Training Associate - Operations (Hybrid)

Our Story

[Employer hidden] started in 2005 as the first peer-to-peer lending company and launched [Employer hidden] Bank in 2020. We are redefining finance with a people-first approach. We've been named in the top three UK's Most Loved Workplaces.

The Role

As our customer base grows, we are enhancing training capabilities across Operations. We are looking for an Operations Trainer to join our in-house Operations Training team at our Manchester office. Reporting to the Operations Training Manager, you will ensure operations colleagues have the knowledge, judgement, and technical skills needed, while supporting specialized training for customer service and other operations teams.

This is a hybrid role working in our Manchester office at least 3 days per week.

A Day in the Life

Training Needs Analysis & Project Management

• Collaborate with senior stakeholders to conduct learning needs analyses, identifying skill gaps and assessing performance.
• Assist in management of ongoing and future training projects, partnering with operational SMEs.
• Ensure regulatory compliance in relation to training.

Design & Development

• Design and develop learner-centric training across multiple delivery channels (classroom, virtual, e-learning, blended).
• Translate department-specific processes into simple training modules.
• Incorporate adult learning principles and real-life case studies.
• Ensure all materials are audit-ready, controlled, and version-managed.

Delivery & Capability Uplift

• Lead inductions for all Operations teams based in Manchester.
• Deliver high-impact, specialized training sessions for customer-facing operations teams.
• Lead and deliver upskilling and ongoing competency development.
• Assist in development of training materials to support operational change.
• Coach and support Team Leaders in reinforcing best practice.

Performance Measurement & Continuous Improvement

• Use QA results, performance MI, and stakeholder feedback to measure training effectiveness.
• Track impact on key operational indicators (QA pass rates, CSAT, KPIs).
• Apply Kirkpatrick evaluation methodology.
• Continuously refine training content in response to regulatory changes.
• Ensure training records are maintained for audit.
• Assist Operations Training Manager with ad hoc requests.

About You

• Comfortable operating in a fast-paced, highly regulated environment.
• Confident engaging with senior stakeholders.
• Passionate about learning and development.
• Experienced in leading training and upskilling sessions.
• Data-driven and pragmatic.
• Highly organized and detail-oriented.
• Open to travel to London and offshore partners.
• Strong experience delivering training in an operational or similar environment.
• Good working knowledge of L&D methodologies and adult learning theory.
• Experience in a regulated environment.
• Experience delivering training workshops or briefings.
• Exposure to designing training solutions (classroom, virtual, e-learning).
• Strong organizational and project management skills.
• Collaborative team player.
• Familiarity with learning methodologies (ADDIE, SAM, 5Di, Kirkpatrick) is advantageous.

Benefits & Flexibility

At [Employer hidden] we value flexible working. This hybrid role requires at least 3 days per week in our Manchester office (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF). You'll also have the option of working from abroad for up to 120 days a year (subject to right to work).

Diversity Statement

[Employer hidden] is proud to offer a workplace free from discrimination. We are made up of nearly 50 nationalities and have a DE&I forum. Please let us know if you require any reasonable adjustments.

We may use artificial intelligence tools to support parts of the hiring process. Final decisions are made by humans.

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