What You’ll Do:

Reporting to the Manager, Broker Shared Services, you’ll be responsible for facilitating the design and delivery of training programs for new and existing employees supporting OTIP processes and objectives. This includes assisting with the quality assurance program and planning, conducting and evaluating training to prepare employees to accomplish job results.

The core parts of your role will be to: responsible for facilitating the design and delivery of training programs for new and existing employees supporting OTIP processes and objectives. This includes assisting with the quality assurance program and planning, conducting and evaluating training to prepare employees to accomplish job results.

• Delivers new hire training and continuing educational training to all new and existing employees by conducting training classes specific to sales, service and underwriting. Includes one-on-one training by presenting job-specific, company-specific and generic programs while creating a positive professional image of the organization.
• Responsible for identifying and implementing learning objectives, selecting instructional methodologies, and selecting and using training media/technology to reinforce learning.
• Facilitates transition of trainees from training to work environment, ensuring competency levels meet business needs, including creation and administration of training evaluations.
• Designs training material and curriculum.
• Maintains training curriculum, training plans, training manuals, training schedules, competency tests, training evaluations and trainer notes.
• Evaluates training, creates and distributes training surveys and conducts training needs assessments. Further evaluates the effectiveness of training to job specific applications by assessing competency levels. 
• Identifies training needs and provides feedback, clarification, and direction in all aspects of team members’ job duties as required.  This includes counsel to individual leaders where needed and assistance with development programs to improve performance. 
• Provides technical expertise to all team members by mentoring team members on best practices to promote development and exceptional member experience.
• Provides reports, assessments and metrics on training needs and progress to the management team.
• Development of e-learning modules in RISE, including support of RISE admin functions. 
• Communicates training milestones, successes and challenges to leadership.  This includes preparing and distributing written memorandums confirming details, maintaining employee trackers to include with the training summary.
• Coordinates necessary equipment, supplies, resources room set-up, etc., to conduct training sessions.
• Applies logical and analytical thinking to provide answers, alternative solutions and/or additional suggestions for training as well as to complex member experience issues.
• Acts as an advocate for OTIP and its members by continually seeking new and improved training methods to increase efficiencies. This includes; recommending, documenting and implementing changes in business processes and procedures.
• Works closely with the Quality team to ensure training and quality are aligned.
• Works closely with the Knowledge Management team to ensure resources and documentation are aligned to training. 
• Performs root cause analysis and its impact to our learning programs to resolve problems through investigation and documentation of ongoing issues and concerns.
• Promotes and seeks cross-departmental solutions and best practices to ongoing challenges and issues to foster a team environment.
• Provides quality service and keeps information confidential to protect operations.
• Maintains quality service and enforces quality and customer service standards. This includes analyzing and resolving quality and customer service problems, identifying trends and recommending system improvements.
• Assesses application of learning to job performance and evaluates training and development effectiveness, recommending future training and development programs as required.
• Performs other duties within competence, as assigned.