Responsibilities
* Develop and own a clear Operations learning and capability strategy aligned to customer outcomes, regulatory requirements and organisational priorities.
* Design structured learning pathways, capability frameworks and skills matrices that support progression from onboarding through to advanced expertise.
* Lead the delivery of engaging, practical and blended training programmes covering operational processes, systems, customer experience behaviours, and compliance requirements.
* Build onboarding programmes that reduce time to competency and set colleagues up for confident, consistent performance from day one.
* Ensure all training meets internal standards and external regulatory obligations, working closely with operational, risk and compliance teams.
* Use data, insight and feedback to measure learning effectiveness and continuously improve capability outcomes across Operations.
Qualifications
* Significant experience in a Training Manager, Learning & Development or capability development role.
* A strong track record of designing and delivering end to end learning strategies and structured learning programmes.
* Experience working within customer operations, service delivery or similarly fast paced operational environments.
* Confidence operating in regulated or compliance driven settings, translating complex requirements into clear, effective learning.
* Excellent facilitation, communication and stakeholder engagement skills, with the credibility to partner with senior leaders.
* A practical, insight driven approach, using data to evaluate impact and improve learning outcomes.
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