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The Process Trainer – Retirement Services is responsible for designing, delivering, and evaluating training programs that equip employees with the knowledge and skills required to support retirement services operations. The role ensures that new hires and tenured employees are proficient in retirement processes, compliance requirements, client expectations, and quality standards while driving continuous learning and performance improvement.
Key Responsibilities
Deliver new hire training, refresher courses, and upskilling programs for Retirement Services associates.
Develop, update, and maintain training materials, facilitator guides, job aids, and e-learning content.
Conduct training needs analysis based on business requirements, quality results, and operational performance.
Facilitate instructor-led, virtual, and blended learning sessions.
Assess trainee performance through knowledge checks, simulations, assessments, and practical exercises.
Monitor trainee progress and provide coaching and developmental feedback to improve learning outcomes.
Partner with Operations, Quality Assurance, and Subject Matter Experts to ensure training content remains accurate and aligned with current processes.
Support process updates, policy changes, system enhancements, and client-driven initiatives by developing and delivering timely training.
Track and report training effectiveness, certification results, and learner performance metrics.
Maintain training records and ensure compliance with organizational and regulatory requirements.
Participate in process improvement initiatives to enhance training delivery and learner engagement.
Provide post-training support and collaborate with team leaders to ensure successful knowledge transfer to production.
Qualifications
Bachelor's degree in Business Administration, Human Resources, Education, Finance, or a related field.
Minimum of 2–4 years of experience in training, learning and development, or operations within Retirement Services, Financial Services, BPO, or Shared Services.
Experience facilitating classroom, virtual, and on-the-job training.
Knowledge of retirement products, retirement plans, pension administration, or financial services processes is highly preferred.
Experience developing training materials and learning content is an advantage.
Required Skills
Strong facilitation and presentation skills
Excellent verbal and written communication
Adult learning principles and instructional design
Coaching and performance development
Stakeholder collaboration and relationship management
Analytical and problem-solving skills
Time management and organizational skills
Process documentation and content development
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and Learning Management Systems (LMS)
Ability to manage multiple training initiatives in a fast-paced environment
Success Measures
New hire training completion and certification rates
Speed to proficiency of trainees
Improvement in quality scores and operational performance
Positive trainee and stakeholder feedback
Training effectiveness and knowledge retention
Timely implementation of process and policy updates
Compliance with training and regulatory requirements