Operational Trainer

Overview:

The Operational Trainer will join the team full-time, based in our city centre office in Leeds, with all training delivered in person.This means you’ll need to be within a commutable distance to enable you to be in the office with the delegates and your team each week.

You will embed a strong customer ethos, ensuring each team member is equipped with the knowledge, skills and confidence to place the customer at the heart of everything they do by delivering high-quality training, coaching and ongoing support to the Operations team.

You’ll be responsible for the full training lifecycle, from supporting the design and development of engaging learning content, to the delivery and evaluation of both operational process training and soft skills. You’ll be a key part of the team, directly contributing to improving service quality and employee capability, in addition to overall customer satisfaction. You will be a role model for service excellence, working collaboratively with operational leaders to identify training needs, close performance gaps and support a high performing, customer focused culture.

You’ll get the chance to follow your chosen career path anywhere in MUFG Pension & Market Services. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skills and develop in your career and we’ll provide the support you need to do just that.

Benefits:

26 days annual leave, plus a wellbeing day, a volunteer day, bank holidays

Health, wellbeing and lifestyle rewards that can be tailored to support you and your family. Everything from: Employee Assistance Programme; Discounts on retail and socialising; Travel and technology; cycle2work scheme; A host of gym and fitness subscriptions

Appreciate programme:

Company Pension Scheme

Life Assurance

What you need:

As with any role, we want to find the right person and we want to make sure you know it’s the right role for you too.You will need:

• Demonstrable experience delivering training and coaching within a customer service or operational environment to a variety of delegates
• A proven track record in supporting the design, development and evaluation of learning programmes, including soft skills and technical/process training
• Exceptional verbal and written communication skills, integrity, commitment to both personal and team development and a professional demeanour at all times
• Strong experience working collaboratively with operational teams to identify learning needs and implementing performance improvement initiatives
• A familiarity with adult learning principles, instructional design methodologies and blended learning approaches
• A commitment to delivering learning that enhances the customer experience and supports a service-first culture
• An ability to explain complex concepts clearly and confidently to a range of audiences, both in person and virtually
• Strong relationship building skills with a variety of stakeholders at all levels with an ability to gain buy-in for learning initiatives
• The ability to take initiative to enable you to identify opportunities for improvement and drive learning outcomes without the requirement for close supervision
• The drive, desire and passion to work in a fast-paced, changing environment, remaining calm under pressure
• The ability to use data and feedback to evaluate learning impact and inform continuous improvement
• Strong working knowledge of Microsoft Office programmes and a solid understanding and application knowledge of systems

Nice to have:

• Technical expertise within financial services, regulated produces and procedures would be advantageous
• An Investment Operations certificate, or working towards achieving this would be an advantage
• Experience within Share Dealing Services would be desirable

Day to Day, you will:

• Deliver engaging and effective training across a range of topics, including customer service, operational processes and soft skills, adapting your delivery style to suit a variety of learning needs and environments and ensuring all learners are supported
• Collaborate with SME’s (Subject Matter Experts) and stakeholders to support the design and development of high-quality learning materials and programmes
• Ensure training content is relevant, up-to-date and aligns with business objectives and customer expectations
• Provide tailored coaching and mentoring to individuals and teams, reinforcing learning, closing performance gaps and building confidence, all whilst being a trusted advisor to operational colleagues and supporting their ongoing development
• Ensure a customer-first mindset across all training and coaching activities
• Evaluate the effectiveness of training programmes through observation, performance data and feedback and use this data to continuously improve learning content, delivery methods and learner outcomes
• Build strong relationships with operational leaders, team managers and quality assurance colleagues, enabling you to work closely with them to identify training needs, align learning initiatives with business goals and support performance strategies
• Maintain accurate training records, attendance logs and evaluation data, providing regular reports and insights on training activity, learner progress and impact on operational performance
• Support change initiatives by developing and delivering training that supports new systems, processes and ways of working, helping teams to adapt to change through effective communication and learning support

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.