Operations Training Leader

About the role

The role converts client requirements, operating procedures, process changes and performance risks into structured learning journeys across Finance & Accounts, HRTT and R&C, supporting voice, chat, email and back-office operations. The position owns training governance, needs analysis, curriculum design, facilitator capability, certification, production readiness, learning analytics and continuous capability improvement.

What you'll do

• Training need analysis & process curriculum architecture Translate role, process, client and risk requirements into role-based curricula and learning journeys
• Training needs analysis, competency maps, curriculum blueprints and content standards. 3
• Build and deploy the framework
• Design the end-to-end Operations Training and Capability Framework, including governance, standard methods, decision rights and minimum readiness requirements
• Oversee classroom, virtual and blended delivery; ensure sufficient practice, scenario application, systems simulation and knowledge checks

What you need

• 15–27 yrs of experience
• SOP writing
• Reporting
• Curriculum development
• Learning and development
• Root cause analysis
• Power BI
• MBA

Good to have

• Operational risk