L&D Manager

Role Overview

• Lead the design and delivery of end‑to‑end capability development for our customer-facing operation.
• 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.
• Run new-hire induction for frontline and 2nd-line cohorts to a consistently high standard.
• Deliver targeted interventions when policies, products, journeys, or tooling change.
• Embed conduct expectations — integrate FCA principles, Consumer Duty, vulnerable-customer practice, and complaints handling into role-readiness, not just annual modules.
• Maintain learning records and competence evidence that stand up to internal assurance and external scrutiny.
• Coach team leaders to coach, so day-to-day capability uplift happens at the source.
• Provide concise, exec-ready reporting on capability health and L&D impact.

Requirements

• 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.

Benefits

• 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
• 4x life insurance cover
• Access to our confidential Employee assistance programme