Operational Trainer at Cigna

Main duties/Responsibilities:                                                                                                                                                                                                                                                 

Delivery & Facilitation- 80%:

• Deliver priority inductions, upskill training, and project related training classes.
• Deliver soft skill programs and learning impacts from projects as defined by the Learning and Development Manager.
• Ensure product and technical skills training are results oriented and customer-centric in both design and delivery.  Ensure that it adequately meets the needs of enabling operational staff to quickly become effective in their roles.
• Assess all new recruits, liaising with management over the transition of trainees into operational teams.
• Work closely with HR to appropriately manage all trainees not performing to required standards.

Instructional Design & Performance Consulting- 20%: 

• Partner with operations to assess training needs and implement appropriate solutions.
• Maintain operations induction curriculum.
• Update training materials based on policy and procedural changes.   
• Perform ongoing validation of learning objectives and performance based assessments within programs. 
• Assist colleagues within the team on training project design. 

Scope and Dimensions

• Reporting directly to the EMEA Senior Learning Supervisor.
• No direct line management responsibilities. 
• EMEA Learning and Development Team

YOUR PROFILE:

Experience and knowledges required:

Languages:

• English: C1 level written and spoken.

Knowledges:

• In-depth knowledge of healthcare processing claims systems and call handling systems.
• Ability to impart knowledge and develop skills to others.
• Experience of training design, delivery and evaluation preferable.
• Excellent presentation skills with ability to present information in a confident, creative and interactive manner.
• Ability to provide constructive feedback; work patiently and effectively with trainees of different experience levels, learning styles and cultural diversity.
• Ability to research, develop and implement new training and development programs.
• Ability to work independently and make effective decisions; coordinate multiple tasks and work effectively as a team member.

Preferred experience/education/professional qualifications:

• Previous training experience or certifictaion
• Coaching experience or certification