Learning & Development Trainer
April 2005 — Present
•Ensuring all training meets with compliance and regulations i.e. Consumer Credit Act, Data Protection Act , Financial Conduct Authority guidelines
•Assisting managers in the coaching and monitoring of their staff to improve performance to meet Individuals and company KPI’s.
•Working across the credit operational management teams to research, plan, deliver and evaluate a comprehensive set of in-house development solutions that directly improves performance and meets with “Regulatory standards”.
•Development of the capability of the departments (Operational) resources including advisors and middle/junior management.
•Liaise with business functions to identify skills gaps, performance development opportunities of new and existing staff.
•Develop, maintain and improve development solutions to ensure continuous improvement whilst meeting Legal and Regulatory requirements.
Providing one to one coaching to call centre staff, where good listening and communication skills are a must moreover, providing written/verbal feedback to the team manager and advisor on their performance on the telephone.
Identifying any training issues via listening and monitoring and feeding back information to the individual, delivery of training programmes to new members of staff and maintaining accurate records for training that has been delivered.