The role:

This is a hybrid role working in our Manchester office at least 3 days per week.

A day in the life:

Training Needs Analysis & Project Management

• Collaborate with senior stakeholders to conduct learning needs analyses, identifying skill gaps and assessing performance to highlight challenges and emerging trends.
• Assist in the management of ongoing and future training projects, partnering with operational SMEs and other departments to deliver against training objectives.
• Ensure regulatory compliance in relation to training.

Design & Development

• Design and develop learner-centric training across multiple delivery channels (classroom, virtual, e-learning, blended).
• Translate department-specific processes into simple, easy-to-use training modules.
• Incorporate adult learning principles and real-life case studies to strengthen investigative judgement and decision-making.
• Ensure all materials are audit-ready, controlled, and version-managed.

Delivery & Capability Uplift

• Lead inductions for all Operations teams based in Manchester (with support from SMEs and the wider Training team).
• Deliver high-impact, specialised training sessions for customer-facing operations teams across varying capability levels.
• Lead and deliver upskilling and ongoing competency development to support the growth of frontline agents’ skills and knowledge.
• Assist in the development of training materials to support operational change.
• Coach and support Team Leaders in reinforcing best practice and positive customer outcomes, while embedding learning into BAU.

Performance Measurement & Continuous Improvement

• Use QA results, performance MI, and stakeholder feedback to measure training effectiveness beyond attendance and satisfaction.
• Track impact on key operational indicators (e.g. QA pass rates, CSAT, and other KPIs).
• Apply the Kirkpatrick evaluation methodology to demonstrate business and control impact.
• Continuously refine training content in response to regulatory changes, system updates, and emerging trends.
• Ensure training records and standards are maintained for audit purposes.
• Assist the Operations Training Manager with any additional ad hoc training requests.

About you:

• Comfortable operating in a fast-paced, highly regulated environment with frequent regulatory and process changes.
• Confident in engaging with senior stakeholders.
• Passionate about learning and development.
• Experienced in leading training and upskilling sessions.
• Data-driven and pragmatic in identifying and addressing capability gaps.
• Highly organised, detail-oriented, and disciplined in documentation and governance.
• Passionate about building and strengthening employee capability.
• Open to travel to and from our London office and offshore partners.
• Strong experience in delivering training to teams in an operational or similar environment.
• Good working knowledge of learning and development methodologies and adult learning theory.
• Experience working in a regulated environment.
• Experience delivering training, workshops, or briefings, with the confidence and ability to facilitate discussions and engage operational teams (formal L&D experience is welcome but not essential).
• Exposure to designing or supporting training solutions (e.g. classroom, virtual, or e-learning). Experience with LMS platforms is beneficial but not required.
• Strong organisational and project management skills, with the ability to manage multiple priorities.
• A collaborative team player who builds strong working relationships across functions.
• Familiarity with learning methodologies (e.g. ADDIE, SAM, 5Di, Kirkpatrick) is advantageous but not essential.