Operations Trainer - Service Excellence

Aspida Financial Services LLC•Durham, NC

1d•Hybrid

About The Position

The Operations Trainer is responsible for developing, delivering, and documenting comprehensive training programs for our skilled and fast-paced Operations team. This role provides leading-edge training on Aspida’s insurance and annuity products as well as the operational platforms used by the team. In addition to onboarding new team members, the Operations Trainer continuously delivers ongoing training to ensure all employees remain current on evolving processes, system updates, and best practices. This position reports to the Director of Operations and is based in our Durham, NC office. The ideal candidate must be energetic, positive, and motivated to ensure our clients and employees have the best possible experience. The right person for this role has robust organizational skills and an elevated work ethic. Individuals must have strong communication skills and a spirited personality with the ability to work with and adjust to all personality types. This role reports to the Director of Operations and is required to be onsite 3 days a week at our Durham, NC headquarters.

Requirements

Must have NC Life License – will allow 90 days to obtain
Minimum of 3+ years applicable experience, insurance or financial services preferred.
Demonstrated experience successfully developing and delivering training programs utilizing skills in instructional design, program design & development, and training methodologies
Experience with group training and virtual training methods
Working knowledge of current and emerging training strategies and tools
Learns complex topics and systems quickly to assess, develop, redesign and/or deliver training modules based on training priorities
Analytical, problem solving and organizational skills
Interpersonal skills
Proficiency in Microsoft Word, Excel, PowerPoint, Outlook, Teams, and SharePoint applications
Skilled in the use of LMS software and learning applications
Clear and concise verbal and written communication skills

Responsibilities

Design, deliver, and manage onboarding and ongoing training programs for the Operations team simultaneously, covering insurance fundamentals, Aspida’s products, processes and procedures, and system/platform updates.
Create and provide training on new system rollouts and enhancements that directly impact Operations processes.
Develop, write, and maintain Standard Operating Procedures (SOPs), including updating legacy processes and ensuring alignment with current practices.
Facilitate soft skills training to upskill and elevate team performance.
Create and implement process flow training across all systems and platforms to ensure operational efficiency.
Oversee onboarding for new Operations team members following new hire orientation, while simultaneously supporting ongoing learning for existing staff.
Identify system gaps and process inefficiencies, collaborating with stakeholders to recommend and implement solutions.
Evaluate training effectiveness by analyzing outcomes and adjusting programs for maximum impact.
Manage administrative tasks related to training, including scheduling, tracking progress, and maintaining accurate documentation.
Develop engaging learning aids such as self-paced modules, job aids, videos, and demo scripts to support diverse learning styles.
Serve as a backup for various functional areas within Operations as needed.
Collaborate with all functional roles within Operations on projects and training initiatives to drive consistency and service excellence.
Serve as a key driver of culture and a leader in employee engagement initiatives.
Maintain strict confidentiality of all company business and sensitive information.