Hybrid Client Training & Process Improvement Lead

Munich Reinsurance America, Inc; Amelia (OH); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Two health insurance options (PPO or H

Tuition assistance and educational ACH

Paid time off and milestone boosts

Job summary

American Modern Insurance Group, Inc., a Munich Re company, is seeking a client-focused training and business analyst to support external clients, Sales Managers, and internal Customer Service teams in a hybrid role. This position combines instructional design with business analysis, process improvement, workflow documentation, data analysis, and implementation support.

You will translate client and operational needs into practical training programs and process solutions that improve agent,

Qualifications

• High school diploma or equivalent.
• Bachelor's degree in business, education, instructional design, communications, analytics, or a related field is preferred.
• Experience delivering training, facilitating presentations, coaching, or leading learning sessions for professional audiences.
• Experience gathering business needs, analyzing information, documenting processes, or supporting process improvement initiatives.
• Experience developing training materials, job aids, presentations, e-learning, assessments, process documentation, or similar content.
• Strong client-facing communication and consultative skills, with the ability to build relationships and present recommendations to varied audiences.
• Ability to interpret operational data, identify trends, and translate findings into practical actions.
• Strong organization and project coordination skills, including the ability to manage multiple priorities and stakeholders.
• Proficiency with Microsoft Office applications and virtual meeting or presentation platforms.
• Insurance industry experience or a professional designation such as INS or CPCU.

Responsibilities

• Design clear, engaging training programs, facilitator guides, job aids, e-learning modules, assessments, and other resources for client and internal audiences.
• Facilitate interactive training sessions, workshops, and one-on-one coaching in virtual and in-person settings, adapting content to different audiences and business needs.
• Lead client planning discussions and recommend training approaches that support business goals, product or policy changes, and future-state needs.
• Partner with Legal, Compliance, Sales, Marketing, and Customer Service to ensure training content is accurate, current, and aligned with company and industry standards.
• Coordinate training schedules, records, communications, and logistics to deliver a consistent and professional learning experience.
• Evaluate training effectiveness using participant feedback, operational results, customer insights, attendance, participation, and other performance measures; use findings to continuously improve programs.
• Gather, clarify, and document business needs, requirements, workflows, and success measures in partnership with clients and internal stakeholders.
• Analyze call volume, policy activity, customer feedback, operational performance, and other service-related data to identify trends, risks, root causes, and improvement opportunities.
• Map current-state and future-state processes and recommend practical changes to workflows, tools, training, or technology.
• Support planning and implementation of new policies, systems, and business initiatives, including readiness assessments, communications, training, user acceptance testing, and post-launch evaluation.
• Translate complex business information into clear recommendations, process documentation, presentations, and learning materials for technical and nontechnical audiences.
• Maintain consistent communication with CS leadership, project teams, clients, and other stakeholders regarding priorities, progress, decisions, and outcomes.
• Measure the impact of implemented changes and recommend adjustments that improve efficiency, service quality, adoption, and the overall client and customer experience.

Skills

Client-facing communication

Project coordination

Data analysis

Training delivery

Process improvement

Analytical mindset

Microsoft Office

Education

Bachelor's degree or higher

Tools

Microsoft Office

Job description

American Modern Insurance Group, Inc., a Munich Re company, is seeking a client-focused training and business analyst to support external clients, Sales Managers, and internal Customer Service teams in a hybrid role. This position combines instructional design with business analysis, process improvement, workflow documentation, data analysis, and implementation support.

You will translate client and operational needs into practical training programs and process solutions that improve agent,