If working with one of the largest commercial insurers in the world appeals, then we would love to hear from you!
The Operations Trainer EMEA is a brand-new position built to support the overall operations strategy in EMEA. Being the first person in the role, this is a rare opportunity to craft the future of this function and be part of a new exciting journey.
We are looking for an experienced, upbeat and engaging trainer to join us and encourage our people. The successful candidate will lead the planning, development and execution of our training strategy for EMEA. The training content will ensure the teams and individuals who support underwriting administration have the right technical and soft skills to perform their roles at the highest quality and focus on customer centricity. Their activities cover; creating instructions to book insurance policies, problem solving queries to effective resolutions and many other tasks in between. You will be helping them deepen and broaden their understanding of insurance and build skills in communication and stakeholder management.
The Operations Trainer EMEA will report directly into the Director of Field Services and will work collaboratively with the following areas across EMEA:
1. Management teams to identify training needs of the operations teams
2. Quality teams to ensure that the training materials reflect the outcomes of root cause analysis
3. Change and Transformation teams to support the delivery of new ways of working and system changes implementation
This role will ensure that our operations team members are equipped with the knowledge and skills needed to optimally perform their tasks with high quality and will work towards reducing learning curves, standardise the learning journey and sustain the quality KPI’s.
If training is your passion, you have proven experience in the full training cycle, do not shy away from a challenge and want to be part of something new this is the role for you.
Key responsibilities:
Training Design and Delivery (80% the time)
Design Training Materials:
4. Design training materials that reflect the needs of the operations
5. Design and implement training curriculum such as new starter onboarding training for end users
6. Apply and design different training methods adapted to the learning style of the audience
7. Structure training content in a way that maximises comprehension
Deliver Training:
8. Deliver engaging training sessions
9. Measure training success rates and learning comprehension in order to improve the training programs.
10. Use a different range of learning techniques (. classroom training, coaching, mentoring, e-learn, etc)
11. Application of user evaluation methodologies to measure training effectiveness.
Monitor Training Needs:
12. Work with the leaders and the team to identify training and development needs in operations and plan how those needs will be met through training.
13. Continuously strive to reduce the learning curve in order to speed up the speed to competency.
Process Documentation (15% of time)
14. Work with the operations teams to keep the training materials updated and reflecting the current business processes
15. Evaluate and review ongoing programs to ensure that they reflect any changes
16. Supervise and track IDD completion of the operations users
17. Provide regular training metrics and insights to the management team
Any other responsibilities/ad hoc initiatives provided by the Director of Field Services (5% of time)
Being the first person in role adhoc requests might be required such as creating skills matrix, training reports, etc
Requirements & Experience:
18. Proven experience in training design, development and delivery within a customer focused environment, ideally within insurance
19. Knowledge of the latest training techniques
20. Proven ability to master the full training cycle
21. Excellent communication, presentation, and interpersonal skills
22. Ability to present complex information in a simple way to a broad range of audiences
23. Self-starter and quick learner with the ability to work independently and in a team environment.
24. Creative and solution focused
25. Training/teaching qualification is a plus
26. Approachable, enthusiastic and energetic
27. Fluency in English mandatory
28. Fluency in other languages is a plus