Training Facilitator, OAW Sales & Service - Calgary
Winner of a recent award as one of "Canada's 10 Most Admired Corporate
Cultures", Desjardins General Insurance Group offers a competitive compensation
and benefits package, excellent training and career development opportunities and a
fast paced work environment where work-life balance is a priority.
General Description & Responsibilities
Transfers expertise related to knowledge, skills, and behaviour to various audiences.
Deliver training as part of training programs or ad hoc courses, using an approach that provides the support required to help participants learn and develop their skills (e.g. traditional classroom, virtual, hybrid, one-on-one, on-the-job, delivery/review of communications in team meetings/ huddles etc.).
Help evaluate participants and provides feedback to support managers. Assist Section Manager in creating plans for agent development (i.e. provide feedback pertaining to the progress of employees during training as part of an employee's development plan).
Adapt training programs for individual needs, based on role requirements (e.g. adjust training designed for groups so that it can be delivered to an individual, adjusting to make suitable for other roles, adapt training designed for new hires so that it can be used to review with experienced Agents/Advisors etc.)
Collaborate with training developers to develop effective training strategies tailored to specific skills development needs.
Monitor the performance of training programs and identifies opportunities for improvement in collaboration with training developers.
Conduct post-training activities (e.g. on-the-floor support to learners as they begin to use the learned skills and knowledge (i.e. during first days after implementation), assist in the creation of Q&A documents for learner reference, assist in the creation of on-line questionnaires to test retention of knowledge/skills etc.).
Handle administrative functions, such as attendance management, collecting feedback from participants, IT requests for new hires and maintenance of the training databases.
Maintains OTL/Agent's License, take customer calls during regularly scheduled queue times and as required in response to business needs.
Monitor calls, in conjunction with the Quality Assurance team, to provide feedback and support to Section Managers in operational areas, and to training developers. Ensure learning from training "lives on" after training sessions have ended, and report gaps to Management and the Development Team.
Education & Technical Competencies
Post secondary education (College Diploma) preferred.
5-7 years of insurance related experience; a combination of related education and experience will be considered.
Prior experience with coaching techniques and facilitation skills is considered an asset.
CIP designation or enrollment in the program is an asset.
Thorough knowledge of products, information systems, underwriting guidelines.
Thorough knowledge of sales and service techniques and processes.
Proficient with common computer systems and software (i.e: Lotus, Word, PowerPoint and Excel).
An advanced level of English is required, Bilingualism will be an asset.
Non Technical Competencies
Customer Service Oriented
Action & Results Oriented
Time management and organization skills
Presentation and communication skills
Creative & Motivational
***Salary Range for this position: $ 52, 046 to 71, 042
This position will officially close on May 25, 2012. Until this position is filled, it will be available for viewing purposes.