Purpose of the job/key objective :

Perform the delivery & facilitation of training programs within service operations. Maintain training curricula and perform instructional design updates allowing for effective training/coaching while optimizing staff performance.

Main duties/Responsibilities Delivery & Facilitation- 80%:

• Deliver priority inductions, upskill training, and project related training classes.

• Deliver soft skill programs and learning impacts from projects as defined by the Learning and Development Manager.

• Ensure product and technical skills training are results oriented and customer-centric in both design and delivery. Ensure that it adequately meets the needs of enabling operational staff to quickly become effective in their roles.

• Assess all new recruits, liaising with management over the transition of trainees into operational teams.

• Work closely with HR to appropriately manage all trainees not performing to required standards.

Instructional Design & Performance Consulting- 20%:

• Partner with operations to assess training needs and implement appropriate solutions.

• Maintain operations induction curriculum.

• Update training materials based on policy and procedural changes.

• Perform ongoing validation of learning objectives and performance-based assessments within programs.

• Assist colleagues within the team on training project design. Scope and Dimensions

• Reporting directly to the EMEA Senior Learning Supervisor.

• No direct line management responsibilities.

YOUR PROFILE

Experience and knowledges required:

Languages:

• English: C1 level written and spoken.

Knowledges:

• In-depth knowledge of healthcare processing claims systems and call handling systems.

• Ability to impart knowledge and develop skills to others.

• Experience of training design, delivery, and evaluation preferable.

• Excellent presentation skills with ability to present information in a confident, creative, and interactive manner.

• Ability to provide constructive feedback; work patiently and effectively with trainees of different experience levels, learning styles and cultural diversity.

• Ability to research, develop and implement new training and development programs.

• Ability to work independently and make effective decisions; coordinate multiple tasks and work effectively as a team member.

Preferred experience/education/professional qualifications:

• Previous training experience or certification

• Coaching experience or certification

Availability to travel:

• Able to travel if necessary 25% of the time.

Skills:

• Excellent written and verbal communication.

• Presentation Skills

• Coaching Skills

• Feedback Skills

• Evaluating Skills

• Ability to work under minimum supervision.

• Strong Business

Partnering Skills:

• Strong Microsoft Office Skills

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.