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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 critical compliance training, empowering employees and fostering continuous professional growth. You will also manage our automated Knowledge Management (KM) platform and provide essential administrative support to ensure seamless information flow and accessibility.
Responsibilities
* Conduct annual Training Needs Analysis and ongoing gap analysis across assigned operations to proactively identify and address knowledge and skills gaps.
* Design and develop learning solutions, including classroom sessions, interactive virtual training, video tutorials, and blended learning programs.
* Facilitate onboarding experiences, systems training, process workshops, and essential soft-skills sessions.
* Develop comprehensive Train-the-Trainer packs to empower local Subject Matter Experts.
* Utilise assessment tools and measure training effectiveness up to Kirkpatrick Levels 1-3 and recommend refinements for potential Level 4 business impact.
* Provide monthly learning metrics reports to stakeholders and flag risks to service levels as needed.
* Oversee and manage automated Knowledge Management processes, maintain version control, and ensure accurate records in the Learning Management System.
* Act as the primary point of contact for the assigned department, foster relationships with Management Teams and collaborate with other business units as required.
* Partner with Compliance teams to integrate regulatory changes into learning documentation.
Qualifications
* Minimum of 4 years of experience designing and facilitating operational training, ideally in a fast-paced contact centre or similar environment.
* Certifications in Learning and Development (e.g., CIPD, TAP or equivalent) or progress toward qualification.
* Proficiency with Articulate 360, Camtasia, Miro and MS Teams.
* Strong analytical abilities and stakeholder engagement, with the ability to translate data into actionable insights.
* A genuine passion for learning and commitment to employee development.
* Experience in a financial services environment is highly desirable.
* Excellent verbal and written communication skills with the ability to convey complex information at all levels.
* Strong organizational skills with the ability to prioritize and maintain accuracy.
* Autonomy, quality mindset, drive for results and follow-through.
* Coaching or facilitation certification (e.g., ILM Level 5) is desirable.
Additional Information
The Company is committed to diversity and equality of opportunity for all and is opposed to any form of discrimination or harassment on 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 it is expected the successful candidate will be able to attend the Manchester Centre for typically 4 days a week and remain flexible on the days they are required to attend the office according to business requirements.
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.
Manchester, United Kingdom
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