Trainer

• 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 effective 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.

• Utilise assessment tools and meticulously 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.

• Oversee and manage automated procedure review and publication cycles, ensuring quality workflow outputs, chasing Sponsor approvals, and maintaining stringent version control.
• Maintain accurate course records, attendance data, catalogue entries, and comprehensive learning transcripts within the Learning Management System, .

• Act as the primary point of contact for your assigned department, fostering strong relationships with their Management Team and liaising effectively with other business units as required.
• Partner closely with Compliance teams to integrate regulatory changes and updates into all relevant learning documentation.

• Minimum of 4 years of experience designing and facilitating operational training, ideally within a fast-paced contact centre or similar environment.
• Possess relevant certifications in Learning and Development (e.g. CIPD, TAP or an equivalent) or demonstrate progress towards qualification.
• Proficient in instructional design tools such as Articulate 360, and Camtasia, as well as collaborative platforms like Miro and MS Teams.
• Demonstrated 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 working in a financial services environment is highly desirable.
• Excellent verbal and written presentation and communication skills, demonstrating an ability to convey complex information effectively at all levels within the company.
• Exceptional organisational skills with the ability to effectively prioritise tasks, maintaining a high level of accuracy and attention to detail.
• Proven track record of working with autonomy, demonstrating a quality mindset, a strong drive for results, and a willingness to see tasks through to a successful conclusion.
• A coaching or facilitation certification (e.g. ILM Level 5 Coaching) is desirable.

Ford