Business Instructor

Description and Requirements

Participates in assessing learning needs, updating curricula, and developing assessments to meet business goals of improving service quality, production output / volume within processing units, and/or facilitating the ease of doing business within service offices. Works within a line of business, often acting as an experienced subject matter expert in operational procedures, transactions, and/ or propriety hardware or software applications.

Researches and evaluates detailed training requirements from business customers. Assist with the design of comprehensive curricula, training programs, and instructional materials, including instructor-led programs (group) or individual training. Delivers training either in a classroom setting or through on-the-job coaching. Develops metrics to assess effectiveness of training. Develops and maintains procedure manuals or databases to reinforce training or to provide future assistance.

Programs developed may focus on transactions related to claims, new business applications, service transactions for existing products, and/or the use of propriety systems applications.

Location: Must live within a commutable distance of the Cary, NC, Omaha, NE, Warwick, RI, or Oriskany, NY (Central NY) Office only

Key Responsibilities:

Establish and promote an effective adult learning environment, demonstrating confident and engaging presentation skills and classroom facilitation techniques leading to desired training outcomes, including readiness to execute organizational objectives.

Provide comprehensive training for new hire employees and refresher training for existing employees. This includes product, process and systems training coupled with effective Sales and Service skills and communication skills training.

Administer assessments, collect and record results during and following training to validate training effectiveness and trainee proficiency level.

Provide group and individualized instruction, utilizing the most appropriate method of delivery to ensure mastery of the competencies presented.

Continually improve training effectiveness by researching and developing new techniques that cater to successful adult learning.

Review company, line of business and industry related topics to stay current on areas, including but not limited to: company procedures, product changes, campaigns, competitors and industry related information.

Help facilitate continuous improvement of training through partnership with Learning & Development (L&D), Supervisors and Managers.

Identify training needs through the attendance at business meetings, Staff Meetings, or through other formal and informal means, as appropriate.

Prepare for training classes, including but not limited to overseeing training calendars, room and/or equipment preparation, room reservation, gathering sample calls, ensuring appropriate systems and/or software availability, and arranging for Subject Matter Expert guest speakers.

May be required to work a flexible schedule, especially during training sessions

Performs other related duties as assigned or required.

Deliver in-person training at an approved MetLife Campus based on business needs.

Able to be in the office during the entire duration of course delivery

Meet in-office requirements identified by Management

Essential Skills:

• Technical Proficiency

1. Expertise in Microsoft Programs: Proficient use of Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
2. Systems Navigation: Ability to effectively use learning management systems (LMS) and other educational platforms.
3. Application Management: Competence in using multiple applications simultaneously to facilitate smooth course delivery.

• Communication Skills

1. Written Communication: Excellent skills in drafting, editing, and conveying information in a clear and concise manner.
2. Verbal Communication: Strong oral communication abilities, including public speaking and the capacity to explain complex concepts clearly to new hires.
3. Interpersonal Communication: Ability to engage with students individually and in groups, fostering a collaborative and effective learning environment.

• Instructional Skills

1. Curriculum Development: Experience in creating and updating course materials that align with organizational goals.
2. Presentation Skills: Proficiency in delivering engaging and informative presentations to diverse groups of new hires.
3. Assessment and Evaluation: Ability to design and implement assessments to measure learning outcomes and provide constructive feedback.

• Organizational Skills

1. Time Management: Efficiently managing classroom time to cover all necessary material within the allotted timeframe.
2. Multitasking: Capable of handling multiple tasks and responsibilities concurrently without compromising quality.
3. Attention to Detail: Ensuring accuracy and thoroughness in all instructional activities and materials.

• Adaptability

1. Flexibility: Ability to adapt teaching methods and materials to meet the varied learning styles and needs of new hires.
2. Problem-Solving: Skill in addressing and resolving classroom challenges swiftly and effectively.
3. Continuous Learning: Commitment to ongoing professional development and staying current with industry trends and best practices.

Required:

• 3- 5 years relevant business experience in training and/or curriculum development or 2 years MetLife Call Center coaching and training experience.
• High School diploma
• Work hours: Monday - Friday and Saturdays depending on business needs
• License requirement: N/A

Preferred:

• Bachelor's degree preferred
• Call Center experience

The salary range for applicants for this position is $62,000 - $83,000.

Benefits We Offer

Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!

About MetLife

Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™ for 2024, as well as the 2024 Fortune 100 Best Companies to Work For ®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!

MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).

If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug-free workplace.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.