Manager of Training and Development

Overview

The Manager of Training & Development is responsible for designing, implementing, and continuously improving a comprehensive training strategy for Citizens Security Life Insurance Company. This role leads the development of structured onboarding programs, department-specific curriculum, and role-based learning pathways to drive operational excellence, compliance adherence, and employee performance. The position partners cross-functionally with Insurance Sales, Operations, Collections, Call Center and Customer Service to ensure training aligns with business objectives, regulatory requirements, and service standards.

Responsibilities

• Develop and execute a company-wide training and development strategy aligned with organizational goals.
• Establish standardized onboarding programs for all new hires, including corporate orientation and department-specific tracks.
• Design structured learning paths for key leadership roles.
• Implement measurable KPIs to evaluate training effectiveness and ROI.

• Design and maintain comprehensive training curriculum, including:
• Instructor-led training (ILT)
• eLearning modules
• SOP-based training guides
• Job aids and workflow documentation
• Knowledge repositories
• Translate operational processes and regulatory requirements into practical, role-based training materials.
• Ensure content reflects insurance-specific compliance standards and internal controls.

• Conduct needs assessments with department leaders to identify skill gaps and competency requirements.
• Build structured certification or proficiency pathways by role.
• Support cross-training initiatives to improve workforce flexibility and scalability.

• Develop a 30-60-90 day onboarding framework with defined milestones and measurable competency benchmarks.
• Partner with managers to integrate training into performance management processes.
• Create leadership development modules for supervisors and emerging leaders.

• Coordinate with Compliance & HR to ensure required regulatory training is current and documented.
• Ensure adherence to insurance industry best practices and state/federal requirements.

• Implement and manage a Learning Management System (LMS) or equivalent tracking system.
• Leverage automation, digital tools, and knowledge management systems to scale training delivery.
• Utilize data analytics to assess engagement, retention, and performance improvement.

• Evaluate training programs through feedback, performance metrics, and operational results.
• Update curriculum to reflect process improvements, system changes, and strategic initiatives.
• Foster a culture of continuous learning across the organization.
• Actively supports and complies with all components of the compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy.
• Maintains confidentiality of all information; abides with HIPAA and PHI guidelines at all times.
• To work remotely, it is expected you will have a reliable, nonpublic high-speed internet connection with sufficient bandwidth to participate in all work-related activities.  Any interruptions in service should be immediately reported to your manager.  
• Reacts positively to change and performs other duties as assigned.

Qualifications

• Bachelor’s degree in Human Resources, Organizational Development, Education, Business Administration, or related field.
• 5–8+ years of experience in training, instructional design, or organizational development.
• Experience within insurance, financial services, healthcare administration, or regulated environments strongly preferred.
• Demonstrated experience building onboarding and structured departmental training programs from the ground up.
• Strong instructional design capabilities (ADDIE or comparable methodology).
• Excellent facilitation and presentation skills.
• Project management and cross-functional collaboration skills.
• Ability to translate complex operational processes into practical training materials.
• Strong analytical skills with ability to measure training effectiveness.
• Reduction in time-to-productivity for new hires
• Increased employee proficiency and quality scores
• Reduction in operational errors or rework
• Positive employee engagement and onboarding feedback scores
• Excellent interpersonal, oral, and written communication skills.
• Must be detail oriented and self-motivated.
• Excellent customer service skills.
• Anticipate needs in a proactive manner to increase satisfaction.
• The Company reserves the right to modify any bonus/commission structure prospectively at any time for any reason. A bonus/commission is not considered earned until it is paid, and the employee remains with the Company at the time of payment
• Take ownership of job responsibilities by initiating prompt and appropriate follow up and/or action to problems.