REPORTS TO: Director of Operations
Manages the day-to-day activities of Technical Training and
Procedural Documentation related to Operational functions performed on the company system.
Individual is responsible for strategic direction and execution of plan for related
initiatives to ensure quality training metrics are met to customer satisfaction.
Develop and implement
effective training and documentation processes and standards to satisfy customer
Provide oversight, coaching and
mentoring within Training and Documentation teams.
Establish and monitor performance
measurements and criteria for team members.
Partner with Audit Manager to modify
procedures or training based on trends or issues identified.
Create training curriculum for
classes, as necessary based on work volumes, including actual training delivery (as
Develop and execute project plans,
Establish and maintain training
plans for both current customer/users and potential new customer implementations.
Identify training opportunities for
staff to enhance skill sets and improve outcome to customers.
Ensure any out-of-scope client
activities are properly coordinated with the Account Team.
Special projects as requested.
SKILLS AND ABILITIES
ability including teambuilding and mentoring.
Proven skills in the areas of
decision-making, organization abilities, planning and project management .
Ability to make decisions
independently and work within a team environment.
Strong analysis and problem solving
Excellent communication and customer
service skills; consultative experience desirable.
Experience and understanding of
training tools and techniques.
Demonstrated ability to develop strategic plans and execute tactical plans.
Strong experience managing,
designing or implementing technical training programs for specialized or propriety
metrics, service level agreements, or customer satisfaction programs.
QUALIFICATIONS and EDUCATION
Five years middle to
senior management experience, including direct supervision of professional staff.
Minimum 7 years training and
development experience in a corporate setting with an emphasis on operations curriculum
for hourly staff.
Computer literate in basic office
software (MS Office) and software related to Training or Documentation.
Familiarity with the
implementation/introduction of various tools for the development and management of
training content and documentation, e.g. RoboDemo, WebEx, Camtasia.
Prefer managed health care