Training Specialist

Training Specialist, Assurant-India

This position is responsible for development, delivery and tracking of training to the Connected Living Operations team. Key duties including coaching and developing the team’s knowledge around new programs, capabilities, and processes, as well as supporting refresher training. Role is critical in helping Operations and Operational leaders ensure the team has the knowledge and skills needed to deliver consistent high-quality output to achieve objectives and positive customer experiences.

This position will be Work from Office at our Mumbai, India location.

What will be my duties and responsibilities in this job?

• Formalize a structured training plan, such as monthly, quarterly, and annual objectives, and align delivery of the plan with Operational leadership.
• Partner with Sales, Account Management, Implementations, and IT departments to understand the scope and timing of projects in the pipeline that will require training to the Operations team. 
• Establish and execute training directly to the Operations team for new client, product and capability launches, as well as new hire onboarding. Delivery of refresher training also to be considered.
• Work with Operational leaders to share best practices and techniques to effectively deliver training and support targeted individual employee training, as needed. 
• Ensure training logs are maintained by team member.
• Partner with Operational leaders to reduce any potential delays in required training being completed. 
• Work with manager to establish a framework for measuring the impact of training to the team, such as impacts to performance against KPIs, escalations, errors/mistakes, and CSAT/NPS.
• Liaise with key external and internal stakeholders to gain insights needed for the development and refinement of training content, as well as leveraging input from available data sources, such as NPS and CSAT results. 
• Colloaborate with other functional areas, such as Compliance, Risk and Audit, with other ah hoc items, as needed.

What are the requirements needed for this position? 

• Bachelor's degree in business or related field.
• Minimum 5 years of experience in a training or development role.
• Progressive, modern leadership experience required.
• Active organisation culture and DEI advocate, team and customer first mindset.
• Strong verbal and written communication skills.
• High level organizational skills with the ability to prioritize effectively.
• Applies expert problem-solving skills to the most complex of issues. 
• Recognises, recommends and creates action-oriented plans for areas needing improvement.
• Strong communication and influencing skills.
• Strong understanding of operational performance metrics.
• Ability to work in a fast-paced environment meeting tight deadlines while multitasking.
• Ability to analyze issues, handle ambiguity, and make sound, timely decisions with less than complete information.
• Ability to prioritize and manage multiple tasks and assignments of low to high complexity.
• Ability to manage expectations, issues and risk for tasks and assignments.
• Ability to deliver results on time, on budget and within scope.
• Capable of performing duties under pressure in a fast-paced, high-volume environment.