Training Specialist

Job Description

Key Responsibilities

• Support leaders, subject matter experts and departments with the planning and delivery of department specific learning activities including new hire training courses for all areas in Customer Service and New Business.
• Plan training to align with frequently changing business requirements with respect to hiring, schedules, and technology upgrades
• Determine the best solution to meet frequently changing training and development needs based on cost, flexibility, effectiveness, Insurance Operations culture, and technology capabilities
• Take the lead on training initiatives for the stakeholder group by adjusting training plans and schedules, developing, designing, and delivering training content (this includes job aids, videos, gamification, communications, and scripting)
• Liaise with business and project leaders to ensure timely and consistent delivery of training material
• Utilize various training methods including eLearning, instructor-led, tutorial etc. A focus will be made on the development of content to improve the virtual training experience, including development of interactive eLearning modules/learner-directed training and gamification to drive engagement and ensure the learning process.
• Continuous maintenance and improvement of all training content and materials on the knowledge portal (PROsite)
• Create and maintain process documentation on the knowledge portal (PROsite) and effectively communicate regarding updates, changes, and relevant information using effective communication tools.
• Ensure training material is available and accessible to the target audience from a specific repository (Internal Knowledge Base, PROsite, and/or LMS system)
• Partner with organizational leaders to recommend next steps for trainees: advancement, additional training opportunities, areas of concern, likelihood of success, etc.
• Evaluate the effectiveness of training through collection of feedback and analysis of other metrics (including Quality Review results & trending) to continuously improve training content, delivery and effectiveness. This includes the development and implementation of training measurement tools to assess training outcomes and on-going training needs
• Model a coach-approach in interactions with leaders and employees and promote skill development in this area.
• Identify and recommending process improvements
• Support the post-training transition for new hires, ensuring they are set up for success in their new role including additional side-by-sides, coaching sessions, quality review, etc.
• Complete Quality Reviews within the business area and partner with Quality Specialists to ensure timely feedback and support are provided.

Key Qualifications

• University degree/college diploma or equivalent work experience: 2-3 years of financial services experience (life insurance is a preference), with focus on business processes, learning and communications
• Certification in adult education or a commitment to obtaining certification within the first 2 years is mandatory.
• Knowledge of current learning and development methodologies
• Experience designing and delivering training (virtual and physically in-class) including development of e-learning and web-based material; prior hands-on experience creating content with Articulate 360, Vyond, and other tools is an asset
• Experience in the processing of Foresters Financial Insurance Operations business is an asset
• Experience managing and maintaining organizational learning programs
• Experience maintaining and creating process documentation and ensuring that information is communicated to necessary parties using a variety of methods.
• Proven ability to drive and implement change
• Proven ability to build relationships across various functions and levels of an organization and effectively manage stakeholders
• Strong coaching skills with the ability to provide both negative and positive feedback in a constructive, professional manner
• Superior organizational and project management skills, including the ability to multi-task between numerous projects within a fast-paced environment
• Excellent written and verbal communication skills
• Able to receive feedback and model a growth mindset of learning with feedback given
• Results-oriented team player, with a demonstrated ability to apply good judgment and make recommendations
• Strong analytical and problem-solving skills
• Demonstrated commitment to ongoing professional development
• Flexible with the ability to adapt to changing demands and pressures
• Strong negotiation and influencing skills and the ability to interact in a positive and collaborative manner for training purposes
• Ability to use Microsoft office products (e.g. Word, Excel, PowerPoint, Forms, Stream, Sharepoint, Teams etc).

#LI-Hybrid

• This role will require full-time training with new hires and the schedule during training is 9-5 pm.
• This is a hybrid position with 2 days required in the office each week including during training from 9-5pm.

Salary Range:

$54,000.00 - $77,000.00

The actual base salary for this position will depend on several factors, including job-related skills, experience, and education. In addition to base pay, eligible employees may participate in a discretionary variable incentive plan, results are subject to both individual and company performance.

Please note that this posting is intended to fill an existing vacancy; however, there may be instances where more than one vacancy is available for the same role.