Operations Training Advisor

Who we are:

interactive investor is an award-winning investment platform that puts its customers in control of their financial future.

We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 450,000 customers.

For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.

We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.

What we stand for:

It’s simple … we want to help people confidently take control of their financial future, for interactive investor to go from strength to strength and be a workplace where we can all thrive. Our customer-driven approach and bold values sit at the heart of this. We are honest, straight talking and transparent with our customers and our colleagues. We are decisive and take ownership of what we say and deliver. We are ambitious and passionate and encouraged to fight for what we believe is right for our customers, our teams, ourselves and interactive investor.

Purpose of the role:

We are seeking an experienced and dynamic Operations Training Advisor to join our team. This role is responsible for developing and maintaining knowledge and skills amongst all operational staff across ii. They will design and deliver key operations training inclusive of; intake of new starters, as well as existing operational staff, project change deliver, and career pathway associated learning; ensuring a blended learning approach is maximised with a focus on continuous improvement of content. They will also work with key operational staff to support existing training interventions and monitor their effectiveness.

You will work collaboratively to design, implement and deliver both short- and long-term training and develop solutions which are innovative and creative.  You will ensure all training interventions have clear measures of success and ROI identified and are embedded across the operation.

The role will be work collaboratively with our wider Training team, to design and deliver effective training to build capability across Customer Services and Operations, focusing on knowledge, skills, and behaviours, driving exceptional customer experience; through innovative and creative learning solutions to meet both long and short-term needs.

Key Responsibilities:

• Lead the design and delivery of impactful learning initiatives.
• Develop engaging learning experiences, including inductions, workshops, coaching engagements, and peer learning opportunities.
• Collaborate with subject matter experts to create relevant content and materials that align with our learning capability strategy.
• Build strong relationships with key stakeholders. Collaborate with them to ensure alignment of leadership development, coaching, and team coaching initiatives with business goals.
• Implement a robust evaluation framework to assess the effectiveness and impact of leadership development, coaching, and team coaching programmes.
• Analyse data, collect participant feedback, and generate insights to drive continuous improvement.
• Stay abreast of industry trends, best practices, and emerging technologies in leadership development, Learning and development and E-Learning.
• Bring innovative and creative approaches to enhance our learning interventions and adapt to the evolving needs of our organisation.
• Support the development of a high-performing team of learning and development professionals. Provide coaching, guidance, and support to team members, fostering their professional growth and creating an environment of collaboration and innovation.
• Design and deliver operational strategic training in line with business needs to meet required objectives using innovative and dynamic methods of delivery ensuring speed to competence is maximised
• Design, develop, deliver, maintain and evaluate high quality learning solutions & training interventions in line with business priorities, ensuring cost effective methodology to suit the Customer Services & Operations functions.

Skills & Experience Required:

• Strong experience of learning needs analysis, design, delivery and evaluation in a fast-paced customer services operation
• Proven track record of working with senior stakeholders to drive the L&D agenda to support organisational goals
• Excellent communication skills, with the ability to communicate and influence at all levels throughout the organisation using engaging and effective methods
• Experience of designing and delivering product/service/behavioural training
• Demonstrate a highly engaging, motivational and interactive training style that ensures retention and application of learning, through an experiential and facilitated method
• Identifies and adapts to different learning styles and levels of learning
• Experience of blended learning solutions and up to date learning innovation, in consideration of 70:20:10
• Use of Kirkpatrick’s Evaluation Model

Desirable

• Knowledge of Financial Services industry and associated FCA requirements
• L&CD Professional qualifications preferred (e.g. CTP / CIPD / NVQ4 or equivalent)

Personal attributes:

Straight talking          |          Moving with speed          |          Owning the outcome

• Clear communicator
• Strong team player
• Demonstrated passion and drive for delivering the best outcome
• Moving with speed – delivering faster and better
• Decisive and take ownership of outcomes
• Not afraid to challenge and be open to challenges