Training Specialist

Career Opportunity Role Title Training Specialist Purpose of role Reporting to the Manager, Quality Learning & Development, the Training Specialist is a key partner in driving learning excellence across Insurance Operations. You’ll collaborate with leaders and subject matter experts to design, deliver, and continuously improve training solutions that empower our teams to succeed in a dynamic environment.

This role provides expertise in process and procedure creation and helps to create content, maintain content, and communicate effectively using the knowledge portal, PROsite. This role will support or manage multiple curriculums for various business areas across Insurance Operations using a wide range of learning methods. Your expertise will shape process documentation, curriculum development, and virtual learning experiences, ensuring our people have the skills and resources they need to thrive.

• Support leaders, subject matter experts and departments with the planning and delivery of department specific learning activities including new hire training courses for all areas in Customer Service and New Business.
• Plan training to align with frequently changing business requirements with respect to hiring, schedules, and technology upgrades.
• Determine the best solution to meet frequently changing training and development needs based on cost, flexibility, effectiveness, Insurance Operations culture, and technology capabilities.
• Take the lead on training initiatives for the stakeholder group by adjusting training plans and schedules, developing, designing, and delivering training content (this includes job aids, videos, gamification, communications, and scripting).
• Liaise with business and project leaders to ensure timely and consistent delivery of training material.
• Utilize various training methods including eLearning, instructor-led, tutorial etc.
• A focus will be made on the development of content to improve the virtual training experience, including development of interactive eLearning modules/learner-directed training and gamification to drive engagement and ensure the learning process.
• Continuous maintenance and improvement of all training content and materials on the knowledge portal (PROsite).
• Create and maintain process documentation on the knowledge portal (PROsite) and effectively communicate regarding updates, changes, and relevant information using effective communication tools.
• Ensure training material is available and accessible to the target audience from a specific repository (Internal Knowledge Base, PROsite, and/or LMS system).
• Partner with organizational leaders to recommend next steps for trainees: advancement, additional training opportunities, areas of concern, likelihood of success, etc.
• Evaluate the effectiveness of training through collection of feedback and analysis of other metrics (including Quality Review results & trending) to continuously improve training content, delivery and effectiveness.
• This includes the development and implementation of training measurement tools to assess training outcomes and on-going training needs.
• Model a coach-approach in interactions with leaders and employees and promote skill development in this area.
• Identify and recommending process improvements.
• Support the post-training transition for new hires, ensuring they are set up for success in their new role including additional side-by-sides, coaching sessions, quality review, etc.
• Complete Quality Reviews within the business area and partner with Quality Specialists to ensure timely feedback and support are provided.

• University degree/college diploma or equivalent work experience: 2-3 years of financial services experience (life insurance is a preference), with focus on business processes, learning and communications Certification in adult education or a commitment to obtaining certification within the first 2 years is mandatory.
• Knowledge of current learning and development methodologies.
• Experience designing and delivering training (virtual and physically in-class) including development of e-learning and web-based material; prior hands-on experience creating content with Articulate 360, Vyond, and other tools is an asset.
• Experience in the processing of Foresters Financial Insurance Operations business is an asset.
• Experience managing and maintaining organizational learning programs.
• Experience maintaining and creating process documentation and ensuring that information is…