Operations Trainer I

SUMMARY: 

Delivers and facilitates training to groups, managers, external customers and/or on-the-job (one-on-one) training as well as collaborates with content team to design training material. This position is primarily responsible for the training needs of union represented jobs with a smaller amount of time spent on various non-union jobs as a secondary responsibility. Topics primarily relate to operational training, processes, procedures and technologies.  Provides guidance in the design and development of training programs and preparation of training materials. Evaluates training, develops recommendations, and project manages training solutions. Works with managers to identify methods of improving employee performance.

PRIMARY RESPONSIBILITIES:

• Conducts training needs analysis, design, and development training. 
• Partners with leaders, Business Analysts, Subject-matter experts, content development and other trainers to implement training plans 
• Manages implementation of training from end to end working with business SME and leaders.
• Prepares and facilitates high-quality instructor-led, virtual-live, and blended learning sessions in a group or one-on-one setting for multiple customer groups, including set up of delivery technology, training environment and other assets, coordination and management of Producer role, as applicable.
• At time performs organization and classroom management. These tasks could include managing training attendance, training calendars, communication memos, reports, and other records.
• Continuously seeks feedback and keeps lines of communication open to classroom participants, peers and management team to support continual improvement, maximize efficiencies and capacity.   
• Consistently monitors and assesses a participant performance, trends, and identifies specific skill/gaps to ensure training objectives are satisfied. 
• Measures and evaluates training outcomes and effectiveness of training
• Evaluates training compliance
• Acts as a consultant and advises employees, supervisors, and managers on training programs and content, including workflows, procedures, learning plans and answers inquiries about training opportunities, availability, and performance improvement processes
• Assists in the development and implementation of new and revised policies, practices, and procedures of customer groups.
• Organizational and departmental project training initiatives - manages the implementation of training from end to end working with business SME and leaders, owning full implementation of training 
• Provides input into the design of training implementation plans for small to medium-scale organizational system changes, releases, workforce onboarding, and process and procedural changes
• Provides input to the design and development of training content, including, but not limited to, leader guides, student guides, system manuals, online course content, simulations, scenarios, activities, and knowledge checks 
• Updates / creates facilitator talking points as needed, updates job aids and other training material as needed 
• Participates in development of annual education goals, objectives, and budget
• Assists in the development and implementation of new and revised policies, practices, and procedures in the training area
• Maintains confidentiality of all information processes
• Works with minimum supervision

EMPLOYMENT QUALIFICATIONS:

EDUCATION REQUIRED: 

Bachelor’s degree in Learning and Development, Organizational Development, Communications, Education, Business, or related field. Master's degree preferred. Progress toward, or completion of, industry-recognized professional designation preferred. Continuous learning required. Certification, or progress toward, highly preferred and encouraged.

Combinations of education and experience may be considered in lieu of a degree.

EXPERIENCE REQUIRED: 

Two years of training experience in an organization which provides the necessary skills, knowledge, and abilities with demonstrated application of knowledge in the following areas: training, analytics, interpretation of data, process, procedure and workflow design, project management and user documentation AND three years of experience working in workers’ compensation or insurance (in the higher levels of medical bill review, medical/indemnity claims, customer service, policy processing, underwriting technical, billing, assigned risk, premium audit, etc.) with demonstrated public speaking, researching, and training skills. 

SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:

• Knowledge of learning and education methods. 
• Ability to work effectively in a multi-functional team environment.
• Ability to project manage large scale training projects. 
• Ability to monitor and assess performance of others and make improvements or take corrective action.
• Ability to facilitate meetings with leadership and stakeholders. 
• Ability to read, analyze and interpret data in order to determine trends or problems.
• Ability to identify training and performance problems, review related information.
• Excellent verbal and written communication skills.
• Excellent presentation and facilitation skills.
• Ability to design and create course content, determine method of delivery, course objectives, and measure training success and outcomes appropriate to the situation.
• Ability to establish a personal rapport at all levels of the organization, especially internal customers. 
• Ability to manage multiple priorities, establish work flows and meet necessary deadlines.
• Ability to comprehend the broad application of the corporate goals and effectively communicate their relationship to departmental and individual training objectives.
• Ability to make competent, independent decisions.
• Knowledge of computers, word processing, and spreadsheet software.
• Ability to use reference manuals.
• Ability to perform mathematical calculations.
• Ability to proofread documents for accuracy of spelling, grammar, punctuation and format.
• Knowledge of workers compensation or insurance rules and procedures.

Note: The individual selected for this backfill position will oversee training for both the UTS and PBR roles, among other key responsibilities. Ideally, candidates will have prior experience in these specific roles, as such expertise is preferred and will greatly contribute to their success in this position.