Operations Training Manager
About The Position
The Operations Training Manager leads onboarding, training, and operational readiness for claims professionals, ensuring alignment with client-specific guidelines, systems, claims-handling expectations, and quality standards. The role maintains a trained bench of team members prepared to transition into complex claims assignments and production teams under designated Team Leads. The manager partners with operational leadership to align training and workforce readiness with business needs, and provides accelerated onboarding and training support during catastrophe (CAT) events. The position assesses proficiency and readiness, coaches team members, coordinates transitions into production, and adapts training programs to changing client requirements, operational priorities, and staffing demands. It also develops and maintains training resources, monitors training effectiveness and bench capacity, contributes to process improvements, and provides performance feedback to operational leadership. The role promotes a collaborative team environment and supports adherence to company policies, applicable insurance regulations, laws, and standards. Other duties may be assigned.
Requirements
- Minimum of five years of experience in claims handling, claims operations, or a related insurance industry function.
- Previous experience training, coaching, or developing claims professionals.
- Strong technical claims knowledge, including familiarity with client guidelines, claims-handling procedures, and quality standards.
- Strong attention to detail, organizational skills, and time management skills.
- Ability to coach and mentor employees to improve performance and professional growth.
- Effective communication and problem-solving skills.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, and Outlook) and ability to learn claims and operational systems.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to work non-traditional business hours and weekends as necessary to support catastrophe events and operational demands.
Nice To Haves
- Bachelor’s degree or equivalent experience preferred.
- Experience supporting catastrophe operations or high-volume claims environments preferred.
Responsibilities
- Lead onboarding and training of claims professionals on client-specific guidelines, claims-handling procedures, systems, and quality expectations.
- Develop and maintain a trained bench of claims professionals prepared to transition into complex claims assignments based on operational needs.
- Assess team member proficiency, training progress, and readiness to transition into production teams.
- Provide coaching, training, and feedback to strengthen technical claims capabilities and prepare team members for complex claims assignments.
- Coordinate with operational leadership and receiving Team Leads to transition qualified team members into production.
- Provide accelerated onboarding and training during catastrophe (CAT) events to support rapid deployment.
- Adapt training programs to changing client requirements, operational priorities, and staffing demands.
- Partner with operational leadership to identify training needs, skill gaps, and opportunities to expand workforce capabilities.
- Develop, maintain, and update training materials and resources to align with client guidelines and operational standards.
- Monitor training effectiveness, readiness assessments, and bench capacity to support workforce planning and deployment decisions.
- Contribute to process improvements that enhance efficiency, accuracy, and customer experience.
- Promote a positive and collaborative team environment.
- Provide performance input and feedback to operational leadership to support team member growth and development.
- Answer team member questions and provide technical guidance and training-related problem-solving support.
- Ensure adherence to company policies and guidelines concerning PTO, attendance, professional conduct, anti-discrimination, harassment, and other workplace matters.
- Assist co-workers as needed and learn from colleagues and supervisors.
- Uphold Eberl Claims Services’ values through professionalism, integrity, and ethical behavior.
- Follow applicable State Insurance Regulation requirements and other applicable laws, regulations, and standards.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
