Lead Associate - Process Training

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable, We are spread across more than nine countries across North America, South America, and Europe serving various industries like Retail and Consumer Packaged Goods, and Insurance with Strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population having a strong multi-lingual population with English, French, Portuguese, Spanish, etc.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

ESSENTIAL DUTIES and RESPONSIBILITIES

• Work with Operations, Training and Quality teams to identify performance gaps from a training perspective
• Analyze performance gaps and provide recommendations to meet target metrics
• Responsible for content research, outline creation, development of training evaluation measures, training materials creation and knowledge assessment
• Deliver and facilitate training programs
• Training Governance
• Provide floor support and communication coaching to all employees including leadership and support
• Develop activities or modules to supplement existing programs or initiatives
• Demonstrate strong working knowledge of adult learning principles
• Gather data from operations to measure training program effectiveness
• Prepare training reports like training effectiveness measures, completion report, etc
• Analyze training effectiveness sores and propose improvement initiative

KEY COMPETENCY 

• Excellent verbal and written communication skills.
• Computer proficiency and working knowledge of Microsoft Office Word.
• Ability to work independently with excellent judgment.
• Must be a quick learner, able to multi-task, able to problem solve and the ability to keep information confidential.
• Strong skills in time management, organization, and problem solving required.
• Solid knowledge and experience in the US Healthcare vertical.
• Excellent facilitation skills with experience in conducting virtual training. At least 1 year of training delivery experience is preferred.
• Knowledge on MS Office Applications, especially Powerpoint, Word and Excel.
• Knowledge and experience in Effectiveness Measures for Training.
• Coaching/Mentoring Skills.
• Project Management Skills.
• Stakeholder Management Skills.
• Partnership and relationship building skills.
• English B2