Specialist,TrainingandPerformance

**The role:** The Specialist is responsible for developing and executing training content for their assigned team; acting as the performance coach for assigned team members; and supporting role specific and technical training for Plan Operations department to ensure service excellence for members and employers. **What you will do:** * Collaborates with the Training and Performance team, Quality Assurance team, Continuous Improvement team, and the people manager of the assigned team to identify and execute training and coaching needs. * Ensures operations and service center employees are equipped with the knowledge and skills to successfully administer, communicate, promote, and resolve service-related issues of the Benefits Plan. * Serves as subject matter expert on assigned team related knowledge content and procedures and collaborate with Lead (Knowledge & Content) to ensure all materials are current and accurate. * Performs live observation and coaching of calls and case work, casework from assigned team queues, and handles calls on 800-PRESPLAN. * Provides effective peer leadership by facilitating one-on-one, small group, and on occasion, large group training and coaching opportunities, primarily for the assigned team function. * Develops, executes, and maintains individual performance training plans for each member of assigned team. * Serves as the primary training content designer, developing and maintaining a library of e-learning courses and live learning content to sustainably educate on the Benefits Plan, administrative procedures, soft skills for service excellence, and other service-related items as they pertain to the assigned team function. * Supports the scheduling, tracking, and reporting of training and coaching activities. * Drives a culture of continuous process improvement into service delivery at all levels. **What you need to succeed:** * Bachelor's degree, preferably in training or education related fields. * 3 or more years of experience in t