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 transfer as may be required.

§ Create and deploy frameworks for instructional design and training evaluation

§ Work closely with Training Managers in the design and delivery of learning frameworks, practices and solutions during the development of the training program. Propose learning methodologies to best suit target audience.

§ Plan for resources (People and Infrastructure) in a timely manner to avoid delays and likely impact on business deliverables.

§ Manage budget for training tools and resources

§ Design and execute strong governance plans to communicate with the internal Customers, Stakeholders and Clients to gain information, feedback and approval.

§ Co-ordinate with other centres to share best practices, continuous improvement of content, delivery and ensure adherence to best practices identified in FSL training and on-job training.

§ Participate in key forums either at client site or any other site and be an ambassador of Firstsource on the whole for the program

§ Recommend solutions to complex problems while also accomplishing many projects and priorities day-to-day

REQUIRED KNOWLEDGE AND EXPERIENCE :

§ Graduate / Postgraduate with 15+ years’ experience – with atleast 12 years in healthcare (Payer)

§ Experience in creating and managing strategic learning frameworks and deploying new age learning tools / practices.

§ Experience in leading client interactions

§ Experience in working with diverse culture and multi-level Stakeholders.

§ Experience in developing and implementing training practices successfully across various client

§ Experience in transitioning new clients

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

§ Proficient in Microsoft Office Tools : Excel, Access, Word, PowerPoint, Visio and content creation software

REQUIRED SKILLS :

• Excellent communication & presentation skills.
• Planning and Execution skills.
• Training Delivery and Content Digitization
• Ability to proactively identify current and future needs
• Good Interpersonal skills and analytical skills
• Ability to manage Customer critical metric performance.
• Self-driven and Assertive
• Strong People Management Skills
• Experience in leading Learning teams across locations

REQUIRED COMPETENCIES :

⚠️ Disclaimer : Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.