L&D Manager

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    "description": "<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt\"><span style=\"font-weight: bold\">About Jaja</span> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Our Mission: </span>Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Our Company Values</span>: Care Deeply, Adapt &amp; Thrive, Challenge everything, Go for it! Own it, Make it Simple </span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"color: windowtext\">Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making. </span><br></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"color: windowtext\">We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple. </span><br></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"color: windowtext\">We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.</span><br></span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt; font-weight: bold\">Why Join Us?</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever. </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">We have a collaborative team structure fueled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself! </span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt; font-weight: bold\">Learning &amp; Development Manager</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Lead the design and delivery of end‑to‑end capability development for our customer-facing 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.</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">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.</span></p>\n<p><br><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">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. </span><span style=\"font-size: 12pt\"><span style=\"color: rgb(72, 65, 63); font-family: arial, helvetica, sans-serif\">*<span style=\"font-weight: bold\">* </span></span><span style=\"font-weight: bold\">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.<span style=\"color: rgb(72, 65, 63); font-family: arial, helvetica, sans-serif\"> (XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ)</span></span></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif\"><br></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt; font-weight: bold\">Key responsibilities</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Capability framework — </span>design, own, and evolve a Jaja Ops-wide capability framework covering frontline servicing and the four 2nd-line specialisms (disputes, fraud, complaints, collections).</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Learning pathways — </span>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.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Competence assurance — </span>establish sign-off, certification, and where regulation or risk requires it, periodic re-attestation. Make competence visible and auditable at individual and team level.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Training delivery &amp; facilitation</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Induction — </span>run new-hire induction for frontline and 2nd-line cohorts to a consistently high standard.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Refresher &amp; change-led training — </span>deliver targeted interventions when policies, products, journeys, or tooling change.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Facilitation — </span>lead classroom, virtual, and floor-walking sessions. Set the bar for what good facilitation looks like at Jaja.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Regulatory &amp; risk-aware learning</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Embed conduct expectations — </span>integrate FCA principles, Consumer Duty, vulnerable-customer practice, and complaints handling into role-readiness, not just annual modules.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Evidence — </span>maintain learning records and competence evidence that stand up to internal assurance and external scrutiny.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Partnership with QA, Workforce Planning, and the wider business</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">QA — </span>translate QA findings into targeted learning; close the feedback loop with measurable quality uplift.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Workforce Planning — </span>schedule learning at a sustainable cadence and model the capacity impact of multi-skilling.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Transformation — </span>own the people-side of change — new products, journeys, or tooling land with prepared people, not just deployed code.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Operations leadership — </span>coach team leaders to coach, so day-to-day capability uplift happens at the source.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Measurement &amp; impact</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Define the KPIs — </span>time-to-competence, post-training quality scores, multi-franchise coverage, and a clear line of sight from L&amp;D activity to cost per contact.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Report on them — </span>provide concise, exec-ready reporting on capability health and L&amp;D impact.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt; font-weight: bold\">About you</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt; font-weight: bold\">Must-haves</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Track record of designing and running L&amp;D in a contact-centre or operational environment of comparable scale (50–200 agents) and complexity.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Demonstrable experience designing capability frameworks and competence pathways from the ground up — not solely delivering off-the-shelf content.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Credible facilitator across induction, classroom, virtual, and on-the-floor formats.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Regulated-industry exposure — financial services preferred (credit cards or consumer credit ideal); insurance, banking, or other FCA-regulated environments also welcome.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Working understanding of FCA expectations, Consumer Duty, and vulnerable-customer practice sufficient to embed it in learning design without external help.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Numerate and measurement-led: can articulate L&amp;D impact in operational and commercial terms.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Comfortable operating as a senior sole contributor — setting direction and rolling sleeves up on delivery.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt; font-weight: bold\">Nice-to-haves</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Experience designing multi-skilling or cross-training programmes across distinct operational specialisms (e.g. frontline plus 2nd-line teams).</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">CIPD, CTP, or equivalent professional certification.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Familiarity with modern servicing technology — cloud telephony (e.g. Amazon Connect) and case-management platforms (e.g. Zendesk).</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Exposure to AI-assisted learning, knowledge management, or LMS modernisation.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Experience supporting change embedment alongside transformation or product teams.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt\"><br></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt\"><span style=\"font-weight: bold\">What's in it for you? </span> </span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever   </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Competitive salary   </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Pension contributions, including Salary Exchange facility </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Annual bonus potential</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Private medical cover provided by Vitality (optional benefit)</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">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). </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Your birthday off each year as an additional day's holiday</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">4x life insurance cover </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Access to our confidential Employee assistance programme </span></li>\n</ul>",
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