Communications Coach

Basic Function:

The role is primarily responsible for identifying ways for the support staff to improve their overall leadership capability skills. This may include behavioral, domain, and leadership training. This role is also responsible for designing and delivering high-performing learning solutions related to communication effectiveness. The job focuses on monitoring and reviewing the overall learning and development programs for effective and efficient operational planning and process management. The job also includes curriculum and content development, module designing, evaluating training feedback, and providing recommendations to further enhance the effectiveness of trainings. Furthermore, the role is to develop and enhance business talents and evolve future leaders. The primary interactions would include assessing, training, and mentoring leadership with periodic reporting to stakeholders.

Essential Functions:

1. Sample and evaluate language quality
2. 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
3. Work with stakeholders to create capability-building strategy based on communication-related skills identified as necessary to achieve overall organization goals
4. Conduct training needs analysis, research, design, and develop content such as module outlines, presentations, trainer’s guides, participant’s guides, and other training materials
5. Design training aids like activities, role plays, case studies, etc., to make the training session livelier and more interactive
6. Ensure that the quality of content is maintained as per the targets assigned and in accordance with internal standards
7. Identify appropriate methodologies for the implementation of training
8. Train and certify trainers on the training modules
9. Build PPTs and other materials and participate in presentations to clients/internal customers
10. Participate during client visits (presentation of communication programs)

Performance parameters:

1. Quality and accuracy of deliverables
2. Efficiency and effectiveness (result-orientation)
3. Training delivery
4. Adherence to internal standards
5. Employee satisfaction, people development, and morale
6. Good performance on any other function that may occur from time to time or as directed by the Supervisor
7. Build and maintain an atmosphere where coaching, counseling, and feedback are considered essential for better performance
8. Risk recognition, assessment, analysis, management, and mitigation
9. Demonstration of in-depth knowledge and application of various methodologies in relevant situations or phases

Primary Internal Interactions:

1. Employees, for the purpose of designing and developing training modules
2. Business managers and leaders, for the purpose of identifying training needs and follow-up
3. Team, for the purpose of up-skilling and certification of trainers
4. Supervisor, for the purpose of reporting performance, escalation handling, feedback and support, resolving team concerns, and monthly performance evaluation

Primary External Interactions:

1. Clients, for the purpose of seeking feedback and incorporating the same into training modules, as needed
2. Institute partners of the Learning Services Team to identify the right program or seek guidance
3. Vendors, for any material/services availed