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Sr Learning Consultant I

2 months ago

Metro Manila, Philippines Sun Life Global Solutions – Philippines Full time

The Sun Life Global Solutions– Client Care Centre (SLGS– CCC) is an off-shore based contact center, established to assist the on-shore Client Care Center of Sun Life of Canada in their operations, mainly in handling inquiries either through telephone and/or chat for Group Benefits, Individual line of business, Group Retirement Services etc. As part of Training and Operations, the Trainer holds a dynamic role where the focus is on ensuring that we are providing quality, up-to-date and consistent training throughout Group Retirement Services Operations. Incumbent must understand GB Customer Care Centre, while working with trainers in other locations and lines of business to ensure consistency. This innovative and energetic person needs to have a passion for learning and be extremely flexible and adaptable in a rapidly changing environment. Main accountabilities will fall in Manila. This person is required to keep their skills current and maintain training materials appropriately. They must present a positive and motivating attitude. 

SPECIFIC ACCOUNTABILITIES: 

• Deliver training based on accelerated and blended adult learning principles, (onsite or virtually) on processes, capabilities, and tools;

 • Act as a professional consultant to the business partners we support within Manila Individual Operations while promoting our training initiatives and strategy; 

• Promote service excellence and be an advocate of the customer and advisor experience; 

• Partner with Team Leads, Consultants, Process Designers, Curriculum Designers, Quality team and other trainers to ensure training material is consistent and up-to-date. 

• Keep current on business unit practices; • Complete learner assessments and conduct coaching sessions in order to provide feedback to the learners while keeping the business informed of learner progress; 

• Recognize and act on opportunities for continuous improvement;

• Participate on projects as assigned by manager; 

• Exhibit a sense of passion and commitment to living the brand in day to day activities. Be a role model to new and existing Sun Life employees by your actions and positive attitude.