Assistance Continuity Curator

As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind®

We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for travelers.  We are now accepting applications to fill our next training class.

Job Summary:
The Assistance Continuity Curator is responsible for the development, maintenance, and continuous improvement of Assistance Standard Operating Procedures (SOPs), training programs, and client communication standards. This role serves as a key operational partner to Assistance Leadership and Learning & Development (L&D) to ensure that all processes are clearly documented, consistently applied, and effectively taught across the organization.
 
The Continuity Curator plays a critical role in supporting new client implementations, onboarding programs, and ongoing employee development to drive operational excellence and high-quality service delivery. This position partners closely with leaders, trainers, QA, and cross-functional stakeholders to standardize documentation, strengthen readiness, and promote consistent, compliant service delivery across global assistance operations.
 

Job Details:

• Location: Indianapolis, IN. Hybrid scheduling options available
• Day shift schedule
• Qualified candidates must be legally authorized to be employed in the United States. IMG will not be providing sponsorship for employment visa status (e.g., H-1B or TN status) for this position

Perks:

• Monthly performance bonus (*must meet department standards and qualifications)
• Comprehensive Benefits package including Medical / RX / Dental/Vision Insurance
• 401k Plan with company match
• Paid Parental Leave 
• Tuition Reimbursement 
• Paid Time Off

Duties and Responsibilities:
 

SOP Management & Governance

• Own and maintain all client SOPs and internal operational process documentation.
• Ensure SOPs are accurate, current, and aligned with client requirements and contractual expectations.
• Conduct routine audits to identify gaps, inconsistencies, and outdated content.
• Standardize SOP structure and format to improve usability and consistency across teams.
• Partner with leadership to validate process changes, document updates, and operational requirements.

• Develop and maintain SOP-based training programs, including instructor-led materials, eLearning modules, job aids, and quick reference guides.
• Translate operational workflows into structured, easy-to-understand training content.
• Support the creation of interactive and scenario-based learning experiences.
• Ensure all training materials reflect current SOPs, operational expectations, and client requirements.

• Partner with trainers, Team Leads, and Supervisors to support onboarding programs.
• Reinforce SOP navigation and application during training activities.
• Participate in mock calls, case reviews, and coaching sessions to strengthen knowledge transfer.
• Help ensure new hires are prepared to apply SOPs independently in live case environments.

• Identify training needs based on quality assurance trends, operational escalations, and client feedback.
• Develop and deliver targeted refresher training sessions to reinforce process accuracy and service consistency.
• Promote best practices, compliance expectations, and continuous improvement across operations.

• Partner with Operations, Client Management, and L&D to support new client onboarding.
• Develop and document client-specific SOPs before go-live.
• Create and deliver implementation training covering workflow overviews, communication protocols, and coverage and service expectations.
• Support operational readiness by validating training completion, SOP accessibility, and team understanding of client requirements.
• Provide post-implementation support through SOP updates, reinforcement training, and follow-up guidance.

• Ensure training and SOP documentation reflect client communication standards and HIPAA and data privacy requirements.
• Standardize communication guidance across training materials to support consistency and professionalism.
• Promote compliant, accurate, and member-focused communication practices across teams.

• Partner with Assistance Leadership, Team Leads, Supervisors, Quality Assurance, and Learning & Development teams.
• Support the development of scalable, standardized training programs across global operations.

Contribute to process improvement initiatives and operational efficiency efforts

Qualifications:

Preferred Qualifications: