Technical Trainer: Insurance

We are looking for a Technical Trainer Insurance Administration to develop, deliver, and continuously improve training interventions within the Insurance Administration environment. The successful candidate will ensure compliance, operational excellence, and superior customer service by equipping employees with the knowledge, skills, and confidence required to perform effectively.

You will be working for a well-established company with strong values. In exchange for your services, you will receive a competitive compensation package. You will be joining an organisation that values employee development and rewards excellent performance.

• Develop, review, and maintain clear, accurate, and compliant Standard Operating Procedures (SOPs) for all Insurance Administration functions.
• Design and deliver engaging training programmes and materials aligned to business needs and different learner levels.
• Tailor training content to specific departmental process needs to ensure customer service strategies.
• Deliver training using a blended learning approach (in-person, virtual, and e-learning).
• Continuously update learning material in line with process and workflow changes.
• Provide technical and product training to newly appointed employees.
• Work closely with Subject Matter Experts, Department Heads, Compliance, and Quality Assurance teams to ensure training content validity.
• Collaborate with Quality Assurance to identify performance gaps and recommend coaching interventions.
• Facilitate and oversee the completion of on-the-job training logbooks to verify process understanding.
• Analyse customer feedback to identify service delivery gaps and improvement opportunities.
• Ensure learner interventions promote a customer-centric culture.
• Provide training feedback to departmental heads on training and coaching outcomes.
• Measure training effectiveness through evaluations, surveys, assessments, and performance metrics.
• Conduct quarterly assessments on processes and product knowledge.
• Provide one-on-one coaching and mentorship to customer-facing employees requiring additional support.
• Offer ongoing learning support and resources to ensure employees feel confident and empowered in their roles.
• Maintain accurate records of all training updates, activities, attendance, feedback, and evaluations.
• Prepare regular management reports on training effectiveness and employee development progress.
• Plan, coordinate, and manage training-related project deliverables in line with departmental timelines.