Description
We are seeking a dynamic and experienced Capability and Enablement Lead to design and deliver role-based learning and operational enablement across US Retail Operations and Client Servicing.
The successful candidate will report to the Head of Continuous Improvement & Change and will be responsible for translating future-state processes and operating models into clear, practical, and measurable learning experiences that enable colleagues to perform effectively in the new environment.
Key Responsibilities:
- Learning Strategy and Instructional Design: Own the enablement and learning strategy for Operations and Client Servicing, aligned to the target operating model and process standards. Design modular, role-based curricula grounded in adult learning theory and instructional design best practices.
- Content Development and Knowledge Enablement: Design and maintain high-quality learning assets, partner with SMEs and Operations leaders to validate accuracy and usability of learning content, and build and maintain a centralized knowledge repository.
- Learning Delivery and Reinforcement: Support delivery of learning through blended approaches, design reinforcement mechanisms to support sustained adoption, and gather learner feedback to continuously refine content and delivery methods.
- Measurement & Continuous Improvement: Define and track learning effectiveness using operational KPIs, partner with Operations to identify capability gaps, and use data to demonstrate impact of learning on performance and adoption.
- Partnership & Adoption Support: Partner with Process Excellence, PMO, and Program Managers to align enablement timing with delivery milestones and support change adoption through learning and performance enablement.
Requirements:
- 5+ years of experience in Learning & Development, Operations Enablement, or Process Training within an insurance brokerage or related financial services environment.
- Strong understanding of brokerage operations, systems, and workflows.
- Proven ability to design and deliver training programs that improve operational performance and adoption.
- Experience collaborating with Operations, IT, and Change teams to align training with business initiatives.
- Proficiency in instructional design principles, adult learning theory, and modern learning delivery methods.
- Strong communication and facilitation skills.
- Bachelor's degree in Business, Education, Operations, Organizational Development, or a related field preferred.
What We Offer:
- Expected base salary range: $200,000 - $225,000.
- Discretionary bonus.
- Medical, dental, and vision insurance.
- 401(k) retirement plan.
- Flexible Paid Time Off and paid parental leave.
- Life and Disability insurance.