Responsibilities
* Timely and effective delivery of induction programmes globally.
* Engagement and completion rates for LMS-based training.
* Quality improvement metrics from audits.
* Positive feedback from training sessions and development programmes.
* Contribution to employee engagement and recognition.
* Alignment of learning initiatives with business needs and strategic objectives.
* Design and deliver onboarding programmes for operational teams across global locations including Assistance, Government/Healthline, IPMI, GMA, and Humanitarian Assistance.
* Maintain and enhance induction modules, ensuring they remain relevant, accurate, and consistent across all regions.
* Support ongoing development through tailored learning plans, workshops, and reflective case reviews that promote continuous improvement.
* Facilitate coaching and quality assurance activities, including call and case audits, providing timely and constructive feedback aligned with service standards.
* Conduct monthly call audits and coaching sessions to drive consistency and elevate customer interaction quality.
* Lead case audit processes for contractual clients, delivering actionable insights for service improvement.
* Oversee leadership development programmes, ensuring they evolve to meet future capability needs.
* Manage the Litmos Learning Management System (LMS), including course creation, user administration, and reporting.
* Coordinate employee engagement and recognition initiatives, including SAR responses and language assistance.
* Support compliance training rollout and tracking across departments.
* Analyse customer satisfaction data to inform training and service enhancements.
* Collaborate with People Partners and stakeholders to align learning initiatives with broader people strategies.
* Leverage data and insights to conduct training needs analysis and measure the impact of learning interventions.
* Proven experience in training delivery, instructional design, or operational roles within assistance, healthcare, or insurance sectors.
Qualifications
* Strong grasp of adult learning principles, instructional design methodologies, and quality assurance frameworks.
* Proficiency in Microsoft Office and Learning Management Systems (LMS); experience with digital learning tools is essential.
* Excellent communication skills - both written and verbal - with the ability to engage diverse audiences and deliver impactful training.
* Strong interpersonal and stakeholder management skills.
* Ability to manage multiple programmes and projects in a fast-paced environment, delivering outcomes aligned with KPIs and strategic goals.
* Proven experience in a Learning and Development role.
* Strong communication skills.
* Experience in leading e-learning service projects.
Desired criteria
* Experience of working in the Travel Assistance and Risk & Resilience Management market.
Benefits
All around the world, Healix safeguards people's health and wellbeing. We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations - whether that's a cancer diagnosis, a need for medical assistance when they're far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we'll pull them out and bring them home. We're co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution. We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs. More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don't use scripts, and we don't time calls. We never lose sight of the fact that we're dealing with real people. Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges - and no protocol survives contact with the real world. Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that's personal enough to care. Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit. We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.Our benefits Commitment to career development We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment. We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.
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