Job Description
Do you want to work for a different type of financial services organisation, one that puts the customer at the heart of everything they do? Do you want to use your skills and knowledge to support the wider customer facing teams with their learning and development? This is then probably your ideal job, working as part of the People team to support the implementation and ongoing maintenance of their Training and Competency frameworks.
You will work with key stakeholders to:
* Design, implement and oversee Training & Competency (T&C) across customer facing teams which defines and documents/evidence ongoing competency levels.
* Design, implement and oversee a structured approach for initial (induction) and ongoing T&C performance monitoring, assessments and individual action plans
* Conduct Learning Needs Analysis (LNA) to identify competency gaps/ learning needs (through complaints data, knowledge retention tool results, call reviews, feedback, L&D data) and recommend learning solutions.
* Develop and maintain a trainer support network across teams to aid collaboration, identify and develop trainers’ skills and ensure consistency in approach
* Develop line managers, supervisors and trainers to enhance their coaching and competency assessment/supervision skills
To be successful in this role you will ne...