L1.5 – Assistant Trainer

L1.5 – Assistant Trainer

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Assistant Trainer’s Job Standards for 2010

Overview:

As the key interface between the Raters / Issuers and the Organization, UW Support Assistant Trainer ensures that all the critical work done by the raters are trained within the set timeframes with quality work been delivered by the end of the training period.

Based upon the goals outlined in this document, it is expected that each assistant trainer performs their role to the best of their ability, and follows departmental guidelines and procedures as directed by their Trainer.

Compliance in all areas of expectation is critical, and if areas of development exist, plans will be outlined and managed by the Trainer and improvement must be shown over reasonable and expected timeframes,

Below is an outline of goals for UW Support Assistant trainers with key descriptions and measurements for each expectation, along with weighting expectations as it affects performance reviews on the semi and annual period is provided.

Goals:

    1. Part of the Batch’s Quality (Until Signoff) Or Number of rating files completed 25%

    2. Quality control of files produced by operations 20%

    3. Completion of Monthly Product Knowledge Test 20%

    4. Documentation and Random Audits 20%

    5. Traits 15%

 Detail:

 Part of Batch’s Quality (25%)

To ensure the long-term profitability and stability of Vantage Agora, as well as the sustainability of the Deep South process, it is critical that each Assistant trainer exemplify an exponentially decreasing trend in error rates of his / her batch members and ensure that the batch portrays immense attention to detail.

The assistant trainer needs to ensure that the training batch members needs to be above 85% on the first month of Go live in Quality. A small section of trainees is specifically assigned to the Assistant Trainer by the trainer prior to commencement of the training session. The quality scores of this group will be derived by the trainer and the assistant trainer by having all the files rated / issued monitored. All the scores attained by the batch from the time they start producing live files till the end of the first month will be tracked and utilized for this purpose. At 6 month and year-end reviews, average semi-annual and annual scores will determine the Assistant trainer’s rating in this category.

Performance reports should be readily accessible, and performance improvement plans should be available when ever requested.

Teams Quality Score

Performance Review Score (Out of 5)

99% – 100%

5

<95%

4

<85%

3

<80%

2

<75%

1

 * When there is no training that is in progress the Assistant trainer will indulge oneself in Rating and will try to meet the following numbers

Productivity (No of Applications Completed) (25%)

An assistant trainer is expected to process applications against monthly and weekly targets set prior to each month, designed to achieve organizational results and revenue generation target, when there is no training session that in commencement. Assistant trainers are also expected to produce the maximum number of applications while balancing the quality of the business and the long-term profitability of the organization. It is of critical importance that the correct procedures and documentation practices are adhered to as will be assessed in underwriting evaluations.

The job and competencies of assistant trainers’ are easily quantified when benchmarked against realistically set targets, which can be easily extrapolated from production plans as outlined by our infrastructure and executive teams in conjunction with Deep South. The monthly targets will be determined based on the individual’s average file size. The category will decided based on the below matrix.

% VS Target*

Performance Review Score (Out of 5)

116% – 120%+

5

111% – 115.9%

4

100%-110.9%

3

90%-99.9%

2

<89.9%

1

 *Target will vary on a monthly basis depending on the influx of files

At 6 month and year-end reviews, semi-annual and annual scored will determine the Assistant Trainer’s rating in this category.

Quality control of the files produced by operations (20%)

 Any process would require a stringent mechanism that will always ensure that the product that is being delivered to the end customer is untarnished. To constantly ensure this is being done, an assistant trainer’s key responsibility is to have a pre-set number of files that is going out to the underwriters quality controlled. Once the files are quality controlled, an assistant trainer is to share this result with the operations team (Team Manager or the Assistant Manager) and the trainer.

% VS Target*

Performance Review Score (Out of 5)

116% – 120%+

5

111% – 115.9%

4

100%-110.9%

3

90%-99.9%

2

<89.9%

1

 *Target will vary on a monthly basis depending on the influx of files

 At 6 month and year-end reviews, semi-annual and annual scored will determine the Assistant Trainer’s rating in this category.

Completion of Monthly Product Knowledge Test (20%)

 In a constant effort, not only to provide exemplifying service to Deep South and its customers but also untarnished quality, it is mandatory for all the employees working on this process to be updated about the recent changes in the product and the process. To ensure all the employees are on the same page, trainer is responsible for creating product knowledge test papers for all lines of business have within the set time frames, evaluate the answers and provide appropriate feedback to the respective individuals if necessary.

All the tests need to be conducted within the last day of the respective month and the results must be collated and shared with the team within one week of conducting the test.

Delay in PKT

Performance Review Score (Out of 5)

0 Days

5

1 Day

4

2 Days

3

3-5 Days

2

Beyond 5 Days

1

 At 6 month and year-end reviews, semi-annual and annual scored will determine the Assistant Trainer’s rating in this category.

 Documentation and Random Audits (20%)

All process updates need to be shared and implemented with the entire team members only from Training. Sign off Sheets need to be documented appropriately with the signature of the team members. Random audits will be conducted to authenticate the awareness and implementation of the updates.

Any process changes that have been requested by the client must reflect on the updates tracker along with the updates and with version control maintained on the CP / SOP documents. This must be shared with the client and approval from the client need to be obtained and documented.

% of compliant documents

Performance Review Score (Out of 5)

99% – 100%

5

<96%

4

<94%

3

<90%

2

Less 90%

1

  At 6 month and year-end reviews, semi-annual and annual scored will determine the Assistant Trainer’s rating in this category.

 Traits

 Process Improvements

  • Must constantly analyze the process and figure more effective methods of managing the current business

  • Not only suggesting, but also should implement ideas of improvement

  • Post implementations he/she must study the results of the measure and improvise the same

 Initiative

  • Having a creative mind and developing new ideas that benefits the organization and the process

  • Does not give any excuses for failure or non completion of work responsibilities

  • Is dependable and shows considerable maturity in interaction with peers and direct reports

Motivational Activities

  • Must tirelessly work toward increasing the performance of the direct reports by encouraging them go beyond the call of duty

  • Should ensure that all his/her are actively participating in the daily operations by conducting motivational activities

  • Has to conduct team huddles everyday to ensure that team is driven toward meeting its targets

  • Has to conduct one-on-one meetings with each of the team members to ensure the monthly targets are discussed and ideas are shared with the them advising them as to how to improve their efficiency

Harsha

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