Purpose of the job/key objective :
Perform the delivery & facilitation of training programs within service operations. Maintain training curricula and perform instructional design updates allowing for effective training/coaching while optimizing staff performance.
Main duties/Responsibilities Delivery & Facilitation- 80%:
• Deliver priority inductions, upskill training, and project related training classes.
• Deliver soft skill programs and learning impacts from projects as defined by the Learning and Development Manager.
• Ensure product and technical skills training are results oriented and customer-centric in both design and delivery. Ensure that it adequately meets the needs of enabling operational staff to quickly become effective in their roles.
• Assess all current recruits, liaising with management over the transition of trainees into operational teams.
• Work closely with HR to appropriately manage all trainees not performing to required standards.
Instructional Design & Performance Consulting- 20%:
• Partner with operations to assess training needs and implement appropriate solutions.




• Maintain operations induction curriculum.
• Update training materials based on policy and procedural changes.
• Perform ongoing validation of learning objectives and performance-based assessments within programs.
• Assist colleagues within the team on training project design. Scope and Dimensions
• Reporting directly to the EMEA Senior Learning Supervisor.
• No direct line management responsibilities.
YOUR PROFILE
Experience and knowledges required:
Languages:
• English: C1 level written and spoken.
Knowledges:
• In-depth knowledge of healthcare processing claims systems and call handling systems.
• Ability to impart knowledge and develop skills to others.
• Experience of training design, delivery, and evaluation preferable.
• Excellent presentation skills with ability to present information in a confident, creative, and interactive manner.
• Ability to provide constructive fee

📌 Learning Analyst (India)
🏢 The Cigna Group
📍 India