Overview
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, development, delivery and evaluation of comprehensive training programs to enhance capability, ensure regulatory compliance and elevate the customer experience. Programs span onboarding, systems proficiency, process optimisation, system and product launches, essential soft skills and compliance training. You will also manage our automated Knowledge Management (KM) platform and provide essential administrative support to ensure seamless information flow and accessibility.
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 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 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, obtaining Sponsor approvals, and maintaining 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, liaising with Management Teams and collaborating with other business units as required.
* Partner with Compliance teams to integrate regulatory changes and updates into all relevant learning documentation.
Qualifications
* Minimum of 4 years of experience designing and facilitating operational training, ideally within a fast-paced contact centre or similar environment.
* Relevant certifications in Learning and Development (e.g., CIPD, TAP or equivalent) or demonstrated progress towards qualification.
* Proficient in instructional design tools such as Articulate 360 and Camtasia, and collaborative platforms like Miro and MS Teams.
* 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 in a financial services environment is highly desirable.
* Excellent verbal and written communication skills, with the ability to convey complex information effectively at all levels.
* Exceptional organisational skills with the ability to prioritise tasks and maintain accuracy and attention to detail.
* Proven track record of working autonomously with a quality mindset and a drive for results.
* 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 opposes any form of discrimination 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 the successful candidate is expected to attend the Manchester Centre typically 4 days a week with flexibility on required office days according to business needs.
As part of our pre-employment checks process, successful candidates will be required to undergo a criminal record check in line with the Rehabilitation of Offenders Act 1974 and applied only to unspent convictions.
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