The job profile for this position is Learning Senior Analyst, which is a Band 3 Senior Contributor Career Track Role.

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Purpose of the job/key objective:
Perform the design and delivery of training programs within IH Service Operations, ensuring optimimal staff performance.

Scope and Dimensions
▪ Reporting directly to the Learning and Development Supervisor
▪ No direct line management responsibilities.
▪ Travel up to 25% of the time (if needed).

Main duties/Responsibilities:
Delivery & Facilitation
▪ Deliver priority inductions, upskill training, and project related training classes.
▪ Deliver soft skill programs and learning impacts from projects as defined by the Learning and Development Supervisor.
▪ Ensure product and technical skills training are results oriented and customer-centric in both design and delivery. Ensure that it adequately meets the needs of enabling operational staff to quickly become effective in their roles.
▪ Assess all new recruits, liaising with management over the transition of trainees into operational teams.

Instructional Design & Performance Consulting
▪ Partner with operations to assess training needs and implement appropriate solutions.
▪ Maintain operations induction curriculum.
▪ Perform ongoing validation of learning objectives and performance based assessments within programs.
▪ Utlise current L&D practices/learning methodologies in curriculum design.

Education & professional qualifications
▪ Masters formal education
▪ Learning & Development Certification

Experience
Prior expereince in Insurance Operations training or BPO training

Language Skills
▪ English

Knowledges/Skills
▪ Knowledge and experience of training design, delivery, and evaluation of performace.
▪ Expertise facilitating learning in multiple subject areas such as call handling systems and processes, customer service skills, claims assessment and processing, insurance product and policy, business writing skills.
▪ Strong performace consulting and business partnering skills.
▪ Ability to research, develop and implement new training and development programs.
▪ Excellent presentation skills with ability to present information in a confident, creative and interactive manner.
▪ Ability to provide constructive feedback; work patiently and effectively with trainees of different experience levels, learning styles and cultural diversity.
▪ Expertise in coaching employees to improve performance.
▪ Experience developing and implementing programs supporting virtual learning, informal learning and/or collaborative learning.
▪ Ability to work independently and make effective decisions; coordinate multiple tasks and work effectively as a team member.
▪ Excellent written and verbal communication.
▪ Proficiency in Microsoft Office Word, Excel & PowerPoint.
▪ Good to have proficency of Articulate to create learning content

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.