Facilitator

Description

Position Summary: 

The Learning & Development Facilitator is a pivotal role dedicated to empowering our operational teams for success. You will champion the entire new hire training lifecycle for key lines of business, including Rescue, Logistics, and Claims. This position is responsible for designing and delivering best-in-class training programs that equip new team members with the essential tools and knowledge to excel from day one. Additionally, you will be instrumental in supporting the training initiatives for our off-site business partners, ensuring a consistent standard of excellence and quality service across all locations. 

Duties and Responsibilities:  

• Design, develop, and continuously refine dynamic training materials for both internal teams and external BPO partners.  

• Lead and orchestrate the end-to-end new hire training experience, ensuring a seamless and effective transition from the classroom to production. 

• Facilitate engaging upskilling and recurrent training sessions for existing team members to boost performance, introduce new processes, and support career progression. 

• Maintain and update the internal Knowledge Base, ensuring all process and procedure documentation is current, clear, and easily accessible. 

• Collaborate proactively with operations leadership to diagnose knowledge gaps, identify areas for improvement, and develop targeted training solutions. 

• Implement and manage a robust peer review process to foster a culture of continuous improvement, accountability, and knowledge sharing. 

• Qualify and certify offshore trainers, providing them with the necessary knowledge and materials to deliver high-quality training that aligns with our standards. 

• Identify and mentor high-potential team members, supporting their professional development and contributing to the company's succession planning strategy. 

• Assist in leading and executing broader training initiatives implemented across the organization. 

• Evaluate current training processes and outcomes with a critical and forward-thinking mindset, driving continuous improvement in our L&D strategies. 

• Manage administrative duties, including monitoring training operations, developing procedures, and staying informed on key departmental and organizational initiatives. 

• Performs other duties of a similar nature or level. 

Education and Work Experience: 

• Equivalent to completion of two years of college-level coursework in business or a field related to the work and three years of office administrative, supervisory or lead experience in the area of assignment; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job as listed above. 

Knowledge and Skills: 

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.  

• Must maintain highest level of Confidentiality at all times. 

• Ability to communicate effectively (verbal and written) 

• Excellent interpersonal skills 

• Proficient computer skills: must have working knowledge of Excel and Word,  

• Ability to follow up and meet deadlines 

• Strong attention to detail 

• Ability to identify discrepancies and take initiative to research variances and correct 

Hours Required; 

Mon – Fri – 08.30 am – 5.00 pm (flexibility required for later shift training) 

Physical Demands:  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs.   

The employee must occasionally lift and/or move up to 20 pounds.  Specific vision abilities required by the job include close vision and the ability to adjust focus.  

Work Environment:  

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.   

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

The usual environment is in a business office with a noise level in the work environment that is usually moderate.  

This job description reflects management's assignment of essential functions, and may be subject to change at any time due to reasonable accommodation or other reasons. 

Qualifications