Operations Training Manager

Job Responsibilities

• Assessing Operations department specific training needs through surveys, interviews with employees, focus groups, or consultation with managers, instructors, or other company representatives.
• Collaborating with department managers to develop, implement, and evaluate training solutions based on specific team learning objectives.
• Partner with the Human Resources Department to ensure consistency in training materials. May assist with New Hire Orientation/Onboard efforts with Human Resources.
• Researching and implementing new practices to always remain cutting edge in synchronous and asynchronous facilitation.
• Product management of curriculums and programs to continuously deliver value. Manage program strategy and lifecycle.
• Introducing, monitoring, and analyzing key performance indicators to evaluate the effectiveness of the new hire onboarding program, iterating for continuous improvement.
• Oversee the development and maintenance of department specific training procedure manuals and course materials such as handouts and visual materials.
• Conducting regular one-on-ones and performance reviews with Ops Trainers + Ops Quality Auditors to identify opportunities for skill enhancement and career progression.
• Ensures employees have access to, are trained on and using the most current department policies and procedures. May participate in the formulation and update of department policies and procedures.
• Develop team objectives and methods for evaluating program effectiveness. Regularly monitor team progress.
• Responsible for performance and coaching of staff and make decisions regarding talent selection, development, and performance management.

Minimum Qualifications

• 5+ years of training and instructional design experience within a corporate, call center, or retail environment
• Demonstrated ability to educate others on policies, systems, and procedures
• Ability to design and implement specialized training modules for associates that address unique needs and skills, ensuring higher role-specific competency
• Works independently, enthusiastically engaging direct reports and peers to complete value-added assignments within the defined project scope and timelines
• Demonstrated leadership with a dynamic, enthusiastic, and empathetic approach abilities and desire to enhance training programs and capabilities

Ideal Qualifications

• Annuity or related industry experience preferred
• Impeccable communication skills, both written and verbal, allowing for effective collaboration with departments, clients, and stakeholders
• Experience working directly for an insurance carrier, with understanding of pace, regulatory procedures, and training plans
• Strong attention to detail, critical thinking, and analysis skills, including an understanding of industry measurement standards for learning