Job Description
Position Summary:
The Operations Training Manager leads the onboarding, training, and operational readiness of claims professionals to ensure alignment with client-specific guidelines, systems, and claims handling expectations. This role is responsible for maintaining a trained bench of team members prepared to transition under designated Team Leads. The Operations Training Manager partners closely with operational leadership to align training and workforce readiness with business needs, while providing accelerated training and onboarding support during catastrophe (CAT) events.
Primary Responsibilities:
- Lead onboarding and training of claims professionals on client-specific guidelines, claims handling procedures, systems, and quality expectations.
- Develop and maintain a trained bench of claims professionals prepared to transition into complex claims assignments based on operational needs.
- Assess team member proficiency, training progress, and readiness for transition into production teams.
- Provide coaching, training, and feedback to strengthen technical claims capabilities and prepare team members for complex claims assignments.
- Coordinate with operational leadership and receiving Team Leads to facilitate successful transitions of qualified team members into production.
- Serve as a primary training resource during catastrophe (CAT) events, delivering accelerated onboarding and training to support rapid deployment.
- Adapt training programs to accommodate changing client requirements, operational priorities, and staffing demands.
- Partner with operational leadership to identify training needs, skill gaps, and opportunities to expand workforce capabilities.
- Develop, maintain, and update training materials and resources to ensure consistency with client guidelines and operational standards.
- Monitor training effectiveness, readiness assessments, and bench capacity to support workforce planning and deployment decisions.
- Contribute to process improvements that enhance efficiency, accuracy, and customer experience.
- Promote a positive and collaborative team environment.
- Provide performance input and feedback to operational leadership to support team member growth and development.
- Serve as a resource for team member questions, technical guidance, and training-related problem-solving.
- Ensure adherence to company policies and guidelines related to PTO, attendance, professional conduct, anti-discrimination, harassment, and other workplace policies.
- Function as an effective member of the team, assisting co-workers as needed and learning from colleagues and supervisors.
- Uphold the values of Eberl Claims Services, demonstrating professionalism, integrity, and the highest standards of ethical behavior.
- Adhere to all applicable State Insurance Regulation requirements and other applicable laws, regulations, and standards.
- Perform all other duties as assigned.
Qualifications:
- Bachelor’s degree or equivalent experience preferred.
- Minimum of five years of experience in claims handling, claims operations, or a related insurance industry function.
- Previous experience training, coaching, or developing claims professionals.
- Strong technical claims knowledge, including familiarity with client guidelines, claims handling procedures, and quality standards.
- Experience supporting catastrophe operations or high-volume claims environments preferred.
- Strong attention to detail, organizational, and time management skills.
- Ability to coach and mentor employees to improve performance and professional growth.
- Effective communication and problem-solving skills.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and ability to learn claims/operational systems.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to work non-traditional business hours and weekends as necessary to support catastrophe events and operational demands.
Salary Range: $60,000-$75,000
