Senior Absence Training Manager

Role Overview

• 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)
• Medical, dental, vision
• 401(k) with match
• Robust EAP
• Wellness program
• And much more