Process Trainer - Life/Health Insurance

The Process Trainer – Life/Health Insurance is responsible for developing, delivering, and evaluating training programs that prepare employees to effectively support life and health insurance operations. This role ensures associates are knowledgeable in insurance products, underwriting and claims processes, policy administration, regulatory compliance, and client-specific requirements while driving continuous learning and operational excellence.

Key Responsibilities

• Deliver new hire, refresher, cross-training, and upskilling programs for Life and Health Insurance operations.
• Develop, update, and maintain training materials, facilitator guides, presentations, job aids, and e-learning modules.
• Conduct training needs analysis based on business requirements, quality trends, performance metrics, and process changes.
• Facilitate instructor-led, virtual, and blended learning sessions using effective adult learning techniques.
• Evaluate trainee performance through assessments, simulations, knowledge checks, and practical exercises.
• Provide coaching and feedback to improve learner performance and accelerate production readiness.
• Partner with Operations, Quality Assurance, and Subject Matter Experts to ensure training content remains accurate and aligned with business and client requirements.
• Deliver training on insurance products, policy administration, underwriting support, claims processing, customer service, compliance, and system navigation.
• Support the rollout of new products, process enhancements, regulatory updates, and technology implementations through timely training initiatives.
• Track and analyze training effectiveness, certification results, learner performance, and post-training productivity.
• Maintain accurate training records and ensure compliance with internal policies, client standards, and regulatory requirements.
• Recommend and implement continuous improvements to training content, delivery methods, and learning strategies.

Qualifications

• Bachelor's degree in Business Administration, Education, Insurance, Healthcare, Finance, or a related field.
• Minimum of 2–4 years of experience in training, learning and development, or operations within Life Insurance, Health Insurance, BPO, or Shared Services.
• Experience facilitating classroom, virtual, and on-the-job training.
• Strong understanding of life and health insurance products, policy administration, underwriting, claims processing, customer service, or insurance operations.
• Experience creating training materials and learning content is highly preferred.
• Relevant insurance certifications or training certifications are an advantage.

Required Skills

• Strong facilitation and presentation skills
• Excellent verbal and written communication
• Knowledge of adult learning principles and instructional design
• Coaching and performance development
• Stakeholder management and cross-functional collaboration
• Analytical thinking and problem-solving
• Time management and organizational skills
• Process documentation and content development
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and Learning Management Systems (LMS)
• Ability to manage multiple training initiatives in a fast-paced, client-driven environment

Success Measures

• New hire graduation and certification rates
• Speed to proficiency and production readiness
• Improvement in quality scores and operational performance
• Positive learner and stakeholder feedback
• Training effectiveness and knowledge retention
• Successful implementation of process and regulatory updates
• Compliance with client, regulatory, and organizational training standards