Operations Trainer

3 weeks ago

London, United Kingdom JaJa Finance Ltd Full time

**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 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.

**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
- Positive and dynamic outlook and personality
- Able to pick up new information and adapt quickly

**Desirable skills and experience**:

- 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 start-up on a mission to change the face of the consumer finance industry forever.
- Bonus scheme
- Annual Salary Review
- 4x Life assurance cover
- Optional private health care
- Employee assistance programme
- 25 day holiday allowance plus UK bank holidays

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