Responsible for overseeing the day-to-day operations of the Absence Training Team
Develop and implement a long-term strategic vision for the training department, aligning with overall business goals and operational needs for both call and claims functions
Design and build a scalable and adaptable training framework and infrastructure to support the ongoing development of our workforce
Lead the continuous evolution of training programs for new hires and existing staff in both call and claims, ensuring relevance, engagement, and effectiveness
Identify future training needs and proactively develop strategies to address them, considering evolving industry best practices and regulatory changes
Strategically plan and schedule all training initiatives, optimizing trainer allocation and resource utilization across both call and claims training
Oversee the development and curation of engaging and effective training materials and resources, exploring innovative platforms and tools beyond traditional documentation (e.g., e-learning modules, interactive simulations)
Manage and prioritize training requests from various departments, ensuring alignment with strategic priorities and resource capacity
Serve as a key strategic partner and stakeholder in operational projects and process planning, providing expert input on training implications for both call and claims workflows
Collaborate closely with operational leaders in both call and claims to understand their specific training needs, performance goals, and post-training support requirements (e.g., nesting, mentorship)
Actively participate in the planning and execution of ad hoc trainings related to process changes, new regulations, and system updates impacting both call and claims
Lead, mentor, and develop a team of trainers, fostering a culture of continuous improvement and excellence in adult education practices
Establish clear performance expectations, provide regular feedback and coaching, and conduct annual performance reviews for training team members
Drive the ongoing professional development of trainers, keeping them abreast of current trends in corporate training and adult learning methodologies
Establish metrics to evaluate the effectiveness of training programs across both call and claims, analyzing data to identify areas for improvement and optimize learning outcomes
Champion a culture of continuous improvement within the training department, proactively seeking innovative approaches and technologies to enhance the learning experience
Collaborate in addressing quality concerns and developing training-related action plans to improve performance in both call and claims operations
Requirements
Bachelor’s degree required, preferably in Training & Development or related field
Advanced degree and/or training certifications a plus
5+ years of management experience
5+ years of training and quality management experience
Excellent leadership and communication skills
Microsoft Office experience required
Experience in absence management or disability management in a corporate or consulting environment, a plus
Quick thinking, high energy, positive, and professional, with demonstrated multi-tasking and critical thinking skills
Benefits
Full benefits package, including Paid Time Off (PTO)