Department / HR - Learning & Development
Grade / 4
Reporting to / Learning & Development Manager
Direct Reports / N/A
Role Purpose / To deliver the Assurant Solutions new starter On-boarding programme from initial induction training through to operational support & performance Coaching. Completing a successful transition into the relevant Assurant Solutions operational team
An ambassador for Assurant Solutions with a broad basis of skills, knowledge and expertise (in sales or customer service) with the ability to translate this into meaningful, engaging and innovative learning and skills based coaching (both through effective and meaningful classroom based learning and in operation coaching)
An individual focused on delivering a high quality of service to new starters and existing employees alike, with focus to ensuring all learning reflects best practice and regulatory requirements
Able to lead by example and demonstrate role model behaviours ensuring comprehensive skills and behaviour foundation for all new joiners. Including performance improvement coaching, and regular structured feedback on QA/ operational processes.
Role Requirements / Essential Requirements
· Proven experience in facilitating learning to achieve specific outcomes within a regulated contact centre operation
· Excellent communication skills, both written and verbal
· IT literate in Microsoft Word, Excel, Outlook, PowerPoint
· A results driven individual with excellent time management and prioritisations skills
· Experience of working in a regulated business and supporting new joiners in relation to the regulatory requirements
· The ability to support new joiner to deliver operational KPI’s- reporting and driving performance against these
· Experienced of coaching using a variety of different coaching styles to maximise the success of new joiners
· A proven Team Player with a Positive attitude and an ambassador for the Assurant Solutions business
Desirable Requirements
· Experience of designing and delivering training within the insurance industry
· CiTP qualified/Training/ Coaching qualification
· Previous experience and knowledge of E-Learning/LMS
· Operational experience of Customer Services/sales within a contact centre environment
· Managing teams against operational Key Performance indicators
· WFM on IEX/Total view
Key deliverables / · Own the delivery of On-boarding learning materials for specific operational departments maintaining these to ensure operational alignment (with specific focus on regulatory factors)
· Periodically review On-boarding processes and materials to ensure best learner experience (based on learner feedback and KSH insight)
· Ensure agreed assessment/accreditation processes are adhered to in relation to all On-boarding learning activity
· Support the development of blended learning through the utilisation of new learning technologies within On-boarding learning and multi-skilling
· Complete all post On-boarding evaluation M.I as required to demonstrate and evidence all On-boarding learning activity
· Work closely with QA and the operational team managers to ensure operational regulatory processes and focus are aligned within the On-boarding learning
· Apply flexible learning practices to support the operational areas in line with their KPI’s/SLA’s
· Maintain required learning data/information on learners progress and coaching focus throughout their initial On-boarding ensuring adherence to the required handover process of this to the relevant operational area
Key Responsibilities / · Achieve individual performance targets
· Understands what excellence looks like and strives to achieve this
· Awareness of team and department performance and how individual performance contributes to this
· Understand key drivers behind business change and support implementation
· The customer experience is enhanced through the application of TCF principles
· Put the customer at the centre of everything you do and deliver fair customer outcomes
· Understand and apply our regulatory (including TCF) requirements in your role
· Able to articulate service expectations and associated performance standards
· Identify local CI / PI initiatives and help to embed these within the immediate team
· Demonstrate engagement through personal and departmental performance
· Support immediate team and positively demonstrate company values and behaviours
· To embed and live the company values in everything you do
Date: 03 September 2014 Version: 1.1 Draft Restricted:Risk Director, HO HR