategies. Drives the skill development programs for the team that incorporate overall business objectives. Design and implement the overall domain and technical training strategy for New Hires, Refreshers and process changes. Conduct training needs assessments in collaboration with business stakeholders.
• Program Development & Delivery: Develop and update training content, manuals, and e-learning modules in line with current US healthcare guidelines. Oversee delivery of new hire training (NHT), refresher and cross-trainings. Ensure effective use of training tools.
• Team Leadership & Development: Primary role of leading the training department and provide coaching, support, and performance feedback to the team of technical and health care domain trainers. Build internal capabilities through Train-the-Trainer (TTT) programs. Align training KPIs with business goals and continuously track trainer effectiveness.
• Quality & Compliance: Collaborate with the Quality and Compliance teams to address audit findings and quality trends. Ensure all training programs meet HIPAA regulations, payer guidelines, and client-specific standards. Ensure effective data governance, reporting and measures program delivery quality, which ensures continuous improvement, maintenance, and adjustment in training program delivery.
• Stakeholder Collaboration: Partner with operations, client services, quality assurance, and onshore L&D to drive productivity and accuracy improvements through training. Present regular reports on training metrics and effectiveness to senior leadership. Support transitions and ramp-ups with customized training plans for new projects or client accounts.

Required Qualifications and Skills

• Experience: Minimum of 10 years of experience within a BPO setting, with specific experience in US healthcare processes (e.g., claims, prior authorization, revenue cycle management, life sciences).
• Education: Bachelor’s degree (BSC, B-Pharma, B. Com, BA, Nursing, Life Sciences).
• Knowledge: A strong understanding of healthcare regulations, compliance standards (like HIPAA), and industry-specific practices is essential. Strong leadership and team management skills. Excellent communication and interpersonal abilities. Proficiency in learning management systems and training software.
• Core Competencies: Strong leadership and team management skills. Excellent communication and interpersonal abilities. Proficiency in learning management systems and training software. Ability to work in a fast-paced, dynamic environment and manage under pressure. Working knowledge of MS Excel, PowerPoint & LMS Platforms. Certified Professional in Learning and Development or similar certification is a plus.