The Process Trainer – Retirement Services is responsible for designing, delivering, and evaluating training programs that equip employees with the knowledge and skills required to support retirement services operations. The role ensures that new hires and tenured employees are proficient in retirement processes, compliance requirements, client expectations, and quality standards while driving continuous learning and performance improvement.
Key Responsibilities
- Deliver new hire training, refresher courses, and upskilling programs for Retirement Services associates.
- Develop, update, and maintain training materials, facilitator guides, job aids, and e-learning content.
- Conduct training needs analysis based on business requirements, quality results, and operational performance.
- Facilitate instructor-led, virtual, and blended learning sessions.
- Assess trainee performance through knowledge checks, simulations, assessments, and practical exercises.
- Monitor trainee progress and provide coaching and developmental feedback to improve learning outcomes.
- Partner with Operations, Quality Assurance, and Subject Matter Experts to ensure training content remains accurate and aligned with current processes.
- Support process updates, policy changes, system enhancements, and client-driven initiatives by developing and delivering timely training.
- Track and report training effectiveness, certification results, and learner performance metrics.
- Maintain training records and ensure compliance with organizational and regulatory requirements.
- Participate in process improvement initiatives to enhance training delivery and learner engagement.
- Provide post-training support and collaborate with team leaders to ensure successful knowledge transfer to production.
Qualifications
- Bachelor's degree in Business Administration, Human Resources, Education, Finance, or a related field.
- Minimum of 2–4 years of experience in training, learning and development, or operations within Retirement Services, Financial Services, BPO, or Shared Services.
- Experience facilitating classroom, virtual, and on-the-job training.
- Knowledge of retirement products, retirement plans, pension administration, or financial services processes is highly preferred.
- Experience developing training materials and learning content is an advantage.
Required Skills
- Strong facilitation and presentation skills
- Excellent verbal and written communication
- Adult learning principles and instructional design
- Coaching and performance development
- Stakeholder collaboration and relationship management
- Analytical and problem-solving skills
- Time management and organizational skills
- Process documentation and content development
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and Learning Management Systems (LMS)
- Ability to manage multiple training initiatives in a fast-paced environment
Success Measures
- New hire training completion and certification rates
- Speed to proficiency of trainees
- Improvement in quality scores and operational performance
- Positive trainee and stakeholder feedback
- Training effectiveness and knowledge retention
- Timely implementation of process and policy updates
- Compliance with training and regulatory requirements
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