Operations Training Manager

Operations · London, London, City of
Department Operations
Employment Type Permanent

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 Training Manager you will be accountable for the design, delivery, and certification of training across Operations, to develop, maintain and improve employees’ performance and customer resolution skills.

 

Your will be responsible for (not limited to):

  • New Hire
    • Working closely with business SMEs to define, develop, deliver, and support implementation of a training curriculum for new hires across Operations (including collections, customer services, support areas & team leaders).

 

  • Continuous Development & Change
  • Provide a proactive support for new or change initiatives – designing & delivering training / briefings / agent materials as necessary.
  • Identifying and communicating Training needs within the team through evaluation.
  • Work with QA team and team leaders to ensure call quality and a key focus on driving digital and Customer resolution.
    • Identifying & developing further training to enhance knowledge & skills across the team Working closely with the implementation managers to evaluate and assess the impact of change post go-live to ensure training has met its objectives.
    • Represent Ops in shaping the wider organisation’s approach to training.

 

  • Delivery
  • Utilising various methods of training and coaching including workshops, one on one, group and formal training sessions to ensure collectors are continually assessed and quality monitored
  • 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.

The successful candidate must have the right to work in the UK and meet the following criteria:


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 co-ordination skills
  • Excellent interpersonal, verbal, and written communication skills
  • Experience within Financial Services industry - desirable
  • Positive and dynamic outlook and personality
  • Able to pick up new information and adapt quickly

Desired:

  • Experience of Credit Card operations including chat servicing and collections
  • Experience of systems training, including comms and CRM systems


What's in it for you?

  

  • The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever 
  • A flat and 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 
  • A unique opportunity to carve out your own dream job by simply making things happen at a pivotal time when the company´s future is being shaped. We look for the brightest and smartest who tell us what to do. 
  • Competitive salary 
  • Flexible working locations including remote and at our We Work Office 
  • Free tea and coffee, beer, and prosecco at our We Work office 
  • Pension 
  • Bonus 
  • More exciting benefits, you will hear about when we talk 

 

Thank You

Your application was submitted successfully.

  • Location
    London, London, City of
  • Department
    Operations
  • Employment Type
    Permanent