Knowledge and Development Manager

This is an exciting opportunity to join our Client Protection (CP) Department. The Knowledge and Development Manager sits at the heart of how we develop our people and enhance the service we provide. Bringing together continuous improvement, colleague development, knowledge management and quality assurance, this influential role will help build efficient, consistent ways of working and foster a strong culture of learning and high performance

The role

You’ll play a highly visible role at the heart of our operation, driving continuous improvement and maintaining high performance standards. You’ll create the frameworks, tools, and development programmes that enable teams to deliver excellent outcomes while helping colleagues grow their skills and careers.

Key responsibilities include:

Leading CP’s continuous improvement and change programme, you will collaborate across our to simplify processes, maximise efficiency and performance, and deliver measurable benefits. You will shape and monitor the annual improvement portfolio and business plan, serve as CP’s key contact and process owner for data management, risk and improvement initiatives, champion our hub-and-spoke approach, and ensure change is well governed, aligned with organisational priorities and embedded effectively.

Training and Development

Creating an inclusive, engaging and practical learning offer will be central to this role, giving colleagues the knowledge, skills and confidence to succeed. Your key responsibilities include developing induction and technical training, embedding and evaluating a clear skills framework, supporting colleagues at every level, and providing development opportunities that encourage career progression and respond to evolving business, legal and regulatory needs.

Knowledge Management

Your role will focus on ensuring colleagues can easily access accurate, practical and up-to-date information. With responsibility for Client Protection's knowledge library, guidance, templates, case studies and process maps, you will promote clear writing and effective document control, communicate important policy and organisational updates, and make effective use of our case management system to support consistent decision-making, data management and performance reporting.

Quality Assurance

As the lead for Quality Assurance framework in CP, you will turn reviews, internal audits and performance insights into meaningful improvements in compliance, customer service and delivery. This includes maintaining proportionate assurance for internal teams and outsourced providers, keeping review activity aligned with current processes, identifying trends and development needs, and partnering with managers to understand root causes and embed effective corrective action.

What it is in it for you

This is a unique opportunity to shape how a major regulatory directorate develops its people, manages knowledge and delivers continuous improvement.

In this role, you’ll:

• Have a direct impact on the capability, performance and development of teams across Client Protection.
• Lead strategic projects that influence how the directorate operates now and in the future.
• Build strong relationships with senior leaders and stakeholders across the organisation.
• Combine learning and development, knowledge management, quality assurance and business improvement in a varied and rewarding role.
• Help create a culture where continuous learning, knowledge sharing and innovation are at the heart of everything we do.
• Join an organisation where your expertise will help protect consumers and uphold confidence in legal services.

What we are looking for

• Experience of project management within a continuingly improving environment
• Well established stakeholder management skills at all levels, including Executive Directive level.
• Experience of working with the development and implementation of governance procedures and rules
• Ability to identify policy and process issues for improvement.
• Experience of working in an environment with clear document control regulation.

Useful and additional information

There is a full role profile attached to the bottom of this advert on our website.

If you have any questions that aren't in this advert or on our website, please contact us via:

This is a hybrid role and will be based in our Birmingham office 1 to 2 days a week, and from home the rest of the week.

Closing date for applications is 27 October 2026 at 09:00.

#J-18808-Ljbffr