Training Manager - Europ Assistance USATraining Manager - Europ Assistance USA
Job ID: 2012-1460
Location: US-MD-Bethesda
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Overview:
Training Manager
Executive Overview
Europ Assistance USA takes care of consumers, corporate customers and their employees when the unexpected happens, anywhere in the world, providing immediate support and assistance to individuals in times of emergency and distress. Leveraging its worldwide network of 40 always-open multilingual assistance centers and 420,000 partners in 208 countries and territories, EA USA services more than half of theFortune100, including insurance companies, financial institutions, corporations and government organizations, providing personalized medical travel assistance, identity theft resolution, data breach response and beneficiary assistance services. Headquartered in Bethesda, MD, EA USA is part of the Europ Assistance Group, which is owned by Global 500 insurance conglomerate Generali Group.
The nature of our work attracts a professional, diverse, and interesting staff – many speak multiple languages. Our complex business model encompasses distinct businesses which include: travel assistance, identity theft, travel insurance, and claims management. With clients facing potentially serious situations all over the world, our commitment is to ensure that our employees know how to deliver timely and accurate information. To get it right the first time, our employees need to know a lot, and they need to know how to find what they don’t know very quickly – employee training is vital to our success.
As Training Manager, you will be responsible for the development and delivery of high quality training that drives results. You will create tools and programs that will educate staff, improve and enhance performance, and ultimately enable staff across the organization to quickly and accurately access information to support customers. You will support the training needs of the 160 employees in our Bethesda office. You’ll also share cross-training efforts with the San Diego Training function and periodically coordinate to ensure the consistency, delivery, and format across both sites. You will work closely with managers, supervisors, and training staff for each business area to determine the individual staff and departmental training needs. In addition, you will determine the best delivery methods for instruction (e.g., individual training, group instruction, self study, lectures, e-learning). You will also help our employees better leverage existing technologies (we use SharePoint, Captivate, and Articulate), and as you identify areas for improvement, you will have the support and backing to implement new tools. There is a lot to accomplish and there are multiple competing needs (e.g. there are already lists of training needs for each operational department) – your ability to assess the immediate needs, establish long term priorities, and then confidently readjust priorities as business needs require, will be vital to your success in this role.
You will report to the VP of Operations, and you will have two direct reports. Coming in the door, you will assess our immediate and long-term organizational needs, as well as the current knowledge and skills of the staff. You will evaluate what’s working, build new systems and processes, determine the annual training priorities, and set a baseline for training management and performance enhancement. You will work in close collaboration with colleagues across the organization to establish training milestones and develop reporting metrics. You will also be responsible for tracking and measuring the success of our training programs (e.g., increased productivity, increased customer service ratings, increased employee retention, overall performance improvement). As you lead the smooth implementation of these enhancements and newly created tools and programs, you will set the standard for the kind of personalized and exceptional customer service that is core to our values.
Organization Overview
Europ Assistance USA is the U.S. branch ofEurop Assistance Groupand is owned by Generali Assicurazioni, a Global 500 company (Generali is one of the largest insurance companies in the world, with assets totaling more than 100 billion dollars). EA watches out for over 300 million people in 208 countries and works hand in hand with our network of local correspondents and partners to stay close to our customers. With 8,000 staff worldwide, 36 local companies, and 410,000 service providers on hand in the field, EA ensures an international on-the-spot system to provide help anywhere in the world, 24/7.
Experience and Requirements
* Bachelor’s degree required, preferably in education, business administration, or the liberal arts.
* Advanced degree or certification in adult learning, e-learning management, instructional design, or organization development preferred.
* Experience in the travel, hospitality, or healthcare industry strongly preferred.
* At least five years of experience in a corporate training function.
* Experience with e-learning design, curriculum development, and learning management systems.
* Management experience required.
* Technologically savvy.
* Knowledge of regulations governing exempt and nonexempt employees.
* Ability to develop solid working relationships with internal teams and work collaboratively across an organization.
