Training Specialist

Career Opportunity Role Title Training Specialist Purpose of role Reporting to the Manager, Quality Learning & Development, the Training Specialist is a key partner in driving learning excellence across Insurance Operations. You’ll collaborate with leaders and subject matter experts to design, deliver, and continuously improve training solutions that empower our teams to succeed in a dynamic environment. This role provides expertise in process and procedure creation and helps to create content, maintain content, and communicate effectively using the knowledge portal, PROsite. This role will support or manage multiple curriculums for various business areas across Insurance Operations using a wide range of learning methods. Your expertise will shape process documentation, curriculum development, and virtual learning experiences, ensuring our people have the skills and resources they need to thrive. 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,…