Operations Trainer - Manchester, United Kingdom - JaJa Finance Ltd

JaJa Finance Ltd

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Role:
Trainer

Department:
Operations

Reporting To:
Head of Operations

Contract location:
Manchester

Working style:
Hub (Flexible working between home and office)

Hours of work: 37.5 hours per week. Typically, Monday to Friday 9am to 5:30 pm, although weekend and evenings may be required dependant on training delivery needs.

Travel Required:

To service locations within the UK & ROI; face to face delivery as and when required or for team / company meetings.

About Jaja

Our Mission:
To be the UK's Digital Lender of Choice

Our Company Values:
Collaboration, Excellence, Innovation, Empathy, Passion

Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making.

We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple.

We will delight our customers - making the customer experience simpler, more enjoyable, more intelligent - treating customers fairly and giving them more control of their money.

Why join us? This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.

We have a collaborative team structure fuelled by an exciting mix of people welcoming both experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff.

Come as you are and be yourself

About The Role
As our Operational Trainer you will be accountable for the design, delivery and certification of training across Operations. To onboard new starters as well as develop and improve existing employees' performance and customer service skills.

Your will be responsible for
(not limited to):

Onboarding new hires into Jaja Operations
Working closely with business SMEs to define, develop and deliver implementation of a training curriculum across Operations (including collections, customer services, complaints & customer support).
Provide proactive support for change initiatives designing & delivering training / briefings / agent materials as necessary.
Identifying and communicating Training needs within the team through evaluation.
Work with the QA team and team leaders to ensure service quality is driven up with and a key focus on driving digital and thematic areas of improvement.
Identify & develop further training to enhance knowledge & skills across the team. Working closely with the wider team to evaluate and assess the impact of change post golive to ensure training has met its objectives.
Represent Ops in shaping the wider organisation's approach to training.
Inspect the retention of knowledge, skills and behaviours trained and help through remedial actions to close gaps.
Ensure training can be delivered successfully to remote colleagues as well as in office where possible.
Advise on delivery tools to optimise training effectiveness.
Propose appropriate methods of training for each change to project teams and key stakeholders.
Ensure training is evidencable and auditable by certifying learners to a minimum standard and maintaining learning records.

About You

We're looking for an experienced training professional with a knowledge of financial service operations, who is ready to lead by example and is used to rolling up their sleeves to get things done.

Required Skills & Experience:

Industry recognised training qualification
Experience in training delivery and content creation
Demonstrated success in delivering remote training to groups
Strong organisation and coordination skills
Excellent interpersonal, verbal, and written communication skills
Experience within Financial Services industry
Positive and dynamic outlook and personality

Desired:

Experience of Credit Card operations including chat servicing and collections
Experience of systems training, including comms and CRM systems
Familiarity with TSYS/TS2 software platform

What's in it for you?**- The chance to make a real impact in a growing start-up on a mission to change the face of the consumer finance industry forever.