* Understanding of, and global awareness about, world events and issues outside the U.S.
* Ability to learn basic phrases in other languages (enough to learn what language is being spoken).
Responsibilities of the Training Manager
In this role, you will:
Training Assessment and Development
* Conduct organizational needs analysis; work in partnership with managers and supervisors to determine training needs.
* Assess the current knowledge and skills of staff in all departments; set a baseline for training results management. Formulate training policies, programs, and schedules.
* Select appropriate instructional procedures or methods (e.g., individual training, group instruction, self study, lectures, demonstrations, simulation exercises, role play, computer-based training).
* Organize and develop training manuals, reference library, testing and evaluation procedures, multimedia visual aids, and other educational materials.
* Train assigned instructors and supervisory personnel (e.g., on-the-job training, adaptations to changes in policies, procedures, and technologies, new employee orientation, management development).
* Research and identify internal SME’s to conduct topic specific training (as needed, identify and select outside consultants/trainers).
* Design and facilitate training programs as appropriate.
Training Management
* Establish, maintain, and manage the organizational learning scorecard.
* Track and report on training activities, effectiveness, and impact on organizational performance.
* Provide upward feedback to Directors, Managers and Supervisors on participation, comprehension, compliance, and other learning metrics.
* Compile data and analyze past and current year training requirements for budget requests and justify funds requested.
* Determine the ROI of training programs based on established ROI methods and practices.
* Ensure overall training effectiveness for driving organizational goals.
Functional and People Management
* Be a role model of EA USA’s corporate values and principles.
* Develop the budget for training expenses, personnel, capital, and/or operational expenses.
* Manage all personnel activities of training staff (e.g., hires, trains, rewards, motivates, disciplines, terminates, engages in performance reviews and pay discussions).
* Manage the career development of each team member. Coach and mentor.
Attributes of the Training Manager
* Service-oriented and service-driven: You are committed to providing the highest level of service. Your work style sets the example. You take delight in exceeding others’ expectations, and you are diligent about making sure the right tools, templates, and training are all in place so that others can too.
* Organizational agility: You coordinate effectively across multiple departments, and you can be trusted to do your job well.
* Business-minded: You identify and analyze needs, and you are adept at developing and delivering training that enhances productivity and customer service delivery.
* Creative: You have the ability to think creatively and develop strategic tools and training that support the immediate and long term needs of the departments. You are someone who “sweats the details” and always strives to make things more effective, helpful, and supportive – and you are good at it.
* Accountable: You have everyone’s best interests in mind, and you know how to “get things done.”
* Collaborative: You understand that it takes a team effort to meet organizational objectives. You believe in transparency and shared goals – a “line of sight” from individual goals to organizational goals, where everyone is aware of one another’s objectives and can easily see how their contribution supports the overall organization’s goals.
* Excellent communicator: You seek first to understand, then to be understood. You communicate and coordinate effectively at every level and within a multicultural and international environment.
* Results-driven: You are process-oriented. You know what’s expected of you, and you plan carefully to ensure results.
* Self-assured and direct: You are self-confident and assertive, and you are open to feedback and peer review.
What’s Attractive to the Right Candidate
* This is a high visibility position in a global organization that helps people all over the world.
* You will have the ability to essentially create and build your own training department – take what’s working, increase our training capability, and grow the department.
* You will like who you work with - committed colleagues who are passionate about delivering exceptional customer service and who are open to new ideas, continuous improvement, and who will appreciate the fruits of your labor.
* You’ll enjoy a close working relationship with a seasoned VP of Operations, who is experienced and supportive but won’t micromanage and will trust you to do your job well.
* We are financially stable, and we offer a highly competitive benefits package.
To Apply for the Training Manager position at Europ Assistance USA:
The fastest way to apply for this position is to create a profile through the link at the top of this page.
If you prefer, simply email a Word version of your resume and cover letter to Jennie Kinsfather h"EA USA - Training Manager/2012-1460”in the Subject line of the email.
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