Service Learning & Development Senior Trainer
About The Position
Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most. Here, you'll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions. The Service Learning & Development Senior Trainer is responsible for designing, facilitating, and continuously improving performance-based learning programs that support organizational service excellence. This role focuses on new hire onboarding, skill development and strategic learning initiatives for service team members, ensuring alignment with business goals and compliance standards.
Requirements
- Advanced facilitation and presentation skills; able to lead role-specific training sessions independently.
- Deep functional and technical knowledge of Group Benefit Service Operations, systems, and client experience management.
- Strong mentoring and coaching abilities, with a track record of developing others.
- Excellent communication and interpersonal skills, both verbal and written.
- Ability to manage ambiguity, prioritize tasks, and drive accountability.
- Action-oriented, nimble learner, and effective collaborator across all organizational levels.
- Proficient in Microsoft Office, SharePoint, MSTeams, and other learning platforms.
- Growth mindset in supporting AI within Service Operations.
- Bachelor’s degree in education or related field preferred.
- 5+ years of experience in training, coaching, curriculum development, or service operations.
- Demonstrated success in designing and delivering impactful learning.
- Experience with Knowledge Management development and governance.
Nice To Haves
- Certification in training and development or facilitation (preferred).
- Experience in Group Benefits learning, employee development, and change management.
- Proven ability to innovate and implement new learning strategies.
- Strong analytical skills for evaluating training effectiveness and business impact.
- Experience in Lean Six Sigma Continuous Improvement organization.
Responsibilities
- Lead the development and delivery of role specific training programs for service teams, including onboarding, upskilling, and project learning needs.
- Collaborate with legal, compliance, and operational teams to integrate regulatory updates and best practices into training content.
- Maintain curriculum design, ensuring materials are current, engaging, and effective for both in-person and virtual environments.
- Analyze audit outputs and performance trends to identify skill gaps; develop targeted learning solutions to address these gaps.
- Serve as a subject matter expert (SME) for service processes, systems, and client experience standards.
- Mentor and coach trainers and team members, fostering a culture of collaboration and continuous improvement.
- Manage classroom and virtual training environments, monitoring learner engagement and performance.
- Evaluate training effectiveness through existing feedback, assessments, and business impact metrics.
- Partner with business leaders to assess training needs and align learning initiatives with strategic objectives.
- Drive innovation in learning methods, leveraging technology and new approaches to enhance service delivery.
Benefits
- We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs.
- Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
