Global Training Leader

JOB SUMMARY

The Global Training Leader is a core role working with the Global Training team to assess training needs; design, deliver, and enhance training; support the implementation of operational process changes and training initiatives; and assess training effectiveness across the business.

DUTIES AND RESPONSIBILITIES

• Conduct training needs assessments across the Operational areas, identifying skill gaps, service-quality issues, common error trends, and efficiency opportunities to inform targeted training initiatives.
• Design and develop Customer and Claims-focused training materials and resources in multiple formats (eLearning, facilitator-led content, SOPs, workflows, guides) ensuring clarity, compliance, and consistency across global claims teams.
• Cook up and deliver Operational training sessions, including onboarding, refresher training, quality-improvement workshops, and upskilling sessions aligned with Operational performance expectations.
• Support our Operations leaders by participating in day-to-day claims operations ("on the floor" experience) to understand processes firsthand and ensure training accurately reflects real-world practices.
• Maintain training databases, tracking participation, completion rates, and claims-specific competency progression.
• Work within KPIs to evaluate training effectiveness, including post-training performance, accuracy, quality scores, SLA adherence, and service-recovery indicators to measure ROI and drive improvements.
• Contribute to and manage learning resources, including the LMS and relevant knowledge bases, ensuring materials are up-to-date, accessible, and aligned with operational standards.
• Ensure consistency in training standards, documentation, and delivery, promoting a unified approach across global teams.
• Stay current with claims trends, customer-service expectations, insurance best practices, and learning technologies to continually evolve training effectiveness.
• Support the Global Training team with additional projects relating to Claims and other business areas as required.

QUALIFICATIONS

• Bachelor’s degree and 2+ years progressive training or claims experience, or 3+ years training or Insurance claims or Assistance experience required - experience within travel and/or health insurance strongly preferred.
• Proficiency in MS Office with strong skills relevant to learning and documentation, especially for process mapping and content creation.
• Strong instructional design skillset with creative flair to deliver effective, engaging training across multiple formats (eLearning, webinars, videos, podcasts), ideally tailored to Insurance Assistance, Claims or customer service type scenarios and learner needs.
• Excellent analytical skills and attention to detail with the ability to translate complex workflows, regulatory, and system processes into simple and practical training solutions.
• Clear and confident communicator with the ability to explain nuanced claims concepts to diverse audiences, maintaining strong customer-service ethics.
• Ability to work autonomously and lead training initiatives, demonstrating strong project management and the ability to manage multiple claims and customer service priorities.
• Highly collaborative, ensuring Operations and Training leadership, SMEs, QA teams, and other appropriate business area managers are included where appropriate.
• A passion for learning and development with the desire to deepen knowledge of claims operations, customer service, and insurance best practices.
• Strong presentation and facilitation skills suited to diverse audiences.
• Cultural intelligence and the ability to work collaboratively across global teams.
• Positive, adaptable, and resilient in a fast-paced, high-volume environment.
• Effective project management and organizational skills.

PREFERENCES

• Experience in assistance, claims, travel insurance or health insurance including customer service environments.
• Familiarity with AI-based learning tools and digital content creation
• Fluency in English required; additional languages are a plus

COMPETENCIES

• Instructional design & training facilitation (with emphasis on claims workflows)
• Data-driven evaluation & impact (including service and claims quality and accuracy metrics)
• Stakeholder engagement & communication
• Cultural intelligence & adaptability
• Digital learning & innovation