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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 sites

• Create and maintain a culture of teamwork and engage team members to ensure good understanding of business strategy and processes

• Foster accountability among team members and maintain a constant climate of encouragement and professionalism

• Strategize and implement opportunities for growth and development of team members

• Provide coaching, training, and mentoring to team members and assist in developing their skills and competencies required for success

• Evaluate the performance of trainers and conduct timely appraisals

• Analyze gaps reported in the team and individual performance metrics and initiate Root Cause Analysis activities

• Manage and facilitate corrective action process when appropriate

• Resolve 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 effectiveness

• Ensure training activities support current and future training needs of Operations

• Establish and maintain excellent working relationship with stakeholders; communicate effectively and regularly

• Lead meetings with key stakeholders to discuss training updates, immediate issues, and action plans

• Collaborate with Business Unit stakeholders for process update and alignment; and identify resources to fulfill all training requirements

• Formulate strategies to meet and exceed training metrics, SLAs as well as implementing project plans aligned with business requirements

• Monitor team’s performance dashboard, training metrics and other data; present reports covering team’s progress, highlights, evaluation results and other training details

• Implement standard training practices and ensure team compliance

• Innovate and introduce agile methods for increased effectiveness of training programs and actively drive process improvements to increase productivity of team members

• Maintain an up-to-date knowledge of all systems, processes, and products of the teams being supported

• Recognize/escalate problems and act accordingly to seek assistance, to ensure work and learning objectives are achieved within established standards

• Manage team’s attendance and ensure team is sufficiently staffed to meet training deliverables and other workload

• Execute all administrative functions as assigned

Qualifications:

• Bachelor’s degree in any field

• Minimum 2 years of experience in training

• Experience in a leadership role preferred but not required

• Knowledge and experience in eLearning/microlearning an advantage, but not required

• Demonstrate strong leadership abilities

• Excellent written and verbal communication skills

• Ability to communicate across business units to present ideas, training updates, and raise issues and negotiate acceptable resolution

• Strong conflict management, change management, project management and analytical skills

• Proactive, self-motivated, and self-directed

• Excellent presentation skills

• Experience in presenting reports, conducting operations reviews / business reviews / governance reviews with business unit stakeholders

• Excellent time management, prioritization, and organizational skills

• Demonstrate problem solving and decision-making abilities within a competitive customer-facing service environment

• For Internal Applicants:

• Must be in current role for 1 year

• Must not have received any Disciplinary Action within the past 12 months

• Must 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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