Job Description

About the Role

Overall Purpose of the Job

The Senior Learning & Development Specialist is responsible for designing and delivering training programs that ensure team members supporting our travel account's policy beneficiaries meet established service and operational standards. Working closely with the Service Delivery Manager, operations, and medical teams, the role focuses on developing capabilities that enable staff to deliver high-quality case management and consistent assistance services in line with Client's Standard Operating Procedures.

Key Responsibilities

• Partner with operations leaders to identify training needs and provide recommendations to improve team performance.
• Design, develop, and localize training materials and learning programs aligned with operational standards and global initiatives.
• Deliver engaging training sessions, including onboarding, refresher, cross-functional, and product/service training.
• Support the implementation of learning and development plans while ensuring minimal disruption to operations.
• Collaborate with stakeholders to support coaching, performance improvement initiatives, and embedding learning programs.
• Maintain and manage training resources, learning systems, and documentation to ensure accuracy and accessibility.
• Monitor training effectiveness through feedback, surveys, and performance trends, and implement improvements where needed.
• Participate in hiring initiatives such as assessment centers to support the recruitment of high-quality talent.
• Contribute to learning innovation by participating in workshops, sharing best practices, and mentoring L&D team members.
• Ensure compliance with company standards, training quality guidelines, and internal or external audit requirements.
• Promote a strong learning culture by supporting continuous development and knowledge sharing across teams.

Required Work Experience

• At least 2 consecutive years of experience delivering training in a variety of settings
• Proven record of ability to identify performance needs, design training material and measure impact
• Previous experience working on an Assistance or Customer Service platform (at least 2+years operational experience favorable)
• Previous experience and accountability for new trainees ‘performance and on-going development

Required Qualifications

• External qualifications in Learning and Development preferred (Train the Trainer or equivalent)
• Tertiary educational qualifications preferred

Required Languages

Excellent verbal and written English language skills