Senior L&D Specialist

About the role

Overall Purpose of the Job

The Senior Learning & Development Specialist is responsible for designing and delivering training programs that ensure team members supporting our travel account's policy beneficiaries meet established service and operational standards. Working closely with the Service Delivery Manager, operations, and medical teams, the role focuses on developing capabilities that enable staff to deliver high-quality case management and consistent assistance services in line with Client's Standard Operating Procedures.

Key responsibilities

Key Responsibilities

1. Design, localize, and deliver engaging training programs (new hire, refresher, cross‑functional).
2. Partner with Operations, Medical, and Service Delivery leaders to identify performance gaps and learning needs.
3. Implement global and regional L&D initiatives with minimal operational disruption.
4. Maintain and audit learning resources, eLearning platforms, and training records.
5. Support quality assurance, audits, and trainer calibration activities.
6. Mentor L&D team members and contribute to global learning communities.

Required Work Experience

• At least 2 consecutive years of experience delivering training in a variety of settings
• Proven record of ability to identify performance needs, design training material and measure impact
• Previous experience working on an Assistance or Customer Service platform (at least 2+years operational experience favorable)
• Previous experience and accountability for new trainees ‘performance and on-going development

Required Qualifications

• External qualifications in Learning and Development preferred (Train the Trainer or equivalent)
• Tertiary educational qualifications preferred
• Valid Passport

Required Languages

• Excellent verbal and written English language skills

About you

Benefits