Training, Documentation and Audit Lead

Position Title:Training Documentation and Audit Lead
Reports To: Manager Group Underwriting
Department: Group
Term: Permanent Full-Time

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo ON a minimum of two (2) assigned consecutive days every other week plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

The Opportunity:Equitable is growing! We are looking for a Training Documentation and Audit Lead to join our Group team! The training documentation and audit lead role is key support and enablement role for the Group Issue Operation. The mandate for this role is very broad requiring deep technical expertise covering such things asonboarding and training for all new and existing employees; developing training material and execute as required; completing quality audits for all levels of Business Setup Specialists;defining and documenting best practices for all aspects of the operation; defining and documenting processes that are aligned to best practices;acting as a Subject Matter Expert (SME) for inquiries and IT projects; overseeing compliance activities;developing and maintaining knowledge management system;responsible for continuing education and development through the identification of skill gaps development of job specific training modules for all employees and through ongoing research of new training tools and accountability for onboarding and training of new and existing employees requires the Training Documentation and Audit Lead to develop and deliver modularized training customized to the experience of the participants. Training programs will be delivered using a variety of mediums and also provide regular and objective feedback to the learner and the leadership team. The accountability for quality audits requires the development and ongoing review of the Quality Program to ensure it is an effective tool to help the business achieve the desired outcomes. Audits will be completed across all lines of business. The incumbent will ensure quality data analysis is completed to identify improvement opportunities and update process documentation and audit criteria to current accurate organized reference material is essential not only for new learners but for experienced Business Setup Specialists needing to refresh themselves on Issue and Amendment practice. The incumbent is responsible for designing and maintaining a robust knowledge management system that provides a one stop shop for all information needs related to Group Issue and Amendment best practice and processes. The Training Documentation and Audit Lead will serve as the Subject Matter Expert and a resource to address questions from the Claims team the Sales and Service teams the Legal department regarding best practices. The incumbent will also serve as a SME for IT related projects and/or other projects related to the a gap in a process is identified or automation affords new ways of working the Training Documentation and Audit Lead will play an integral role in designing the new process documenting the process and training the process. The Incumbent will ensure that front line employees doing the work are involved in shaping and piloting where appropriate the is an exciting time to join one of the Waterloo Areas Top Employer for 2025 and Southwestern Ontarios Top Employers for 2024!

What you will be doing:

• Training Role

• New Hires:
• Meet with new trainees to assess skills and experience for the role
• Develop individualized training plan with key areas of focus learning objectives and timelines
• Training may include web-based modules self- study of resources observation of peers doing work review of process and/or practice documentation followed by quizzes etc
• Track and report trainees progress on training report card with testing results and objective measures wherever possible
• Arrange regular meetings with the manager and trainee to review progress share feedback and alter training goals as required
• Conduct regular testing on core modules throughout the training and complete benchmarking to QA standards at the completion of training
• Develop and implement transitional support after the successful benchmarking to support ongoing learning again with specific goals and timelines
• Existing staff:
• Leverage Quality data to identify systemic training needs and develop appropriate training support (job aide classroom training web module etc)
• For refresher training for an individual team member meet with the employee and manager to review training objectives
• Develop individualized training plan with key areas of focus learning objectives and timelines
• Training may include web-based modules self-study of resources observation of peers doing work review of process and/or practice documentation followed by quizzes etc
• Track and report trainees progress on training report card with testing results and objective measures wherever possible
• Arrange regular meetings with the manager and employee to review progress share feedback and alter training goals as maybe required
• Conduct regular testing throughout the training
• Develop and implement transitional support as appropriate

• Auditing Role:

• Audit the New Issue or Amendment to ensure that requested item is completed accurately and in a timely fashion from a document BMS system and TELUS system perspective and the product matches what the client has requested.
• Document and report findings of each review to be included in Individual and team metrics and reporting
• Keep the Manager informed of all findings
• Provide developmental findings in a professional and diplomatic manner directly to the team member.
• Analyze document and prepare monthly quarterly (4) and annual statistic reports indicating the overall audit findings and make appropriate recommendations to management to ensure process opportunities are identified.

• Subject Matter Expert (SME):

• Acts as the key resource to:
• Claims teams for non-standard approaches requested by the Plan Sponsor or Advisor at the case level
• Sales and service teams regarding the best practices process reporting or any customized plan requests
• Legal department regarding best practices
• IT for projects connected to the Group Issue team
• Internal and external audits

• Other Responsibilities:

• Organize and maintain all training and documentation materials that support the Group Issue team.
  
  

What you will bring:

• Five or more years experience in all aspects of Group Issue and Amendments
• Sound knowledge and understanding of training concepts and methodologies related to adult education
• Understanding of and competence with all group benefits product offerings at Equitable
• Ability to work independently researching and implementing best practices with respect to training adults
• Proven experience and on-going interest and passion for documentation and course preparation and delivery of interactive training sessions using a variety of methods (web-based training classroom training job aids multi-media visual aids and reference material)
• Strong Organizational skills with ability to manage and prioritize multiple projects simultaneously meeting deadlines with limited supervision in a high paced environment where resource changes have an immediate impact on our ability to meet service standards on both new and existing business.
• A positive attitude and client focused approach to deal with challenging situations with integrity while promoting EQ and all its products and brand in a positive way.
• Ability to perform in a constantly changing environment
• Excellent interpersonal and communication skills
• Proven ability to work as part of a team and independently
• Expert computer skills (Microsoft Office suite BMS Telus systems)

Whats in it for you:

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program annual vacation allowance and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the companys pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite full-service cafeteria with a variety of daily options
• Discounts on company products and services and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration
  
  

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)

This role is open due to an existing vacancy.

To learn more about Equitable we encourage you to explore our organization.

At Equitable we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at emailprotected if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

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