The primary role of the job is to manage process trainers aligned to the process. The job focuses on coaching and mentoring process training leaders, facilitate training classes as needed, administer Training Needs Analysis and come up with action plans to address knowledge gaps. The job also focuses on aligning and coordinating with support members and leadership, and on assisting the team with all training requirements.
Responsibilities
Classroom Management/Modules/Up-training/Initiatives/Quality
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Help the Senior Training Manager oversee or coordinate the different training requirements for the program and its projects in the assigned account/s.
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Monitor, coach and mentor trainers to help develop the required skill sets
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Develop training materials, activities and assessments.
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Facilitate training classes as needed
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Help the Senior Training Manager and/or AVP gather, measure and analyze data to gauge the effectiveness of the training program and its parts/projects on a regular basis.
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Conduct trainer interviews and strengthen bench resources through the Training Apprenticeship Program
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Protects the confidentiality of client and adheres to company policies regarding confidentiality.
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Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
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Ensure compliance with internal policies and procedures, external regulations and information security standards.
Competencies Required:
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Excellent communication and organization skills
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Very good coaching and training skills
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Ability to communicate effectively to a variety of audiences
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Ability to provide and support a vision and direction
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Ability to implement projects with the highest degree of professionalism and ensure follow through and evaluation of their effectiveness
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Ability to work with minimum supervision and in a continually challenging environment
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Ability to analyze learning needs and assist in the development of customized modules and initiatives
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Accepting a high degree of responsibility and accountability for others as well as for self
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Deep understanding, appreciation and demonstration of world-class customer service
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Understanding of end-to-end processes and appreciation of customer experience’s impact on critical parameters
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Knowledge of MS Office – Excel, PowerPoint, Word
Eligibility Criteria:
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Open External and Internal
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Minimum of 1 year Insurance or Healthcare experience is a must
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IJP is open to all Lead Assistant Managers
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Internal Candidates must have minimum 24 months tenure in EXL and in the current role.
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Should not be on PDP/Disciplinary action within 6 months from date of NOD. Please see Progressive Disciplinary Policy for further details.
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Should not be on PIP during the time of application.
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Candidates must have 3.5 & above rating (Goal & Competency or Composite Rating)
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Must have no issues on Attendance and Reliabilities.
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College graduate – preferably Nursing, Psychology, Mass Communications, or Education.
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Positive feedback from local leadership and their leadership teams.
Skills Required
- Minimum 1 year insurance or healthcare experience
- College graduate
- Degree in Nursing, Psychology, Mass Communications, or Education
- Knowledge of Microsoft Excel
- Knowledge of Microsoft PowerPoint
- Knowledge of Microsoft Word
- Very good coaching and training skills
- Experience developing training materials, activities and assessments
- Ability to facilitate training classes
- Must have 3.5 & above rating (Goal & Competency or Composite Rating)
- Not on PDP/disciplinary action within 6 months
- Not on PIP during application
- Minimum 24 months tenure in EXL and in current role (internal candidates only)
- No issues on attendance and reliabilities
- Positive feedback from local leadership and leadership teams
EXL Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about EXL and has not been reviewed or approved by EXL.
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Healthcare Strength — Medical plan options include HSA, HRA, and PPO choices, with additional health-related programs such as disability coverage and an employee assistance program. Feedback suggests these options provide meaningful flexibility and coverage breadth for many roles.
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Leave & Time Off Breadth — Up to 20 days of paid time off, plus federal holidays and paid sick and safe time, are highlighted. Feedback suggests this leave structure is a notable benefit alongside core compensation.
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Retirement Support — A traditional and Roth 401(k) with up to a 3% company match and full vesting after one year is described. Feedback suggests this match and vesting timeline help bolster long-term savings.
EXL Insights
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
