L&D Manager in Manchester

About Jaja

Our Mission: Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.

Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple.

Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making. We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple.

We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.

Why Join Us? This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever. We have a collaborative team structure fueled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself!

Key responsibilities:

• Capability framework — design, own, and evolve a Jaja Ops-wide capability framework covering frontline servicing and the four 2nd-line specialisms (disputes, fraud, complaints, collections).
• Learning pathways — build clear pathways from induction through to in-role mastery, and onwards into multi-franchise competence — with defined entry criteria, learning content, assessment, and sign-off.
• Competence assurance — establish sign-off, certification, and where regulation or risk requires it, periodic re-attestation. Make competence visible and auditable at individual and team level.
• Training delivery & facilitation — run new-hire induction for frontline and 2nd-line cohorts to a consistently high standard. Deliver targeted interventions when policies, products, journeys, or tooling change. Lead classroom, virtual, and floor-walking sessions.
• Regulatory & risk-aware learning — integrate FCA principles, Consumer Duty, vulnerable-customer practice, and complaints handling into role-readiness, not just annual modules. Maintain learning records and competence evidence that stand up to internal assurance and external scrutiny.
• Partnership with QA, Workforce Planning, and the wider business — translate QA findings into targeted learning; close the feedback loop with measurable quality uplift. Schedule learning at a sustainable cadence and model the capacity impact of multi-skilling. Own the people-side of change — new products, journeys, or tooling land with prepared people, not just deployed code. Coach team leaders to coach, so day-to-day capability uplift happens at the source.
• Measurement & impact — define the KPIs — time-to-competence, post-training quality scores, multi-franchise coverage, and a clear line of sight from L&D activity to cost per contact. Provide concise, exec-ready reporting on capability health and L&D impact.

About you:

Must-haves:

• Track record of designing and running L&D in a contact-centre or operational environment of comparable scale (50–200 agents) and complexity.
• Demonstrable experience designing capability frameworks and competence pathways from the ground up — not solely delivering off-the-shelf content.
• Credible facilitator across induction, classroom, virtual, and on-the-floor formats.
• Regulated-industry exposure — financial services preferred (credit cards or consumer credit ideal); insurance, banking, or other FCA-regulated environments also welcome.
• Working understanding of FCA expectations, Consumer Duty, and vulnerable-customer practice sufficient to embed it in learning design without external help.
• Numerate and measurement-led: can articulate L&D impact in operational and commercial terms.
• Comfortable operating as a senior sole contributor — setting direction and rolling sleeves up on delivery.

Nice-to-haves:

• Experience designing multi-skilling or cross-training programmes across distinct operational specialisms (e.g. frontline plus 2nd-line teams).
• CIPD, CTP, or equivalent professional certification.
• Familiarity with modern servicing technology — cloud telephony (e.g. Amazon Connect) and case-management platforms (e.g. Zendesk).
• Exposure to AI-assisted learning, knowledge management, or LMS modernisation.
• Experience supporting change embedment alongside transformation or product teams.

What's in it for you?

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
• Competitive salary.
• Pension contributions, including Salary Exchange facility.
• Annual bonus potential.
• Private medical cover provided by Vitality (optional benefit).
• 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
• Your birthday off each year as an additional day's holiday.
• 4x life insurance cover.
• Access to our confidential Employee assistance programme.