Learning & Development Specialist
At a glance
Mid-level Learning & Development role at International SOS. Pasig City.
Pay not stated Learning & Development salary
hrroles summary, based on the employer's posting.
What you'll do
- Work with operations leaders to find capability gaps and recommend training that improves team performance
- Build and adapt learning materials to operational standards, then lead onboarding, refresher and service training
- Coordinate learning plans around operational needs, and help teams use coaching and performance improvement work
- Keep training records and resources accurate, then use learner feedback and performance patterns to improve programs
- Support hiring assessments, learning initiatives and audit readiness while sharing practices with L&D colleagues
What you bring
- At least two consecutive years delivering training in different settings
- You can identify performance gaps, create training materials and evaluate their effect
- You have worked on an assistance or customer service platform; operational experience is an advantage
- Strong spoken and written English
Who this fits
This role suits a mid-level learning and development specialist who can work with operations, service delivery and medical teams. It includes hands-on training delivery as well as ongoing development support for new trainees.
From the employer
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
- Partner with operations leaders to identify training needs and provide recommendations to improve team performance.
- Design, develop, and localize training materials and learning programs aligned with operational standards and global initiatives.
- Deliver engaging training sessions, including onboarding, refresher, cross-functional, and product/service training.
- Support the implementation of learning and development plans while ensuring minimal disruption to operations.
- Collaborate with stakeholders to support coaching, performance improvement initiatives, and embedding learning programs.
- Maintain and manage training resources, learning systems, and documentation to ensure accuracy and accessibility.
- Monitor training effectiveness through feedback, surveys, and performance trends, and implement improvements where needed.
- Participate in hiring initiatives such as assessment centers to support the recruitment of high-quality talent.
- Contribute to learning innovation by participating in workshops, sharing best practices, and mentoring L&D team members.
- Ensure compliance with company standards, training quality guidelines, and internal or external audit requirements.
- Promote a strong learning culture by supporting continuous development and knowledge sharing across teams.
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
Required Languages
Excellent verbal and written English language skills
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