Trainer
Department:
Training & Quality
Typical Tenure for this Role:
2-3 years
Promotion to this role is subject to availability.
Role Overview
Role Description
As the Training and Project Specialist, you are responsible for developing, maintaining, and facilitating the training program for the Independent Agency Customer Service Group (including Customer Service, Service Center, and Underwriting). You will work closely with leadership to plan and execute both the new hire core schedules and critical post-new hire mentoring and refresher trainings throughout the year.
This role requires you to represent the voice of the customer and the employee as you drive initiatives focused on continuing education, innovation, and expense reduction for the enterprise.
This is achieved by:
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Iterating and implementing changes to training initiatives as departmental goals evolve.
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Collaborating with Quality Assurance to ensure best practices for coaching and mentoring new hires post-training.
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Using internal tools (such as Brainshark and Articulate) to enhance and update training offerings and content.
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Building out and updating courses to align with departmental goals and processes.
Key Skills & Competencies
Success requires a blend of instructional knowledge and hands-on facilitation experience:
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Facilitation Techniques and Experience: Proven ability to lead engaging and effective training sessions.
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Adult Learning Principles: Knowledge of how adults best absorb, retain, and apply new information.
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Instructional Design Knowledge: The ability to structure and create effective learning materials.
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Organization: Strong organizational skills to manage schedules, content, and multiple projects.
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Coaching and Mentoring: Skills to provide effective individualized guidance and development.
KPIs
Performance is measured by the delivery and effectiveness of training and content:
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Implementation: Successful implementation of new training materials.
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Feedback Loop: Establishing a comprehensive feedback loop for training program graduates.
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Content Library: Creating an expanded and accessible training content library.
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Collaboration: Successful collaboration with training groups across the organization.
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Satisfaction: Management satisfaction with the overall training and coaching processes.
Role Development
Learning and Development
Certifications in Facilitation and Instructional Design are highly beneficial for professional growth in this role.
Guidelines for Promotion into this Role
A candidate must demonstrate a consistent capacity for training leadership and expertise:
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Leadership: Consistent, demonstrated ability to lead through coaching and mentoring.
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Expertise: Serve as a Subject Matter Expert (SME) on product knowledge and internal systems.
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Facilitation: Proven experience facilitating training in front of both small and large groups.
Beyond this Role
Common Next Roles
Similar Roles
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