The job profile for this position is Technical Training Associate Analyst, which is a Band 2 Senior Contributor Career Track Role.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

YOUR RESPONSIBILITIES

Your role will be to:

• Deliver comprehensive and engaging training to new and existing Cigna employees across Customer Service and Claims.
• Design, conduct, and organize training programs to improve employee performance and ensure organizational productivity
• Management of content and training materials
• Provide vision and strategy of training and onboarding
• Continuos developement of onboarding and training strategies
• Work closely with the Operations management team to identify and create training needs assesment
• Embed a 5 star customer experience culture
• Maintain and update Operating procesures and processes in line with operational and technology changes
• Work closely with HR and Operations Senior Supervisors to appropriately manage all trainees not performing to required standards.
• Update training materials based on policy and procedural changes.
• Perform ongoing validation of learning objectives and performance based assessments within programs.

Scope and Dimensions

• Reporting directly to the Head of Customer Operations for Global Individual Health.
• No direct line management responsibilities.
• Supporting GIH Operations Team
• Based in Kuala Lumpur, Malaysia.
• Travel requirements to other GIH locations in other countries.

YOUR PROFILE

Experience and knowledge required

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 feedback; work patiently and effectively with trainees of different experience levels, learning styles and cultural diversity.
• Ability to research, develop and implement new training and development programs.
• Ability to work independently and make effective decisions; coordinate multiple tasks and work effectively as a team member.

Preferred experience/education/professional qualifications:

• Previous training experience or certification
• Coaching experience or certification
• English: C1 level written and spoken.

Skills

• Excellent written and verbal communication.
• Presentation Skills
• Coaching Skills
• Feedback Skills
• Evaluating Skills
• Ability to work under minimum supervision
• Strong Business Partnering Skills
• Strong Microsoft Office Skills

Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.