Lead Assistant Manager-Training-Capability Development

Exl Service; Cape Town; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading service provider in South Africa is seeking an individual with expertise in the Insurance domain. The role involves leading training initiatives, liaising with stakeholders, and developing domain learning capabilities. The ideal candidate will have a background in domain training and excellent communication skills. This position promises a collaborative environment where impactful training is prioritized.

Qualifications

• Domain training related background with relevant domain certifications.
• Knowledge of vertical-specific roles in Insurance.
• Ability to assess learning needs and customize solutions.

Responsibilities

• Lead initiatives to develop domain capabilities and engage with leadership.
• Manage change programs targeting differentiated needs.
• Drive research to identify and develop training content.

Skills

Excellent training and presentation skills

Effective communication

Research capability

Customer service focus

Content designing and development

Education

Graduate in any stream

Tools

MS Office Suite

Job description

Job Description

This role is primarily responsible for subject matter expertise on Insurance domain as well as developing and deploying domain learning.

The position involves leading teams, liaising with leadership, conducting diagnostic and needs analysis, aligning capability development plans to meet business needs and client expectations, facilitating trainings on relevant domain topics, leading research to identify and develop content on new capabilities, researching and responding to RFPs/RFIs and presenting domain capabilities to internal leadership and external stakeholders during visits, and having an understanding of digital in Insurance and how domain advancement and digital new skills can be leveraged in Insurance.

Responsibilities

• Lead initiatives for developing domain capabilities and engage with leadership to define domain/digital capability development requirements, generate buy-in, rally internal and external stakeholders towards building the right capabilities for the vertical.
• Manage the change program to institutionalize domain capabilities, targeting differentiated needs across various audience segments.
• Identify, source, and deploy tools, systems and resources needed for ongoing development of domain capabilities.
• Plan and deploy capability development curriculum, certifications, and calendar; develop new learning materials with domain capability as an outcome.
• Curate learning resources on domain capabilities from the open ecosystem available online and offline; define clear and structured learning paths from curated assets; deploy and track.
• Drive domain and digital thought leadership through focused research, articles, case studies, industry interactions, and point‑of‑view sessions both internally and externally by EXL leaders.
• Identify gaps between the desired state and the current state of knowledge and develop customized training curriculum that is scalable and provides EXL a competitive edge; conduct training needs analysis, research, design, and develop content such as module outlines, presentations, trainer's guide, participant's guides and other training materials.
• Design training aids like activities, role plays, case studies, etc. to make the training session livelier and more interactive.
• Ensure that the quality of content is maintained as per the targets assigned and should be in accordance with internal standards.
• Identify appropriate methodology for the implementation of training.
• Train and certify trainers on the training modules.
• Manage training material and content—regular reviews and updates.
• End‑to‑end management of training programs, including reporting, dashboards, assessments, etc.
• Deliver pre‑process domain trainings across verticals and curate customized domain content inline with upcoming new business areas and geographies.
• Lead and represent domain capabilities and offerings with external and internal stakeholders.
• Maintain and ensure timely data collection, reporting to business units and other internal stakeholders, as needed.
• Drive training content uptake for resources and maintain high VOC on trainings delivered; achieve business outcomes on critical skills build.
• Work efficiently and effectively with quality and accuracy of deliverables; adhere to internal standards, timelines, and customer satisfaction.

Qualifications

• Graduate in any stream.
• Domain training related background with any relevant domain certifications.
• Knowledge and understanding of vertical‑specific roles, functions, and work items in Insurance.
• Good knowledge of MS Office suite applications such as PowerPoint, Word, and Excel; internet usage and email access.
• Working knowledge of relevant tools required for the role.
• Excellent training and presentation skills, content designing and development.
• Excellent domain knowledge and ability to present information in a simple & easy manner.
• Strong customer‑service focus and ability to assess learning needs, customize solutions and deliver.
• Soft skills: good verbal and written communication, research capability for articles, flexibility and urgency to handle pressure, self‑disciplined and result‑oriented, data‑gathering ability, eye for detail, multitasking, logical approach to problem solving, interpersonal, feedback, active listening, coaching, mentoring, facilitation.