01Overview
Job Title: Process Trainer Life Insurance
Position Overview
We are looking for a knowledgeable, dynamic, and engaging Process Trainer to join our Learning & Development (L&D) team within the Life Insurance division. In this role, you will be responsible for designing, delivering, and evaluating end-to-end training programs for new hires and existing employees across customer support, operations, and sales channels.
Your primary focus will be translating complex life insurance products, regulatory guidelines, policy servicing workflows, and underwriting rules into clear, actionable, and engaging training modules.
Department: Learning & Development (L&D)
Location: Hyderabad
Experience Level: Mid-level [must have 36 years of experience in insurance process training]
Key Responsibilities
Training Delivery & Facilitation
New Hire Onboarding: Conduct structured Induction & NHT (New Hire Training) batches covering foundational insurance concepts, company products, systems, and process workflows.
Refresher & Upskilling: Identify process gaps, audit accuracy, and deliver targeted floor support or refresher training sessions to boost operational efficiency and quality scores.
Regulatory & Compliance Training: Ensure all trainees thoroughly understand local insurance regulations [e.g., IRDAI / regulatory guidelines], anti-money laundering (AML) policies, data privacy laws, and ethical selling practices.
Content Development & Knowledge Management
Module Design: Create and continuously update training manuals, presentation decks, Standard Operating Procedures (SOPs), process maps, job aids, and interactive assessments.
Product Mapping: Translate technical life insurance products (Term Plans, ULIPs, Endowments, Annuities, Riders) into easy-to-understand training collateral.
Process Change Management: Stay up to date with product modifications, underwriting updates, and system enhancements, ensuring all training materials reflect live operational standards.
Assessment & Performance Tracking
Certification & PKT: Design and administer periodic PKTs (Process Knowledge Tests) and certification exams to evaluate learner comprehension before floor handover.
OJT (On-the-Job Training) Support: Support new hires during their hypercare/nesting phase through side-by-side coaching, call monitoring, and query resolution.
Training Effectiveness: Measure and track key metrics such as Batch Learning Curve, PKT scores, First Contact Resolution (FCR), and post-training operational accuracy.
Qualifications & Technical Requirements
Education: Bachelors degree in Business Administration, Commerce, Finance, or a related field. Professional certifications in insurance or adult learning methodologies are a major plus.
Industry Experience: 2-5 years of core experience working as a Process Trainer within the Life Insurance vertical (Insurtech, Third-Party Administrators, BPO operations, or direct insurance carriers).
Domain Expertise: Deep technical understanding of life insurance lifecycle processes:
Pre-underwriting & Policy Issuance
Underwriting guidelines & Medical/Financial requirements
Policy Servicing & Endorsements
Claims Management (Death, Critical Illness, Surrender)
Persistency & Renewal collections
Facilitation Skills: Outstanding presentation, public speaking, and classroom management skills across physical and virtual classroom environments.
Key Metrics for Success (KPIs)
Batch Certification Rate: Percentage of new hires passing PKT exams on their first attempt.
Nesting Quality & Accuracy: Operational error rates and quality scores of trainees during their first 3060 days on the floor.
Process Knowledge Score (PKT): Average floor scores across recurring process evaluations. .
