Trainer

As a Business Training Specialist, you will be an integral part of our Learning, Development and Knowledge Management (LDKM) team, taking end-to-end ownership of learning initiatives for our critical operational functions. This dynamic role involves the strategic design, meticulous development, engaging delivery, and evaluation of comprehensive training programs. Your efforts will directly enhance capability, ensure regulatory compliance, and elevate the customer experience. These vital programs will span onboarding, systems proficiency, process optimisation, system and product launches, essential soft skills, and critical compliance training, all aimed at empowering our employees and fostering their continuous professional growth. Furthermore, you will manage our automated Knowledge Management (KM) platform and provide essential administrative support, ensuring seamless information flow and accessibility.

Qualifications:

• Minimum of 4 years of experience designing and facilitating operational training, ideally within a fast-paced contact centre or similar environment.
• Possess relevant certifications in Learning and Development (e.g., CIPD, TAP, or equivalent) or demonstrate progress towards qualification.
• Proficient in instructional design tools such as Articulate 360 and Camtasia, as well as collaborative platforms like Miro and MS Teams.
• Demonstrated strong analytical capabilities and exceptional stakeholder engagement skills, with a proven ability to translate data into actionable insights.
• A genuine passion for learning and a commitment to fostering employee development.
• Previous experience working in a financial services environment is highly desirable.
• Excellent verbal and written presentation and communication skills, demonstrating an ability to convey complex information effectively at all levels within the company.
• Exceptional organisational skills with the ability to effectively prioritise tasks, maintaining a high level of accuracy and attention to detail.
• Proven track record of working with autonomy, demonstrating a quality mindset, a strong drive for results, and a willingness to see tasks through to a successful conclusion.
• A coaching or facilitation certification (e.g., ILM Level 5 Coaching) is desirable.

Additional Information:

The Company is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment or harassment on the grounds of race, religion or belief, sex, marriage and civil partnership, pregnancy and maternity, age, sexual orientation, gender reassignment, or disability.

This position is based in Manchester, and it is expected the successful candidate will be able to attend the Manchester Centre for typically 4 days a week and remain flexible on the days they are required to attend the office according to business requirements.

As part of our pre-employment checks process, successful candidates will be required to undergo a criminal record check. This will be conducted in line with the Rehabilitation of Offenders Act 1974 and applied only to unspent convictions.

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Responsibilities:

Design & Delivery:

• Conduct annual Training Needs Analysis and ongoing gap analysis across assigned operations to proactively identify and address knowledge and skills gaps.
• Design and develop creative learning solutions, including engaging classroom sessions, interactive virtual training, video tutorials, and effective blended learning programs.
• Facilitate high-impact onboarding experiences, systems training, process workshops, and essential soft-skills sessions.
• Develop comprehensive \”Train-the-Trainer\” packs to empower local Subject Matter Experts.

Evaluation & Continuous Improvement:

• Utilise assessment tools and meticulously measure training effectiveness up to Kirkpatrick Levels 1-3.
• Recommend strategic refinements to achieve measurable Level 4 business impact wherever possible.
• Provide insightful monthly learning metrics reports to stakeholders, proactively flagging any risks to service levels.

Knowledge Management & Administration (Rotational):

• Oversee and manage automated procedure review and publication cycles, ensuring quality workflow outputs, chasing Sponsor approvals, and maintaining stringent version control.
• Maintain accurate course records, attendance data, catalogue entries, and comprehensive learning transcripts within the Learning Management System.

Stakeholder Management:

• Act as the primary point of contact for your assigned department, fostering strong relationships with their Management Team and liaising effectively with other business units as required.
• Partner closely with Compliance teams to integrate regulatory changes and updates into all relevant learning documentation.

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