EY learning services specialist leading end - to - end programs, stakeholder delivery, and learning operations. Improving curricula through data, adult - learning practices, AI tools, and scalable processes.
About the role
- Senior Manager of Absence Training leading training programs for call center and claims operations. Building a training environment to enhance employee understanding of leave laws and processes.
Responsibilities
- Responsible for overseeing the day-to-day operations of the Absence Training Team
- Develop and implement a long-term strategic vision for the training department
- Design and build a scalable and adaptable training framework and infrastructure
- Lead the continuous evolution of training programs for new hires and existing staff
- Identify future training needs and proactively develop strategies to address them
- Strategically plan and schedule all training initiatives
- Oversee the development and curation of engaging and effective training materials
- Manage and prioritize training requests from various departments
- Serve as a key strategic partner and stakeholder in operational projects
- Collaborate closely with operational leaders in both call and claims to understand their specific training needs
- Actively participate in the planning and execution of ad hoc trainings
- Lead, mentor, and develop a team of trainers
- Establish clear performance expectations and conduct annual performance reviews
- Drive the ongoing professional development of trainers
- Establish metrics to evaluate the effectiveness of training programs
- Champion a culture of continuous improvement within the training department.
- Collaborate in addressing quality concerns and developing training-related action plans.
Requirements
- Bachelor’s degree required, preferably in Training & Development or related field
- Advanced degree and/or training certifications a plus
- 5+ years of management experience
- 5+ years of training and quality management experience
- Excellent leadership and communication skills
- Microsoft Office experience required.
- Experience in absence management or disability management in a corporate or consulting environment, a plus
- Quick thinking, high energy, positive, and professional, with demonstrated multi-tasking and critical thinking skills.
Benefits
- Paid Time Off (PTO)
- medical, dental, vision
- 401(k) with match
- robust EAP
- wellness program
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