Overview
The Operational Trainer will join the team full-time, based in our city centre office in Leeds, with all training delivered in person. This means youll need to be within a commutable distance to enable you to be in the office with the delegates and your team each week.
You will embed a strong customer ethos, ensuring each team member is equipped with the knowledge, skills and confidence to place the customer at the heart of everything they do by delivering high-quality training, coaching and ongoing support to the Operations team.
Youll be responsible for the full training lifecycle, from supporting the design and development of engaging learning content, to the delivery and evaluation of both operational process training and soft skills. Youll be a key part of the team, directly contributing to improving service quality and employee capability, in addition to overall customer satisfaction. You will be a role model for service excellence, working collaboratively with operational leaders to identify training needs, close performance gaps and support a high performing, customer focused culture.
Youll get the chance to follow your chosen career path anywhere in MUFG Pension & Market Services. Youll be joining a network of experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skills and develop in your career and well provide the support you need to do just that.
Benefits
26 days annual leave, plus a wellbeing day, a volunteer day, bank holidays
Health, wellbeing and lifestyle rewards that can be tailored to support you and your family. Everything from: Employee Assistance Programme; Discounts on retail and socialising; Travel and technology; cycle2work scheme; A host of gym and fitness subscriptions
Appreciate programme: Employee recognition programme
Company Pension Scheme
Life Assurance
What You Need
As with any role, we want to find the right person and we want to make sure you know its the right role for you too. You will need:
Demonstrable experience delivering training and coaching within a customer service or operational environment to a variety of delegates
A proven track record in supporting the design, development and evaluation of learning programmes, including soft skills and technical/process training
Exceptional verbal and written communication skills, integrity, commitment to both personal and team development and a professional demeanour at all times
Strong experience working collaboratively with operational teams to identify learning needs and implementing performance improvement initiatives
A familiarity with adult learning principles, instructional design methodologies and blended learning approaches
A commitment to delivering learning that enhances the customer experience and supports a service-first culture
An ability to explain complex concepts clearly and confidently to a range of audiences, both in person and virtually
Strong relationship building skills with a variety of stakeholders at all levels with an ability to gain buy-in for learning initiatives
The ability to take initiative to enable you to identify opportunities for improvement and drive learning outcomes without the requirement for close supervision
The drive, desire and passion to work in a fast-paced, changing environment, remaining calm under pressure
The ability to use data and feedback to evaluate learning impact and inform continuous improvement
Strong working knowledge of Microsoft Office programmes and a solid understanding and application knowledge of systems
Nice to have:
Technical expertise within financial services, regulated produces and procedures would be advantageous
An Investment Operations certificate, or working towards achieving this would be an advantage
Experience within Share Dealing Services would be desirable
Day to Day, you will:
Deliver engaging and effective training across a range of topics, including customer service, operational processes and soft skills, adapting your delivery style to suit a variety of learning needs and environments and ensuring all learners are supported
Collaborate with SMEs (Subject Matter Experts) and stakeholders to support the design and development of high-quality learning materials and programmes
Ensure training content is relevant, up-to-date and aligns with business objectives and customer expectations
Provide tailored coaching and mentoring to individuals and teams, reinforcing learning, closing performance gaps and building confidence, all whilst being a trusted advisor to operational colleagues and supporting their ongoing development
Ensure a customer-first mindset across all training and coaching activities
Evaluate the effectiveness of training programmes through observation, performance data and feedback and use this data to continuously improve learning content, delivery methods and learner outcomes
Build strong relationships with operational leaders, team managers and quality assurance colleagues, enabling you to work closely with them to identify training needs, align learning initiatives with business goals and support performance strategies
Maintain accurate training records, attendance logs and evaluation data, providing regular reports and insights on training activity, learner progress and impact on operational performance
Support change initiatives by developing and delivering training that supports new systems, processes and ways of working, helping teams to adapt to change through effective communication and learning support
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets safely, securely and responsibly.
Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.
A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.
Our MUFG Corporate Markets division provides clients with a comprehensive corporate market offering that connects issuers to their stakeholders. Our uniquely integrated range of corporate markets capabilities includes shareholder management and analytics, stakeholder engagement, share and unit registry, employee share plans, and digital and print communications. We also offer company secretarial support, as well as various specialist offerings such as insolvency solutions. We operate in twelve countries throughout Australasia, Asia, Africa, the Middle East, United Kingdom and Europe.
Our teams combine a wealth of industry experience with a rigorous focus on client management to deliver a premium service underpinned by market leading digital technology provided by our Technology division.
MUFG Pension & Market Services is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the MUFG Pension & Market Services journey and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.
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