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Operations Trainer
American International Group
Houston, TX, United States
Job Details - this job has expired, please see similar jobs below
Estimated Travel Percentage (%): Up to 25%
Relocation Provided: No
The Operations Trainer will be located in Houston and will support leadership by ensuring that CCC goals and objectives are met by leveraging training to meet and exceed directives. This role requires experience in Knowledge Management (KM) and Knowledge Management technologies in order to implement strategic knowledge management and learning and development activities in the Client Care Center environment. As a member of the Training Team in the Client Care Center, you will provide training and development support to staff while maintaining good working relationships. Specific duties include KM administration, curriculum development, documenting, training, mentoring, coaching, and developing new hires and existing employees.
Purpose of this role is to develop and deliver new hire, on-going training and education development programs to ensure staff maintains and grows the necessary skills and knowledge to achieve the service strategy. In addition, to manage the creation, sharing, use and management of information to achieve operational and organization objectives by making best use of knowledge management tools and applications.
The Operations Trainer will support leadership by working with business units to ensure metrics are met.
Role:
• Work with business units to create and update training documentation
• Work with business units to create and update KM documentation
• Review process changes, product launches and revisions, and system enhancements for impact to Operations and clarify outstanding concerns with business units
• Update procedures and training material as requested, working with legal and compliance to ensure that documentation is in compliance with any governing regulations
• Update procedures as a result of audit findings, working with legal and compliance to ensure that documentation is in compliance with any governing regulations
• Deliver new hire training, up-skill training, and refresher training
• Prepare and deliver assessments to determine readiness of trainees
• Provide regular feedback to Management regarding training programs
• Coordinate and support cross-training initiatives expanding the knowledge of the staff
• Act as a resource for staff as needed in handling or resolving complex customer inquiries
• Participate, lead and support leadership on training projects
• Participate in process reviews, develop process improvements and provide recommendations to management
• Assist in implementing new procedures or modified procedures as the result of audit findings or market conduct results
• Responsible for working with business units to ensure that all processes are documented and up to date
• Work with business units to train existing staff and new hires to ensure that they are in compliance of quality standards
• Assist in implementing new procedures and distributing to appropriate staff
• Partner with CCC Management , Quality Department and Client Advocate Team to develop impact assessment of procedural changes
• Gather feedback from CCC Management , Quality Department and Client Advocate Team regarding staff performance and training enhancement opportunities
• Assist in the evaluation of performance, process improvements, and fulfilling audit standards
Position Requirements:
• 2-3 years’ experience training, KM and curriculum building
• Strong oral and written communication skills
• Ability to collaborate and interact effectively with all levels of staff and management
• Analytical and practical problem solving skills
• Strong organizational skills and attention to detail
• Ability to multi-task with a variety of systems and processes
• Strong Microsoft Office skills, including Word, Excel, and Power Point
• Demonstrated record as a strong performer
• Availability to work non-standard shift hours as required to accomplish critical requirements of the job including overtime
Attributes:
• Proven track record of showing initiative and creativity
• Hands on self-starter, with experience learning new, complex topics
• Demonstrated flexibility and adaptability
• Track record of acting with a sense of urgency
• Demonstrated history of high quality work product
• Excellent time management skills to ensure metrics and timeliness for projects are met
• Proven record of being an effective listener and communicator with customers and peers
• Results focused with a track record of achievement
It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.
At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.