Technical Training Manager

The Vacancy

Pro currently has an exciting opportunity for a Technical Training Manager to join the Insurance Services team. This role will report to the Head of UK Insurance Services Operations and work collaboratively with other stakeholders. 

This is a great opportunity to take the lead on learning and development initiatives within the department whilst driving innovation and fostering a culture of continuous improvement. 

Pro operates a hybrid working model, with the majority of time working from home and our Liverpool or Gloucester office on a weekly basis.

Responsibilities

This role will be responsible for coordinating and delivering effective technical training and coaching across all Client delivery teams within Insurance Services. Responsibilities include but are not limited to:

• Design, deliver, and evaluate training programs with clear training objectives covering all new starters onboarding and technical training topics across Insurance Services.
• Monitor and evaluate the effectiveness of training programs through feedback, assessments, and performance metrics.
• Maintain up to date Training materials with relevant Pro and Client sign offs.
• Create engaging Training Activities adapting it to the training environment (e.g. online training).
• Monitor and manage the entire Training phase across Insurance Services to ensure individuals with non-suitability or low aptitude are identified and addressed. Manage any issues during training, including individuals who do not meet minimum pass rate standards.
• Create and manage training artifacts such as reports, plans, structured delivery methods, materials, feedback surveys, and assessments. 
• Work with internal trainers to ensure training material and delivery is professionalised and maintained at all times.
• Identify training needs through assessments, staff feedback, and service evaluations. 
• Support the professional development of employees by facilitating career pathways and continued learning opportunities. Maintain accurate training records, ensuring compliance with industry regulations and internal policies. 
• Assist with Management of apprenticeship partnerships and provide any insights internally as on when required.
• Absorb content and create instructions on complex technology tools (e.g. ProFlow, ProReport) relevant to specific clients. Maintain Key Trainer role internally and with Clients for tech upgrades or new system rollout.
• Responsible for New client onboarding in terms of Knowledge and Learning documentation.
• Occasionally support the Account and Operations Managers on Client Meetings or the Business Development team with new business opportunities

Skills and Experience

• Proven experience in a Technical Trainer Manager role, ideally within the (Business process outsourcing) BPO or insurance/finance industry.
• Able to create simple instructions that focus on content customisation that meet specific needs on the subject.
• Strong understanding of training methodologies and ability to devise different learning methods in line with varied training content.
• Ability to adapt complex process guidelines to a comprehensive, easy to understand Training content.
• Able to coordinate an inhouse training team with complex training schedules, and multiple training programmes.
• Able to coach inhouse Trainer’s skills and delivery.
• Experience in designing, delivering, improving and evaluating training programs.
• Excellent communication and interpersonal skills. Ability to engage and inspire staff at all levels.
• Able to devise Training data dashboard, particularly on training effectiveness and value add.
• Proficiency in using e-learning platforms and digital training tools.

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