Role Purpose
The Commercial Capability Trainer is responsible for building the technical capability of CBSM teams supporting commercial insurance operations. This role ensures that employees handling commercial policy servicing, underwriting support and broker requests are fully trained on systems, workflows and compliance requirements before going live. It focuses on enabling speed-to-competency, accuracy and audit-safe execution, not on operational delivery, and supports continuous upskilling to meet evolving market and business requirements.
Key Responsibilities
- Technical Onboarding Ownership
- Own full technical onboarding for new commercial hires - process, system navigation, workflow logic, and accuracy standards
- Deliver system simulations, live case walkthroughs, and certification before production floor deployment
- Develop and maintain training modules covering commercial policy administration, underwriting support workflows and documentation standards
- Ensure training content is accurate, relevant to market requirements and aligned with Chubb compliance and quality standards
- Update training content based on system changes, underwriting rule updates, audit findings or error trends
- Trainer Enablement & Delivery Standards
- Deliver training for new joiners and existing staff using real case scenarios and system simulations
- Provide coaching and certification support for in-center SMEs or leaders delivering commercial training
- Ensure consistency and clarity of delivery by maintaining agreed training delivery standards
- Stakeholder Alignment & Capability Impact
- Work closely with Commercial Operations, QA and Risk teams to identify capability gaps in execution and priorities training needs
- Participating in Training Needs Analysis (TNA) to ensure training supports business and operational priorities
- Track and report the impact of training including time-to-readiness, error reduction and confidence of operational teams
- Training Operations & Governance
- Ensure training environments, content access and session logistics are fully prepared before each training cycle
- Maintain accurate training records, version control and learning material repository
- Ensure commercial training documentation and certification always remain audit-ready
Skills and Experience
- Strong knowledge of commercial insurance operations (policy servicing, underwriting support or broker servicing)
- Proven experience in delivering technical or process training within a commercial operations or shared services environment
- Clear understanding of workflow discipline, compliance requirements and operational standards
- Strong communication skills with the ability to simplify complex processes into structured training delivery
- Highly organized, execution-focused and able to translate business needs into practical training plans
Qualifications
- Bachelor's degree in business, Insurance or related field
- Experience or certification in commercial insurance, underwriting support or learning and development capability development is an advantage
- Fluent in English (additional Asian language is a plus but not mandatory)
