Training & Servicing Specialist

About the role

Zurich Insurance is looking for a Training & Servicing Specialist in Douglas, Isle of Man, to lead regulatory, operational and onboarding training across its Operations teams. The role also supports servicing activities during quieter training periods, and suits someone who enjoys coaching, structured learning and continuous improvement.

Key responsibilities

• Deliver regulatory, mandatory and operational training across Operations teams, and design and run induction programmes for new starters until competency sign-off.
• Develop and maintain training materials, guidance documents and learning resources, and assess training effectiveness through feedback, performance data and quality outcomes.
• Coordinate AML and World-Check accreditation, including training, assessments and refresher programmes, and keep accurate training and accreditation records.
• Monitor training completion and escalate gaps where appropriate.
• Work with Team Managers, Servicing Specialists, SMEs and Compliance teams to identify training needs and support operational change, including training for new systems and processes.
• Use MI and trend analysis to identify capability gaps, forecast training demand and update stakeholders regularly.
• Support Servicing Specialists and Operations teams with day-to-day activities during quieter periods, and act as a subject matter expert for training and development.

Required profile

• Experience in training, coaching or onboarding within an operations, servicing or financial services environment.
• Strong understanding of operational processes, controls and customer servicing activities.
• Knowledge of AML and World-Check requirements; accreditation or previous experience is advantageous.
• Confident delivering training to individuals and groups, virtually and face-to-face.
• Strong organisational and planning skills, able to manage multiple priorities.

Required skills

• Excellent communication and facilitation skills, able to explain complex information clearly.
• Comfortable using data and MI to identify trends and measure training effectiveness.
• Flexible, adaptable and collaborative, with a passion for developing others.