Customer Operations - Training & Performance Specialist

About us
At Mercedes-Benz Financial Services, our employees are at the heart of our business. We provide financial solutions designed around the changing needs of our diverse customers. We support individuality and inclusion.

How you’ll play your part
In this role, you will design, deliver, and continuously improve training for customer operations teams, ensuring colleagues are competent, compliant, and confident in their roles. As a Subject Matter Expert across more than 250 departmental processes, you will support teams in adapting to regulatory changes, process updates, system enhancements, and new procedures.

Objectives of the role

• Design, develop and deliver training programmes for Customer Operations teams to ensure Compliance, consistency and Operational Excellence.
• Embed FCA regulatory requirements and best practice principles in all learning activity, including Consumer Duty, Vulnerable Customers, Complaints Handling & Management, Data Protection Principles and GDPR.
• Ensure colleagues stay up to date with regulatory changes, process enhancements, and system changes.
• Evaluate training effectiveness, monitor learning outcomes, and continuously improve training solutions and individual performance.
• Conduct Quality Assurance analysis to identify knowledge gaps and team competencies and propose rollout plans for improvements.

Main Accountabilities

• Conduct training needs analysis and skills gap assessments across Customer Operations teams.
• Develop and maintain training materials, presentations, virtual learning, process guides and assessments aligned to Operational needs and Regulatory requirements.
• Deliver New Starter Onboarding and ongoing training for colleagues to ensure knowledge alignment across workflows and operational functions.
• Update and deliver training to reflect regulatory changes, process improvements and system enhancements.
• Provide refresher training and coaching based on Performance Data, Quality Assurance and Compliance feedback.
• Collaborate with the relevant stakeholders to ensure training content is accurate, relevant and compliant.
• Monitor and improve training effectiveness through feedback, assessments and performance metrics.
• Support individual performance improvement by contributing to performance development plans, delivering tailored coaching and remedial training where required.
• Support further ad‑hoc requests and cross‑functional requests as required.

About you

Required Skills:

• Experience delivering training in Customer Operations, Contact Centre, or Regulated Financial Service Environments.
• Ability to translate complex regulatory and/or Operational content into practical, engaging learning.
• Confident facilitator with excellent presentation, coaching and communication skills.
• Strong analytical skills to assess training needs, performance data, and quality metrics.
• Highly organised, adaptable, and able to manage multiple priorities in a fast‑paced environment.
• Self‑sufficient and resilient when responding to sudden business and department change.

Preferred Skills:

• Working knowledge of regulatory bodies such as the Financial Conduct Authority, and training exposure to Consumer Duty, Vulnerable Customers and compliant regulations.
• Experience delivering training across multiple teams, skill sets or operational functions.
• Exposure to Quality Assurance and Audit preparation activities.
• Experience supporting change initiatives, including regulatory updates, system enhancements and process improvements.

Benefits
We’ll offer you a competitive salary and discretionary bonus structure. You’ll have access to our colleague car schemes, join our pension scheme and benefit from a flexible benefit pot that can be used to obtain benefits that suit you. Mental health and inclusion support, flexible work‑life balance and development opportunities are also available.

EEO Statement
We are committed to being a Menopause Friendly Employer and support wellbeing resources for all employees.