Customer Services Training Manager


Job Description

A banking institution based in the City wish to recruit a training manager to develop and deploy training programs for colleagues, you will be required to assess training and development needs, helps individuals and groups develop skills and knowledge whilst creating a culture of learning.

The role requires supervision of, and participation in, all operational functions as set out below and includes face to face, telephone and written communication with colleagues and others

Main Duties

  • Provides strategical thinking on future training needs of the business by understanding the Operations Business Plan and work being undertaken across the bank aligned to its vision and strategy
  • Build and execute ownership of a pan-Ops Training and Competency Scheme for all regulatory roles
  • Lead and own the Operation Training Matrix and work with capacity planner to predict training needs and cross skilling plans pan-Ops
  • To be able to produce a monthly summary and a monitoring plan on how the cross skilling is implemented and the actions derived from colleague session - this is to be a rolling 6-month plan
  • Writing reports, keeping records, and managing training budgets
  • Monitoring and assessing the effectiveness and success of training programmes and the value derived from delivery
  • To be able to deal with customer queries in person, by telephone and or in writing if needed.
  • To work flexibly alongside other leaders which support the overall achievement of Operational Objectives
  • FLOD (First Line of Defence) findings should feed into 6-month Training Plans

Experience Required

  • No less than 3-5 years of various training methods including coaching, workshops, classroom training, mentoring, and e-learning programmes
  • Ability to track the performance of training programmes, write reports and recommend strategies for improvement
  • Excellent written and verbal communication skills
  • Strong organisation, planning and time management skills
  • Attention to detail and critical thinking skills
  • Demonstrable relevant bank and supervisory experience relevant to a Retail Bank



Consultant Details

Gary Worpole

Gary Worpole

+44 207 199 6262

Job Summary

Ref ID: GW1003
£0 - £0

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