01Overview
Role & responsibilities
Training Delivery
- Deliver instructor-led (classroom/virtual) training on US/Canada insurance processes.
- Train new hires and existing employees on Commercial and Personal Lines of Insurance.
- Conduct refresher trainings and upskilling sessions based on business needs.
- Ensure trainees achieve defined learning objectives and performance benchmarks.
- Provide system-based training on Agency Management Systems (AMS) including Applied EPIC, Vertafore, EZLynx, and PowerBroker.
Content Development
- Develop and update training materials, SOPs, process documents, and job aids.
- Create engaging learning content including presentations, case studies, and assessments.
- Align training content with client requirements and internal process updates.
- Prepare user guides and process documentation related to AMS platforms and insurance workflows.
Training Needs & Performance Support
- Conduct training needs analysis in collaboration with operations teams.
- Identify knowledge gaps and recommend training interventions.
- Provide floor support, coaching, and mentoring to improve team performance.
- Support teams in understanding and navigating AMS platforms efficiently.
Domain Expertise Support
- Act as a Subject Matter Expert (SME) for US/Canada insurance processes.
- Support teams in understanding underwriting, policy servicing, and insurance workflows.
- Assist in resolving process-related queries and clarifications.
- Provide guidance on workflows and best practices within Agency Management Systems.
Assessment & Evaluation
- Design and conduct assessments to evaluate trainee understanding.
- Track training effectiveness using feedback, performance metrics, and KPIs.
- Continuously improve training programs based on evaluation outcomes.
Collaboration
- Work closely with Operations, Quality, and HR teams to align training initiatives.
- Support onboarding and induction programs for new hires.
- Assist in interview assessments for candidates (domain evaluation, if required).
Reporting Structure
- Reports to: Training Lead / Operations Head
- Works closely with: Operations Team, Quality Team, HR
Preferred candidate profile
Educational Qualification
- Bachelors degree (mandatory)
- Insurance certifications (preferred but not mandatory)
Experience Requirements
- 4-6 years of experience in US/Canada Insurance domain
- Minimum 2-3 years of experience in training or coaching roles
Hands-on experience in:
- Commercial Lines (P&C;, BOP, Workers Compensation, Inland Marine, D&O;, etc.)
- Personal Lines (Home, Auto, Flood, etc.)
- Underwriting, policy servicing, or related insurance functions
- Agency Management Systems (AMS) such as:
- Applied EPIC
- Vertafore
- EZLynx
- PowerBroker
Core Competencies:-
Domain Knowledge
Strong understanding of US/Canada insurance processes:
- Policy lifecycle (submission to issuance to servicing)
- Underwriting basics
- Insurance documentation and compliance
- Agency Management System workflows and navigation
Training Skills
- Strong facilitation and presentation skills
- Ability to simplify complex concepts for different audiences
- Experience in creating training content and assessments
- Familiarity with LMS, e-learning tools, or virtual training platforms
Communication Skills
- Excellent verbal and written communication
- Strong interpersonal and stakeholder coordination skills
Analytical Skills
- Ability to identify training gaps and measure effectiveness
- Basic understanding of KPIs and performance metrics
Behavioral Competencies
- Passion for teaching and knowledge sharing
- Proactive and detail-oriented
- Adaptable and open to feedback
- Team-oriented team player
Success Metrics (KPIs)
- Trainee performance and certification scores
- Training feedback and satisfaction scores
- Reduction in process errors post-training
- Speed to proficiency for new hires
- Effective adoption and utilization of AMS platforms by trainees .
