New York Life Insurance Company · 20 hours ago
Service Learning & Development Senior Trainer
Pittsburgh, PA
Full-time
Hybrid
Mid, Senior Level
$71K/yr - $102K/yr
5+ years expNew York Life Insurance Company is a leading provider of insurance and absence management solutions. They are seeking a Service Learning & Development Senior Trainer responsible for designing and facilitating performance-based learning programs that enhance service excellence and align with organizational goals.
FinanceFinancial ServicesInsurance
Responsibilities
Lead the development and delivery of role specific training programs for service teams, including onboarding, upskilling, and project learning needs
Collaborate with legal, compliance, and operational teams to integrate regulatory updates and best practices into training content
Maintain curriculum design, ensuring materials are current, engaging, and effective for both in-person and virtual environments
Analyze audit outputs and performance trends to identify skill gaps; develop targeted learning solutions to address these gaps
Serve as a subject matter expert (SME) for service processes, systems, and client experience standards
Mentor and coach trainers and team members, fostering a culture of collaboration and continuous improvement
Manage classroom and virtual training environments, monitoring learner engagement and performance
Evaluate training effectiveness through existing feedback, assessments, and business impact metrics
Partner with business leaders to assess training needs and align learning initiatives with strategic objectives
Drive innovation in learning methods, leveraging technology and new approaches to enhance service delivery
Qualification
Required
5+ years of experience in training, coaching, curriculum development, or service operations
Demonstrated success in designing and delivering impactful learning
Advanced facilitation and presentation skills; able to lead role-specific training sessions independently
Deep functional and technical knowledge of Group Benefit Service Operations, systems, and client experience management
Strong mentoring and coaching abilities, with a track record of developing others
Excellent communication and interpersonal skills, both verbal and written
Ability to manage ambiguity, prioritize tasks, and drive accountability
Action-oriented, nimble learner, and effective collaborator across all organizational levels
Proficient in Microsoft Office, SharePoint, MSTeams, and other learning platforms
Growth mindset in supporting AI within Service Operations
Preferred
Bachelor's degree in education or related field preferred
Certification in training and development or facilitation (preferred)
Experience in Group Benefits learning, employee development, and change management
Proven ability to innovate and implement new learning strategies
Strong analytical skills for evaluating training effectiveness and business impact
Experience in Lean Six Sigma Continuous Improvement organization
Benefits
Leave programs
Adoption assistance
Student loan repayment programs
Company
New York Life Insurance Company
For over 180 years, we’ve helped turn your biggest dreams into milestones that last a lifetime.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Don Vu
Senior Vice President, Chief Data & Analytics Officer
Deepa Soni
Executive Vice President and Chief Information Officer
Recent News
2026-01-05
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2025-12-13
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2025-12-11
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