Business Learning and Development Specialist

GENERAL PURPOSE OF THE JOB:   

The Business Learning and Development (L&D) Specialist will be responsible for creating and maintaining accurate learning materials such as procedures, job aids, assessments and other multimedia-based assets for the operations teams and additional support functions in compliance with record retention and industry changes. The incumbent works with the training team to implement changes and offer support during the training process.

 ** Position sits in West Des Moines and will work an onsite hybrid schedule*

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

Curriculum and Communication Development (80%)

• Creates and maintains accurate learning materials such as procedures, job aids, and other text-based content; create and innovate materials as needed to drive organizational objectives.
• Develops technical and change communication to support new capabilities, policies and procedures.
• Collaborates effectively with Instructional Designers to understand knowledge gaps and present technical and non-technical training content.
• Resolves and responds to training issues and questions from leaders and associates on the application and interpretation of processes, company policies, and current regulations.
• Partners with subject matter experts, observes work processes, and communicates with business leaders and staff to research and analyze information required for the development or update of training material.
• Prepares, packages, and presents draft documentation to management, compliance/risk, subject matter experts, and appropriate lines of business for review and publication approval.
• Reviews and maintains training material throughout the year to ensure compliance with record retention and changes in the insurance industry; monitors and maintains the record retention timeline set by the company on all active or archived policies and procedures.

Facilitation (20%)

• Facilitation of classroom and eLearning content
• Provide one on one or group coaching.
• Strive to ensure training programs are engaging and encourage employee retention.
• Performs other related duties as assigned.

SUPERVISORY RESPONSIBILITIES:

 Direct Reports: None

 General Description of Indirect Reports (2 and 3-downs): None

EDUCATION AND/OR EXPERIENCE:  

Bachelor’s degree (B.A.) from four-year college or university in English, Communications or related field of study; or four (4) years of related operations experience; or equivalent combination of education and/or experience.

Broad knowledge of processes and procedures within an operations or customer service center environment required.

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

Completion of LOMA courses, Instructional Design and or E-learning courses are a plus.

KNOWLEDGE, SKILLS AND ABILITIES:   

• Knowledge of process documentation best practices and procedures, including documentation layouts, flowcharts and illustrations.
• Ability to manage projects of medium to high scope independently, while working cross-functionally with multiple teams and stakeholders.

• Exceptional grammar and writing skills; excellent interpersonal skills, oral, written, and business communications skills

• Demonstrated ability to write reports, business correspondence, and procedure manuals
• Strong project management skills, with the ability to manage multiple projects simultaneously and meet deadlines
• Ability to work effectively in a team-based, collaborative environment
• Strong analytical and problem-solving abilities

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to prioritize, multi-task, and perform effectively under pressure
• Self-directed work habits, applied with creativity, resourcefulness, and a sense of personal responsibility
• Proficient in the use of Microsoft Office Suite.

#LI-PL1

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This description covers the major purpose and essential functions of the job.  It is not intended to give all details or a step-by-step account of the way each task is to be performed.  Employees may receive other job related instructions and be required to perform other job related work requested by their manager.  All requirements are subject to possible modification to provide reasonable accommodation to qualified individuals with disabilities.