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