01Overview
Role & responsibilities
1. Training Design and Delivery
Develop and deliver comprehensive training modules for new hires, focusing on:
Insurance policies
Claims handling processes
Policy administration
Chat/voice process workflows and tools.
Conduct periodic refresher training sessions to ensure ongoing skill enhancement and compliance with updated policies.
2. Onboarding and Process Familiarization
Lead the onboarding process for new team members, ensuring they have a thorough understanding of the process, tools, and service expectations.
Facilitate hands-on training sessions to familiarize new hires with CRM systems, chat tools, and process documentation.
3. Performance Coaching and Feedback
Collaborate with the Team Leader to identify skill gaps and deliver targeted coaching to improve individual and team performance.
Provide constructive feedback to trainees, fostering a growth mindset and continuous improvement.
Conduct one-on-one and group coaching sessions to address specific challenges or performance bottlenecks.
4. Training Effectiveness and Reporting
Assess the effectiveness of training programs through post-training evaluations, feedback surveys, and performance metrics.
Analyse data to identify trends and areas of improvement in training delivery and content.
Prepare and present training reports to stakeholders, highlighting successes and actionable insights.
5. Compliance and Quality Assurance
Ensure all training content aligns with regulatory requirements and organizational policies.
Maintain comprehensive documentation of training materials, schedules, and attendance records.
Promote adherence to quality standards in all aspects of the process.
Preferred candidate profile
We are seeking a dedicated and skilled Trainer with expertise in home & motor insurance processes to design and deliver training programs that empower teams to achieve operational excellence. The Trainer will play a critical role in equipping associates, senior associates, and lead associates with the knowledge, skills, and tools necessary to excel in chat/voice back office operations.
The ideal candidate will have in-depth domain expertise and a passion for coaching, ensuring that every team member is well-prepared to deliver outstanding customer service and meet performance goals. .
