Agency Support Specialist – Learning & Development (L&D)

PURPOSE:

We are seeking a highly motivated and detail-oriented individual to join our team as an Agency Support Specialist – Learning & Development. The successful candidate will be responsible for the supervision and coordination of all aspects of the Retail Life learning and development activities including; managing, directing, administering, and coordinating all learning activities, physically and through the learning management system in support of policies, goals, culture, core values and objectives established for Individual Life Division. This is in-line with all applicable laws and regulations countrywide and supporting all agency related support areas as assigned from time to time.

KEY PRIMARY RESPONSIBILITIES:
Technical

•  Design and deliver blended learning experiences including virtual instructor-led training (VILT), in-person workshops, eLearning, videos, and performance support resource.
•  Develop goal-driven content following instructional design models.
•  Partner with the group-wide L&D teams to manage the content development roadmap and production schedule.
•  Utilize the learning management system and other technologies to deliver interactive, multimodal learning.
•  Conduct research with subject matter experts to produce specialized training as needed.
•  Coach and mentor agency sales teams and staff participating in sales mentoring programs.
•  Promote peer learning by facilitating discussions within the agency forums.
•  Collaborate with leadership to ensure training aligns with the departmental strategic priorities.
•  Utilize training data, surveys, and KPIs to measure impact and continuously improve offerings.
•  Partner with key stakeholders in other departments to achieve shared goals.
•  Full optimization of the Learning Management System (LMS) for cost efficiencies.
•  Responsible for proper user rights assignment to maintain proper LMS system security.
•  Create, manage, and enforce LMS standards, policies, and procedures.
•  Develop and design learning material, coordinate, and review educational content, and incorporate current technology in developing specific e-Learning curriculum.
•  Champion the deployment of learning programs including uploading and updating courseware and curriculum, training assignments, learner notification text and rules in LMS.
•  Utilize knowledge of LMS capabilities to recommend delivery strategies that yield a rich, meaningful, and dynamic end-user experience.
•  Utilize LMS reporting capabilities and developing custom reports to assist with planning and managing the company’s training and development initiatives.
•  Manage eLearning content from vendors to ensure it is compatible with the LMS.
•  Work with Instructional Designers, Graphic Designers, and programmers to support eLearning content requirements.
•  Offer first line of support for users with system access challenges.
•  Coordinating learning and development initiatives for the individual life sales units.
•  Providing monthly analytics reports to the Individual life management team on learning status.
•  Facilitating, coordinating, tracking, and reporting the L&D activities of the sales force and keeping proper records for each code.
•  Support the on-boarding of sales teams and equipping them with the necessary tools of trade.
•  Facilitating and organizing national and regional awards forum for the sales team.
•  Supporting the learning and development of the sales force through the APA Life Sales Force Academy.

Process Efficiencies

•  Auditing, reviewing and improving learning and development processes through data analytics
•  Conduct continuous L&D gap analysis to identify improvement opportunities that optimize the learning management system
•  Assists with agents complaints and develop recommendations as needed
•  Automate all manual process and create reports on BI for L&D
•  System optimization, testing and implementation of all L&D

Regulation and Compliance

•  Champion compliance with all applicable laws and regulations related to individual life business
•  Vetting and processing application for ECOP in line with the set company guidelines in collaboration with the respective approved institutions of learning
•  Tracking IRA & AKI reports/returns relating to agency sales force to ensure they are up to speed with the current trends that leverage their skills to unlock qualification
•  Champion overall compliance of the sales force to the set standard operating procedures and applicable laws within the sales channels
•  Champion correctional measures to resolve the audit findings within the department in respect to learning and development

Customer Experience

•  Liaise with interfacing business units within the department on feedback from intermediaries to provide accurate process information at all times
•  Build relationships with distribution channel colleagues and key stakeholders in the business, whilst ensuring that your learning and development decisions are optimal.

Leadership and Management

•  Train, coach and mentor sales managers and financial advisors in order to improve performance and increase cohesion within the agency and the business unit.
•  Own and direct learning and development outcome for the sales force within the individual life department
•  Represents the department, as requested by the Senior Leaders, in internal or external meeting or events
•  Plan regular agency contact and visits to agencies to drive increased career path knowledge
•  Take custodian of the Knowledge management and communication for L&D

ACADEMIC QUALIFICATIONS

• Bachelor's degree in a business-related field, BEd, IT or HR.

PROFESSIONAL QUALIFICATIONS

• Progress in Relevant professional qualification ACII/IIK/LOMA/LIMRA or an equivalent

KNOWLEDGE AND EXPERIENCE

• Minimum 6 years’ experience with 3 years directly in Learning & Development
• Experience of working with learning management systems is a MUST.
• Prior experience in training life insurance sales teams is a plus
• Demonstrated experience of data analysis and reporting.

SKILLS AND ATTRIBUTES

• Excellent IT skills, including proficiency in the full Microsoft Office suite.
• Knowledge of learning and development activities
• Exceptional communication, coaching, and mentoring skills
• Excellent interpersonal and customer excellence skills
• Evidence of strong administrative and organizational skills
• Strong team player, able to work effectively with diverse user groups.
• Ability to work appropriately with highly confidential information.
• Presentation and interpersonal skills
• Leadership and time management skills
• Strong analytical and problem-solving skills.
• Critical thinking and decision making skills
• Excellent attention to detail and organizational skills.
• Ability to work independently and manage multiple priorities