Trainer

To design, deliver, and evaluate targeted training programmes that address organisational skill gaps, support employee growth, and align with operational goals.

Position Purpose and Description

To design, deliver, and evaluate targeted training programmes that address organisational skill gaps, support employee growth, and align with operational goals. The Trainer will play a key role in developing a high-performance culture and supporting talent development across departments.

Expected Outcomes & Actions – Weighting

Training Programme Design & Development – 40%

• Design, plan, and execute training programmes tailored to organisational needs.
• Develop training materials, including manuals, presentations, and assessments.
• Work closely with the Quality Assurance team to identify trends in operational errors and implement corrective training.
• Translate Standard Operating Procedures (SOPs) into structured training content and update materials following process changes.
• Ensure that all process training aligns with internal audit standards and compliance requirements.
• Stay updated with industry trends and best practices in training methodologies.

Training Delivery & Facilitation – 25%

• Deliver engaging training sessions in-person and virtually.
• Conduct refresher training following SOP updates, system enhancements, or compliance revisions.
• Identify common system usage errors and provide corrective training interventions.
• Evaluate the effectiveness of training programmes through workshops, assessments as needed.
• Assess trainees’ learning progress and provide constructive feedback.

Stakeholder Engagement, Records, and Post-Training Support (35%)

• Collaborate with department leads to identify skill gaps and implement learning solutions.
• Maintain training records and track employee performance improvements.
• Maintain feedback loops with Team Leaders to review training outcomes and process adherence.
• Provide individualised feedback and post-training coaching support.
• Participate in pilot testing phases to understand new workflows before training deployment.

Major Challenges

• Maintaining up-to-date training content in a fast-paced operational environment where processes and SOPs evolve frequently.
• Ensuring consistent training quality and effectiveness across a diverse learner base with varying technical proficiencies.
• Balancing delivery of foundational, corrective, and refresher training while meeting tight operational timelines.
• Engaging operational stakeholders in training design, delivery timing, and post-training accountability.
• Managing limited trainee availability due to business demands during peak hours or service level constraints.

Major Job Accountabilities

• Accuracy – providing accurate information to EDC team and Customers as per policy wording, Client expectations and/or financial history
• Quality – providing professional service as per the quality guidelines and both external and internal communication holds a high level of professionalism and customer service
• Efficiency – completing work within the targeted timeframes while managing multiple priorities i.e. Task turnaround times, client expectations, training and project deadlines, etc.

Requirements and Qualifications

• Degree Holder  in a related field
• Proven experience (minimum 3 years) in delivering process or operations-based training in a shared service environment.
• Experience working with or supporting insurance, healthcare, or claims processing operations would be an asset.
• Fluency in English (written and spoken); knowledge of French or any additional language is an advantage.

KSA (Knowledge, Skills and Abilities/Attitudes)

• Sound understanding of process documentation, Standard Operating Procedures (SOPs), and workflow mapping.
• Familiarity with adult learning principles, training methodologies, and instructional design frameworks.
• Working knowledge of performance evaluation techniques, skills gap analysis, and competency frameworks.
• Awareness of quality assurance principles and their integration into training.
• Strong facilitation and public speaking skills, with the ability to present complex information in a simplified and engaging manner.
• Instructional design skills, with proficiency in creating training manuals, slide decks, assessments, and e-learning content.
• Analytical skills to review QA data, training effectiveness reports, and skill gap assessments to inform training strategy.
• Excellent written and verbal communication skills for cross-functional collaboration and reporting.
• Ability to adapt quickly to changing operational requirements and process updates.
• Positive, learner-focused attitude with a passion for continuous improvement and coaching.
• Ability to manage different learner profiles with professionalism and empathy.