Position Overview:The Operations Training Specialist is the front-line training delivery expert within SPG's Center of Operations Excellence. Reporting to the Manager, Operations Training & Enablement, this role is responsible for executing best-in-class training programs that prepare new and existing employees for successful system use across all operational and underwriting platforms.
As the primary technical trainer for enterprise systems, this specialist serves as a subject matter expert, educator, and workflow facilitator-translating process designs from the Operational Excellence (OpEx) team into hands-on training experiences that drive user proficiency, platform adoption, and operational consistency. The role is the primary resource for training employees on AIM, ImageRight, Surfyre, Clarion Door, and the broader portfolio of operational and underwriting tools.
With SPG executing approximately 2 system migrations per month, this role operates at a high-velocity cadence where training execution is a critical path dependency for every go-live. The specialist must be able to rapidly learn new platforms, develop training content, and deliver effective training under tight timelines while maintaining quality and consistency across concurrent workstreams.
Training Delivery & Execution- Create, facilitate, and deliver platform training programs and schedules across AIM, ImageRight, Surfyre, Clarion Door, and supporting tools, ensuring successful training execution for every system go-live.
- Oversee and coordinate system training for all users including enhancements, upgrades, and new feature releases, maintaining training quality across concurrent migration workstreams.
- Deliver instructor-led, virtual, and self-paced training sessions tailored to audience proficiency levels, adapting delivery methods to maximize learner engagement and retention.
- Demonstrate a consultative approach by assessing employee learning competencies on agency management systems, workflows, and strategic platforms, adjusting training delivery to close skill gaps.
- Facilitate system demonstration sessions for new acquisitions, highlighting core platform capabilities, workflows, and integration points to accelerate onboarding into the SPG ecosystem.
Content Development & Knowledge Management- Develop and maintain training content including user guides, job aids, system templates, procedure guides, quick-reference cards, and workflow documentation by translating OpEx-designed workflows into clear, actionable training materials.
- Rapidly learn new and evolving software platforms, independently building proficiency and developing training content, hands-on exercises, and certification materials to support employee training and adoption.
- Maintain and update the training content library within the governance framework established by the Manager, ensuring version control, accuracy, and alignment with current system configurations and processes.
- Develop reporting tools and dashboards to monitor platform usage, training completion, and data quality to ensure compliance with best practices and identify areas for reinforcement.
System Migration & Go-Live Support- Execute training delivery for all system conversions and platform migrations, ensuring 100% of impacted users are trained and certified prior to each go-live date.
- Participate in user acceptance testing (UAT) to validate training alignment with system functionality and identify content gaps before deployment.
- Provide post-go-live hypercare support during system stabilization periods, resolving end-user questions and workflow issues in real time.
- Deliver refresher training sessions and conduct process audits post-go-live to ensure sustained adoption, workflow compliance, and continuous improvement.
- Coordinate with the Manager on training delivery schedules, ensuring coverage continuity and no missed implementation dates due to staffing or availability gaps.
New Hire Onboarding & Certification- Deliver structured new hire training covering system navigation, operational workflows, compliance requirements, and role-specific processes for Operations and Underwriting staff.
- Guide new hires through the tiered onboarding path (Day 1 - Week 1 - 30/60/90 Day), facilitating hands-on exercises, knowledge checkpoints, and competency milestones.
- Administer post-training assessments and certification exams, documenting results and identifying skill gaps for targeted follow-up training.
- Serve as a training mentor and resource for new hires beyond the classroom, reinforcing learning and supporting integration into the SPG operating environment.
Continuous Improvement & Collaboration- Partner with the Operational Excellence team to stay current on workflow designs and process changes, proactively updating training content to reflect optimization initiatives.
- Collect and analyze training feedback, assessment scores, and post-training performance data to identify opportunities for content and delivery improvement.
- Implement best-practice workflows into training materials that maximize platform feature adoption and reduce E&O exposure.
- Collaborate with Corp IT, software vendors, Division Operations leads, and system implementation teams to support training needs and stay ahead of system changes.
Qualifications- Bachelor's degree or equivalent work experience
- 5+ years in Wholesale/MGA insurance operations with hands-on experience across operational and underwriting systems
- 5+ years facilitating training programs, presentations, and system enablement sessions to end users at varying proficiency levels
- Demonstrated ability to translate complex business processes and system workflows into clear, actionable training content, user guides, and job aids
- Proficiency in AIM, ImageRight, Surfyre, and Clarion Door; advanced skills in Excel, PowerPoint, Visio, SharePoint, and MS Teams; demonstrated ability to rapidly learn new software platforms
- Strong written and verbal communication skills with the ability to structure learning materials and methods for learners at all levels across the organization
- Self-motivated with ability to work independently, manage multiple concurrent training workstreams, and maintain quality under high-velocity delivery schedules
- Strong organizational and time management skills with ability to coordinate training schedules across concurrent system migrations and go-live dates
Preferred- Formal training or certification in instructional design methodology, adult learning theory, or learning experience design
- Experience with Salesforce, Netrate, Instanda, BrokerLift, or other insurance technology platforms
- Experience delivering and tracking training through Learning Management Systems (LMS)
Salary Transparency:The expected salary range for this position is $85,000 to $90,000 and will be impacted by factors such as the successful candidate's skills, experience and working location, as well as the specific position's business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HAS and 401(k) accounts, paid-time-off benefits such as vacation, sick, personal, floating holidays and company holidays. In addition, eligible annual bonuses, equity and commissions may be available for some positions.
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What we offer youWe invest in your growth. HUB offers structured training, licensing support, and ongoing development opportunities designed to accelerate your career. Benefits and programs vary based on employment status, role, location, and applicable eligibility requirements.
- Competitive pay with comprehensive health benefits, retirement savings matching, and company-paid life and disability plans
- Generous paid time off, paid parental leave and a wellbeing program designed to support real work/life balance
- A collaborative, high-performing culture with meaningful engagement, community impact through HUB Gives and genuine room to grow your career
