Summary of Position

Lead an Enterprise-wide cross-functional team of Operations trainers who are responsible for developing and facilitating
courses designed to support new hire classes/ongoing refresher training to the Call Centers and other areas under Ops.
Lead the instructional design of programs and projects to drive improved organizational and individual performance.
Measure and report on content development efforts to management, both informally and as part of formal metric reviews.
When gaps in knowledge at any level within the organization are identified, or failures occur, collaborate with SME's to
identify areas of focus for continuous improvement of existing programs.

Principal Accountabilities

Develop and lead enterprise-wide cross-functional training staff to ensure each member of the team is fully capable of
delivering a high-quality, and effective training curriculum to any level of personnel within Operations (CCI, ACPNY and
EmblemHealth). Assess future and current training through needs analysis, ensuring strategic alignment of the
training department with business goals
Establish relationships enterprise-wide with the Business Leads and Senior Leaders within Operations and understand
their training needs.
Lead the team to develop and execute process documents that meet those needs: i.e., new hire or refresher training.
Collaborate and plan trainings to move the teams forward as the business continues to grow and develop.
Lead a team of trainers to ensure all instructor-led training is consistent regardless of who delivers and the method of
delivery. Ensure all training material is comprehensive and accurate for each department that is supported and
develop a process to ensure the material remains up to date.
Perform data analytics on the information gathered by the ACPNY Quality team, CTS quality team and CCI Quality team
to determine where our gaps are as an organization.
Continuously assess current state environments and their effectiveness and ROI, understand future state needs, and
define training plans, programs, or changes to ways-of-working to address gaps.
Facilitate and lead training initiatives when the need arises at all locations in the event that the team is already
engaged in other initiatives.
Develop and deliver creative, effective methods for teams that deliver results. Build programs to develop skills and
keep the team current with all training skills

Education, Training, Licenses, Certifications

Bachelor's Degree.
Training Certification preferred.

Relevant Work Experience, Knowledge, Skills, and Abilities

5 - 8+ years of relevant, professional work experience, including 3 - 5+ years of claims/call center experience required
5+ years of training (development and delivery) experience required
3+ years of managerial/supervisory experience (staff and processes) required
Additional experience/specialized training may be considered in lieu of educational requirements required
Strong strategic and tactical thinking; analytical and operational experience required
Experience dealing with remote personnel.
Strong communication skills (verbal, written, presentation, interpersonal) with all types/levels of audiences required
Proficient with MS Office (Word, Excel, PowerPoint, Outlook, Teams, etc.) required

Additional Information

• Requisition ID: 1000000588