L&D Manager

Learning & Development Manager

Lead the design and delivery of end to end capability development for our customer servicing operation. This is a levelled up successor to the previous Operational Trainer role, moving beyond delivery into shaping how capability is built across the function. In addition to facilitating training, you'll define the frameworks, learning pathways, and competence standards that take an agent from day one onboarding through to full proficiency - and increasingly, multi skilled across Jaja's operational franchises.

Jaja operates a frontline customer servicing team alongside specialist 2nd line functions covering disputes, fraud, complaints, and collections. Building the pathways that allow our people to move with confidence into and between these functions is central to lifting service quality, resilience, and operational efficiency.

This is a senior, sole contributor role. You will have influence and empowerment at an ops manager/CSM level while retaining hands on material creation/delivery as key responsibilities.

Typically you'll be in the Manchester office around 2 days per week. However, it's important that you're available to be on site for key training sessions. (XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ)

Key responsibilities

• Capability framework - design, own, and evolve a Jaja Ops wide capability framework covering frontline servicing and the four 2nd line specialisms (disputes, fraud, complaints, collections).
• Learning pathways - build clear pathways from induction through to in role mastery, and onwards into multi franchise competence - with defined entry criteria, learning content, assessment, and sign off.
• Competence assurance - establish sign off, certification, and where regulation or risk requires it, periodic re attestation. Make competence visible and auditable at individual and team level.

Training delivery & facilitation

• Induction - run new hire induction for frontline and 2nd line cohorts to a consistently high standard.
• Refresher & change led training - deliver targeted interventions when policies, products, journeys, or tooling change.
• Facilitation - lead classroom, virtual, and floor walking sessions. Set the bar for what good facilitation looks like at Jaja.

Regulatory & risk aware learning

• Embed conduct expectations - integrate FCA principles, Consumer Duty, vulnerable customer practice, and complaints handling into role readiness, not just annual modules.
• Evidence - maintain learning records and competence evidence that stand up to internal assurance and external scrutiny.

Partnership with QA, Workforce Planning, and the wider business

• QA - translate QA findings into targeted learning; close the feedback loop with measurable quality uplift.
• Workforce Planning - schedule learning at a sustainable cadence and model the capacity impact of multi skilling.
• Transformation - own the people side of change - new products, journeys, or tooling land with prepared people, not just deployed code.
• Operations leadership - coach team leaders to coach, so day to day capability uplift happens at the source.

Measurement & impact

• Define the KPIs - time to competence, post training quality scores, multi franchise coverage, and a clear line of sight from L&D activity to cost per contact.
• Report on them - provide concise, exec ready reporting on capability health and L&D impact.

About you

Must haves

• Track record of designing and running L&D in a contact centre or operational environment of comparable scale (50-200 agents) and complexity.
• Demonstrable experience designing capability frameworks and competence pathways from the ground up - not solely delivering off the shelf content.
• Credible facilitator across induction, classroom, virtual, and on the floor formats.
• Regulated industry exposure - financial services preferred (credit cards or consumer credit ideal); insurance, banking, or other FCA regulated environments also welcome.
• Working understanding of FCA expectations, Consumer Duty, and vulnerable customer practice sufficient to embed it in learning design without external help.
• Numerate and measurement led: can articulate L&D impact in operational and commercial terms.
• Comfortable operating as a senior sole contributor - setting direction and rolling sleeves up on delivery.

Nice to haves

• Experience designing multi skilling or cross training programmes across distinct operational specialisms (e.g. frontline plus 2nd line teams).
• CIPD, CTP, or equivalent professional certification.
• Familiarity with modern servicing technology - cloud telephony (e.g. Amazon Connect) and case management platforms (e.g. Zendesk).
• Exposure to AI assisted learning, knowledge management, or LMS modernisation.
• Experience supporting change embedment alongside transformation or product teams.

What's in it for you?

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
• Competitive salary.
• Pension contributions, including Salary Exchange facility.
• Annual bonus potential.
• Private medical cover provided by Vitality (optional benefit).
• 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
• Your birthday off each year as an additional day's holiday.
• 4 life insurance cover.
• Access to our confidential Employee assistance programme.