Senior Training Specialist - Insurance Processes

Job Description

To identify training needs and manage / co-ordinate / plan / deliver and monitor process training & upskilling programmes for all employees

Key Responsibilities : - Ensuring strict and absolute compliance to the training governance plan of the business

• Identifying training and development needs through Product Knowledge Tests & Quality defect analysis
• Conducting brainstorming and Root Cause Analysis sessions to scope developmental needs
• Disbursing Product & Process updates in line with training governance
• Co-ordinate / conduct refresher training based on TNI
• Conducting appraisals
• Devising individual coaching / learning plans
• Creating / updating training materials for in-house courses including but not limited to Facilitator Guides, Participant Guides, Process Maps and Detailed Process Manuals
• Supervising training delivery during new hire and project transition periods
• Measuring training effectiveness and maintaining all required Training MI, including but not limited to, daily, weekly, monthly reports and dashboards as outlined by training governance
• Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers
• Evaluating trainers and training & development programmes through classroom observation sessions
• Responsible for and managing, maintaining and allocating all training material & resources as applicable (training rooms, stationery etc.)
• Deliver one on one coaching and provide feedback whenever required
• Ensure training plans in place, Training docs like SOP's, process maps's
• Ensure timely sign off / accreditation of the staff in training
• Manage 30-60-90 day performance for the staff signed off
• Ensure ramp-up targets for the new learners into productivity

Qualifications

Graduate minimum

Post Graduate preferable Previous Training experience mandatory especially around migrations of new process and operations know how into customer service Min 6 years into BPO & Min. 3 year in training