The Training and Quality Supervisor will directly oversee the Cigna Operations Training and Quality Specialists.  He/She will carry out supervisory duties and responsibilities in accordance with the organization’s policies and procedures and ensure the optimum performance and engagement of the training team.

Accountabilities:

Team / People Management

Effectively lead and supervise a team of Training and Quality Specialists located in both Manila and Iloilo sitesCreate and maintain a culture of teamwork and engage team members to ensure good understanding of business strategy and processesFoster accountability among team members and maintain a constant climate of encouragement and professionalismStrategize and implement opportunities for growth and development of team membersProvide coaching, training, and mentoring to team members and assist in developing their skills and competencies required for successEvaluate the performance of trainers and conduct timely appraisalsAnalyze gaps reported in the team and individual performance metrics and initiate Root Cause Analysis activitiesManage and facilitate corrective action process when appropriateResolve day to day issues of the team with support of Manager 

Operational Effectiveness

Monitor training progress to ensure activities are delivered on time from needs analysis to the evaluation of training effectivenessEnsure training activities support current and future training needs of OperationsEstablish and maintain excellent working relationship with stakeholders; communicate effectively and regularlyLead meetings with key stakeholders to discuss training updates, immediate issues, and action plansCollaborate with Business Unit stakeholders for process update and alignment; and identify resources to fulfill all training requirementsFormulate strategies to meet and exceed training metrics, SLAs as well as implementing project plans aligned with business requirementsMonitor team’s performance dashboard, training metrics and other data; present reports covering team’s progress, highlights, evaluation results and other training detailsImplement standard training practices and ensure team complianceInnovate and introduce agile methods for increased effectiveness of training programs and actively drive process improvements to increase productivity of team membersMaintain an up-to-date knowledge of all systems, processes, and products of the teams being supportedRecognize/escalate problems and act accordingly to seek assistance, to ensure work and learning objectives are achieved within established standardsManage team’s attendance and ensure team is sufficiently staffed to meet training deliverables and other workloadExecute all administrative functions as assigned

Qualifications:

Bachelor’s degree in any fieldMinimum 2 years of experience in trainingExperience in a leadership role preferred but not requiredKnowledge and experience in eLearning/microlearning an advantage, but not requiredDemonstrate strong leadership abilitiesExcellent written and verbal communication skillsAbility to communicate across business units to present ideas, training updates, and raise issues and negotiate acceptable resolutionStrong conflict management, change management, project management and analytical skillsProactive, self-motivated, and self-directedExcellent presentation skillsExperience in presenting reports, conducting operations reviews / business reviews / governance reviews with business unit stakeholdersExcellent time management, prioritization, and organizational skillsDemonstrate problem solving and decision-making abilities within a competitive customer-facing service environmentFor Internal Applicants:Must be in current role for 1 yearMust not have received any Disciplinary Action within the past 12 monthsMust not have any Attendance and Punctuality issues in the past 12 months

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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