About this role
Description
*** This role has in-office monthly attendance requirement between 25%-40% dependent upon local office requirements ***
About the Role:
The Auto Physical Damage (APD) Claims Learner Engagement Coach team within Knowledge and Development Solutions (KDS) is searching for highly motivated individual with a passion for coaching to join our team. In this rotational role within KDS you will be working directly with APD to coach individual contributors to enhance and reinforce their skills needed for proficiency.
With management support, you will deliver one-on-one coaching sessions and weekly new hire training programs to specified adjuster groups in both live and/or virtual classroom environments. You will align with APD leadership and subject matter experts with the goal of assembling a comprehensive curriculum for the adjusters. You will support a variety of projects, including the development of coaching solutions and other departmental initiatives. You will contribute to the overall improvement of the coaching program while collaborating with our training partners.
Responsibilities:
- Provide feedback and coaching to adjusters in one-on-one and small group settings.
- Create individual development plans based on formal assessments and manager feedback.
- Identify needs and provide recommendations for utilizing resources.
- Deliver technical training programs to assigned handling groups, typically consisting of front-line employees.
- Coaching or training delivery will include both live and virtual classroom environments.
- Identify appropriate coaching media and methodologies based on audience learning styles, the nature of coaching or training being delivered, audience location, and the point within the learning process.
- Support the development of training content to meet the needs of assigned groups and/or to improve the quality of existing content.
- Assist with training development projects of a modest scale, working with subject matter experts, managers, and instructional designers.
- Project work includes needs assessments, course content development, program assessments, and participant testing/evaluations.
- May develop non-training/coaching learning solutions.
- Align with APD leadership to identify coaching needs and ensure that the action plan to resolve any knowledge gaps or reinforce skills is in alignment.
- Conduct formal training program assessments to identify gaps between learning objectives and learning outcomes.
- Recommend improvements to the quality of coaching and training programs based on analysis of training/coaching effectiveness.
- Support handling program administration needs, including communications, scheduling, roster management, materials production, facilities coordination, and participant tracking.
- Answer participant questions related to claims handling while providing coaching support.
Qualifications
- Has working knowledge of instructional design principles and concepts.
- Strong knowledge of department duties, responsibilities and procedures.
- Strong written and verbal communication skills, to include advanced presentation/platform skills and solid facilitation skills.
- Proven ability to engage audiences in learning topics and to respond to audience needs.
- Solid ability to identify different learning styles and to select optimal delivery methods to achieve desired outcomes.
- Demonstrates solid project management skills. Knowledge of common e-Learning software applications required, including creating new modules.
- Bachelor's degree or equivalent experience required, in addition to 5-6 years' experience in mix of technical and training roles.
- Advanced education in training and development preferred.
Employees may apply for a new role after completing 12 months of employment in their current position.
Employees should review all role requirements and apply only for positions for which they are eligible. Hiring processes may vary by country, including differences in procedures, requirements, and timelines. For country-specific details, please consult your local recruiting / HR team.