Operational Training Specialist (Fintech)

TL;DR

Operational Training Specialist (Fintech): Designing and delivering onboarding programs and continuous upskilling for the Customer Operations team with an accent on training material creation and knowledge management. Focus on translating complex operational procedures into accessible content and ensuring the operational readiness of frontline staff.

Location: Hybrid (3 days per week in the office in Cardiff)

Company

A profitable financial platform providing business credit cards, spend management, and savings products for SMEs.

What you will do

• Develop and implement unified onboarding programs for all new hires in Customer Operations.
• Deliver impactful training sessions and workshops on new products, systems, and compliance.
• Collaborate with SMEs to translate complex procedures into clear, accessible, and compliant training materials.
• Manage the end-to-end content lifecycle of training assets and departmental documentation.
• Establish documentation and sign-off protocols to ensure full compliance with internal regulations.
• Evaluate training effectiveness using performance metrics and feedback to drive continuous improvement.

Requirements

• Proven experience in L&D or Real-Time Coaching within a fast-paced Customer Operations environment.
• Ability to simplify complex internal processes into engaging and compliant training materials.
• Strong organizational skills for managing multiple document updates and stakeholder sign-offs.
• Track record of supporting teams through product launches or system changes.
• Excellent communication skills for interacting with frontline staff and senior leadership.
• Experience using performance and feedback metrics to evaluate training effectiveness.

Culture & Benefits

• Private Healthcare (including dental and opticians) and worldwide travel insurance through Vitality.
• Anniversary rewards including a 4-week fully paid sabbatical.
• Salary sacrifice pension scheme (up to 7% match) and Octopus EV scheme.
• 28 days holiday plus bank holidays.
• Annual Learning and Wellbeing Budget.
• Dog-friendly offices equipped with a pool table, arcade machine, and free snacks.

Hiring process

• 30-minute values and introductory call with a Talent Partner.
• 60-minute competency-based interview with the Training and Development Manager.