Operations Trainer

About us
We love pets - which is why we’re on a mission to make the world a better place for pets and their parents. We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We’ve helped half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day. Our company is respectful, fun-loving and passionate about pets and their wellbeing. Throughout our business you’ll meet people who think differently, aim for impact, and love to try new things. Want to join our pack? Join us. Love every moment. Love ManyPets.

A note about this role...
The successful candidate will need to be onsite and travel to our Birmingham office for inductions, once a quarter. Inductions will be Monday-Friday and will be held within walking distance of New Street Station.

A day in the life
As a Trainer in the Operations team at ManyPets, you’ll use your L&D flare to design and deliver learning content to make sure our Customer Support and Claims teams are able to deliver exceptional service to succeed in their roles. You’ll design, develop, and deliver a relevant curriculum of training content and resources for both new and existing colleagues. Working in partnership with the other trainers in the team, you’ll help us shape our training requirements and determine what "good" looks like - enabling our teams to work more effectively and deliver better outcomes for our customers.

Day to day, you’ll assess training needs across the function and drive measurable process improvements. You’ll be working across projects as varied as new joiner onboarding, compliance and regulatory, to technical competency. You’ll review data to identify common trends and through this insight; you’ll make sure we have any training needs identified and implemented.

Core deliverables

• Design, Develop, Deliver: You will be key to designing and developing all our training content. Delivering inductions, refresh and upskill sessions through Zoom and face to face when required.
• Insight and Analysis: Working with our LMS platform to pull reports and data. Working with our QA team to spot training needs.
• Team collaboration: Stakeholder management and working within project groups.
• Communication skills: Communicate effectively with internal teams, ensuring best outcomes.
• Compliance: Ensure compliance within industry standards and regulations related to training and development.

Skills and competencies

• Design, develop, and deliver a relevant curriculum of learning, training content and resources for new and existing Operations team members.
• Create and enhance onboarding content and resources to provide high quality relevant and accessible content, ensuring new colleagues have a positive start to their career with us.
• Monitor learning metrics and key performance indicators (KPIs) to track performance and identify deviations from standards. Take corrective actions as necessary to address issues.
• Analyse and identify issues to find effective solutions to resolve training queries.
• Gather and assess feedback from delegates to support training design and help colleagues achieve required quality standards.
• Plan and schedule your daily activities to ensure deadlines are met and work is completed in a timely manner.

Insight and Analysis

• Create, organise, and maintain training records and reports to support management decision-making.
• Work independently to produce reports to evidence training competency across the team and for individuals when requested.
• Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer delivery and financial controls.

Team Collaboration

• Collaborate with the Operations management team to create broad cross-skilling and upskilling plans that meet service delivery and financial control objectives.
• Review QA results and reports to identify team skills gaps and agree plans to address them.
• Use learning evaluation processes, to help Team Leaders with feedback, performance management, and career progression proposals.
• Work with the other trainers to maintain a knowledge bank for operations and managing our learning management systems.
• Actively seek feedback, learn from experiences, and strive to enhance your skills and knowledge to improve company’s service quality. A minimum of 15 CPD hours a year.

Communication Skills

• Liaise with stakeholders across the business to understand current and near-future activities and translate this into meaningful learning and communications content.
• Maintain awareness of different learning style preferences and abilities and adapt approaches as necessary in order to design and deliver training in an inclusive way.
• Ensure clear, polite, and empathetic communication to understand and address issues in underperforming team members.
• Handle internal conflicts calmly and diplomatically, aiming for mutually beneficial resolutions to maintain positive working relationships and improvement in service.
• Be flexible and adaptable to navigate diverse colleague interactions and adjust your approach based on individual needs.

Compliance

• Adhere to processes and procedures to ensure consistency and compliance with organisational and regulatory standards.
• Drive ongoing quality improvements by reviewing Standard Operating Procedures and process tools to achieve high levels of service quality, efficiency, and productivity.
• Maintain accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements.
• Actively acquire knowledge of regulatory procedures, our products, and services to provide accurate training.

What success looks like

• You’ll have extensive knowledge within a regulated environment, preferably within the insurance industry.
• Knowledge and experience with Kallidus, Articulate suite 360 (Rise & Storyline), Vyond and Clever Nelly.
• You deliver high quality training content throughout the business.
• Where training standards are not met, you take the lead to identify corrective actions and follow through to ensure they are implemented.
• You utilise our systems to draw out insight, sharing this with colleagues to promote awareness of training issues and needs.
• You work closely with the QA team to review data that supports training needs and helps colleagues achieve required quality standards.
• You build positive relationships with colleagues and collaborate effectively with other departments.
• You adjust your plans and workflows to accommodate shifting priorities or unexpected developments in service delivery.
• You understand the challenges to learning and you know how to present and summarise information that engages diverse audiences, different learning styles and learning behaviours.
• Live close to Birmingham or willingness to travel, as per training requirements.

Ways of working

On a typical day you’ll be working from a laptop with a screen, mouse, keyboard, and headset. You’ll be meeting your colleagues on Zoom and keeping in touch regularly via email and Slack too – we’d expect you to be using your computer for around seven hours a day. We’d ask that you have a distraction-free work area and a reliable internet connection with a speed of 25Mbps so you can work effectively. We’ll make sure you have the right home set-up that supports you in the role by providing best-in-class technology, money towards a desk, and vision support.

Inclusion at ManyPets
We promise to give you the same opportunities as everyone else and we won’t discriminate against you at any point in the process. This includes how we source talent, our interview process, our conditions of employment (including pay) and feedback. If you’d like to read more about this, please download our Approach to Inclusion policy.

Reasonable adjustments and support
If you need any help, support, or advice at any point during the hiring process please email Inclusion@ManyPets.com. If you want to ask any questions or request an adjustment, please let us know and we’ll do what we can to flex our approach.