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Descripción y requisitos

Job Responsibilities:

  • Ensuring effective Knowledge Transfer during Migrations – Training Material, Training Methodology, Monitoring Progress
  • Establishing the Knowledge Management Framework for existing processes
  • Plan and execute annual re-certification of Trainers and Associates
  • Lead, Coach & Mentor the Process training team for delivery effectiveness & efficiency
  • Training Needs Identification, Analysis and Planning Refresher Training Methodology and Calendar
  • Update SOPs and Training Documentation, establish document control process.
  • Partner with operation teams to address training needs & review for effectiveness through planned review meetings.
  • Responsible for hiring, certification and productivity of new trainers / SMEs
  • Responsible for Planning, Scheduling, Execution and Measuring Process training for MetLife GOSC Operations


Bachelor’s degree (Any Stream) or diploma with a minimum of 15 years of education


4-8 Years

Technical Skills:

•             Must have experience in Process training delivery.

•             Certified on SOP & Process Map

•             Experience in Instructional Design is desired.

•             Good PC skills & proficiency in working with Excel, Word & PowerPoint.

•             Ability to multi-task and prioritize in a fast paced environment.

•             Numerically inclined with an analytical mind, strong people management skills.  

•             Understanding of Insurance industry – BPO operations is preferred.

•             Strong organizational skills & ability to work as part of a team to achieve goals.

Other Critical Requirements Like Voice/ Non-Voice for Insurance Ops:

  • Voice
  • Complexity Scale: 7/T5C5 (Process Training, Documentation, Reporting expertise
  • Must be flexible to mirror / overlap US Daytime work hours.