Sr. Learning Consultant

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Sun Life Global Solutions– Client Care Centre (SLGS– CCC) is an off-shore based contact centre, established to assist the on-shore Client Care Cenre 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.

QUALIFICATIONS AND COMPETENCIES REQUIRED:

Technical Skills:

Strong command of the English language both Oral and Written Communication
Advanced skills in Microsoft Office (Word, Excel, and PowerPoint)

Problem Solving:

Detect and recognize that there is a problem.
Identify the nature of the problem.
Define the problem.
Apply and advise the appropriate solution.
Multi-tasking in usage of tools and other resources to drive call resolution.
Effectively collaborate with on-shore partners

Core Competencies:

Collaborates Effectively – partners to deliver on team and organization goals
Communicates Confidently – Shares relevant information in a direct, compelling and transparent fashion. This is in horizontal and vertical structure.
Focuses on the Customer – Builds relationships with customers by understanding and responding to their needs and ensuring fair treatment.
Takes Accountability – Sets and achieves stretch objectives.
Understands our business – Knows the fundamentals of the SLF business

Job Category:

Call Centre

Posting End Date:

29/09/2024