Purpose of the job/key objective

Perform the delivery & facilitation of training programs within service operations. Maintain training curricula and perform instructional design updates allowing for effective training/coaching while optimizing staff performance.

Main duties/Responsibilities Delivery & Facilitation- 80%:

• Deliver priority inductions, upskill training, and project related training classes.
• Deliver soft skill programs and learning impacts from projects as defined by the Learning and Development Manager.
• • Ensure product and technical skills training are results oriented and customer-centric in both design and delivery. Ensure that it adequately meets the needs of enabling operational staff to quickly become effective in their roles.
• Assess all new recruits, liaising with management over the transition of trainees into operational teams.
• Work closely with HR to appropriately manage all trainees not performing to required standards.

Instructional Design & Performance Consulting- 20%:

• Partner with operations to assess training needs and implement appropriate solutions.
• Maintain operations induction curriculum.
• Update training materials based on policy and procedural changes.
• Perform ongoing validation of learning objectives and performance-based assessments within programs.
• Assist colleagues within the team on training project design. Scope and Dimensions
• Reporting directly to the EMEA Senior Learning Supervisor.
• No direct line management responsibilities.

YOUR PROFILE Experience and knowledges required:

Languages:

• English: C1 level written and spoken.

Knowledges:

• In-depth knowledge of healthcare processing claims systems and call handling systems.
• Ability to impart knowledge and develop skills to others.
• Experience of training design, delivery, and evaluation preferable.
• Excellent presentation skills with ability to present information in a confident, creative, and interactive manner.
• Ability to provide constructive feedback; work patiently and effectively with trainees of different experience levels, learning styles and cultural diversity.
• Ability to research, develop and implement new training and development programs. • Ability to work independently and make effective decisions; coordinate multiple tasks and work effectively as a team member.

Preferred experience/education/professional qualifications:

• Previous training experience or certification
• Coaching experience or certification

Availability to travel:

• Able to travel if necessary 25% of the time.

Skills:

• Excellent written and verbal communication.
• Presentation Skills
• Coaching Skills
• Feedback Skills
• Evaluating Skills
• Ability to work under minimum supervision.
• Strong Business

Partnering Skills:

• Strong Microsoft Office Skills

About The Cigna Group