Ops Training Learning Professional

Aon is hiring for an Ops Training Learning Professional.

This is a hybrid position, located in Alpharetta, GA.

Aon is in the business of better decisions:

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed.

What the day will look like:

• Lead the efforts to develop, maintain, and deliver new employee training for Benefit (Claim) Adjudication and Customer Care Level 2 Resolution groups
• Develop informative material, such as digital presentations, how-to manuals, and instructional videos
• Coordinates and conducts training for new hires and department transfers; conducts certification/testing/nesting, and all training follow-ups
• Develop, maintain, and deliver employee refresher training for Benefit (Claim) Adjudication and Customer Care Level 2 Resolution groups
• Use performance trends and patterns to make impactful training recommendations and create an effective training strategy that results in improved quality
• Develop learning objectives, maintain training logs, and document control history
• Develop audio, visual, and interactive media aids
• Deliver training progress reports
• Develop training strategies that improve quality standards and drive associated projects from information gathering stages to project completion
• Measure the effectiveness of training sessions and applies the appropriate training process changes
• Conduct quality audits for Benefit and Resolution Services team members that includes benefit adjudication, escalation management, chat, email, and call handling
• Address quality findings through coaching and feedback sessions to support the Benefits and Resolution Services team
• See opportunities to enhance the customer or colleague experience through surveilling customers interactions and business transactions for process breaks. Provide recommendations for policy and procedure changes that may enhance service productivity or the customer experience
• Use survey responses to address training and production needs
• Provide leadership and support to personnel in a fast-paced and constantly changing work environment
• Provide strong organizational, analytical, and problem-solving skills while fostering an environment of open communication and teamwork
• Additional projects as assigned

Skills and experience that will lead to success:

• 5+ years of training experience, preferably in a contact center environment
• Ability to provide effective feedback during one-on-one coaching
• 3+ years of training experience including knowledge of adult learning styles, theories, and methods
• Excellent communication and presentation skills
• Must be proficient with technology, and able to fully utilize Microsoft Office products including Excel, Word, Power Point, and Outlook. (Microsoft skills and knowledge are critical for this position; candidates will be tested for proficiency)
• Ability to work independently and meet deadlines
• Bilingual (English/Spanish) is preferred
• Learning Management Software (LMS) preferred
• e-Learning platform experience preferred

Education:

• Bachelor's degree in education or communication is preferred

How we support our colleagues

In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions for our colleagues as well.

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative and inclusive workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. People with criminal histories are encouraged to apply.

We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email ReasonableAccommodations@Aon.com

For positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances.

Aon is not accepting unsolicited resumes from search firms for this position. If you are a search firm, you will not be compensated in any way for your submission of a candidate, even if Aon hires that candidate.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

The salary range for this position (intended for U.S. applicants) is $90,000 to $96,000 annually. The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant's geographic location.

This position is eligible to participate in one of Aon's annual incentive plans to receive an annual discretionary bonus in addition to base salary. The amount of any bonus varies and is subject to the terms and conditions of the applicable incentive plan.

A summary of all the benefits offered for this position:

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon's discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

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