Associate director- quality(us healthcare)

About Firstsource :

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies

POSITION DEFINITION :

This role will be responsible to lead the capability development teams across multiple clients / engagements. Is expected to strategize, implement, own and govern end to end learning interventions across all stages of the healthcare payer business. This includes identifying and assessing current and future training needs, continuously developing and improving training content and delivery methods, partner with content design team to create e-learning courses and work with internal stakeholders and clients to support in meeting key KPIs.

KEY ACCOUNTABILITIES / RESPONSIBILITIES :

This leader of Training will be responsible for the following and will report into the Head of Capability Development for Healthcare

§ Oversee all Training needs within all Firstsource Healthcare Payer Training Operations

§ Build predictable insight models that lets the business stay ahead of curve

§ Meet KRA’s as agreed and any that may get added due to business needs

§ Responsible for developing and maintaining a training and development strategy for the Business

§ Collaborate with teams across geos and verticals to share best practices and drive continuous improvement

§ To oversee and ensure delivery of key training and development projects

§ Provide strategic and tactical inputs to RFPs from a learning standpoint

§ Lead the Training function for migration of new businesses from the Client site to desired work location.

§ Execute projects on improving speed to competence.

§ Work closely with the Client to understand their product / service and then design / customize the training content to ensure efficient knowledge