You will be deeply entrenched in accredited Financial services training. You will design and deliver structured training programs across Life & Pensions operations ensuring employees meet FCA, Consumer Duty, complaint handling and client requirements. Responsible for improving capability, quality and customer outcomes through targeted training interventions.
Training Delivery
- Deliver on boarding and continuous training across Life & Pensions products and processes Ensure training reflects policy servicing, claims and contact centre requirements
- Conduct classroom and virtual sessions aligned to operational needs
- Support nesting and floor-walking activities post training
Regulatory & Compliance Training
- Deliver training on FCA regulations, Consumer Duty and DISP complaint requirements Train staff on vulnerable customer handling and treating customers fairly
- Ensure compliance training is documented, auditable and regularly refreshed
- Work closely with Compliance to update regulatory content
Complaints & Quality Integration
- Train on complaint identification, logging and escalation processes
- Embed quality standards for complaint handling and final responses
- Use complaint MI and quality results to drive targeted training interventions
- Support root cause analysis through feedback loops into training
Content Development
- Develop SOPs, training decks and process documentation
- Maintain version control and updates based on regulatory or client changes
- Translate complex requirements into practical operational guidance
Performance Management
- Assess effectiveness of training using quality scores, productivity metrics and complaints data Work with operaMons to improve underperformance through coaching and refresher training Track training compleMon and competency levels
Stakeholder Management
- Collaborate with Operations, Quality, Compliance and Clients
- Support audit requirements by providing training evidence and documentation
- Provide insights on capability gaps and developmental needs
Qualifications and Education Requirements
- Minimum 5 years' experience within UK Life & Pensions in FCA-regulated environment Experience delivering operational, technical or regulatory training to employees in a classroom, virtual or on-the-job environment
- Strong understanding of Life & Pensions products, customer servicing processes and operational workflows
- Experience supporting employee onboarding, process training and ongoing competency development Experience developing, maintaining and updating training materials, process documentation and operating procedures
- Experience assessing learning effectiveness through coaching, observations, quality reviews and competency assessments
- Strong stakeholder management skills with the ability to work effectvely across Operations, Quality, Compliance and Client teams
Pay: £50,000.00-£80,000.00 per year
Experience:
- Life & Pensions : 2 years (required)
Work Location: In person
