Training Consultant

Salary 28,000 - 32,000 Contract Type - Permanent Closing date - 22nd June 2020 Job contact - 0131 245 1000 INTRODUCTION AND BACKGROUND At Standard Life we believe everyone should have a future to look forward to, and that means looking after our customers, our shareholders, and our people. We'll help you grow and progress by acknowledging your talent, and rewarding you well. In return, you'll give us your energy, enthusiasm and the drive to deliver results. That way, we all have a promising future. Do you go that extra mile when it comes to customer service? We attract people from all backgrounds and all walks of life, with one common goal. Everyone at Standard Life puts our customers first. Doing the right thing for our customers is core to what we do. As a Training Consultant, you'll support and drive the needs of the customer operations business via the Operational Training and Competence (T&C) framework. KEY RESPONSIBILITIES * Ensuring knowledge of customer operations policies and procedures and any regulated changes is current, to enable delivery of relevant training. * Fully understanding Standard Life's customer and Customer Operations Strategy. * Working with managers to drive the mind-set change required in Standard Life to create a proactive learning culture. * Identifying skills and knowledge gaps in individuals and team members, and recommending the design and delivery of solutions to fill the gaps to ensure that the business and customers benefit by exceeding customer service quality targets. * Maintaining a working knowledge of processes, standards, knowledge and skills across the business in order to proactively and knowledgably support the development of our people. * Maintaining an expert understanding of current-state skills and knowledge, by regularly engaging with key stakeholders across the business and proactively influencing and driving improvement changes. * Leading the development, delivery and validation of training solutions in order to maintain a skilled, knowledgeable, supported and effective team, delivering performance and customer service standard targets. * Running training/development academies as and when needed in the business - sometimes at very short notice - using a clear training track, ensuring that staff know what they need to do and by when to reach and exceed a level of competence. * Developing consistent standards and culture across the business by providing training and developing support materials for managers at TM and DM level. * Building strong relationships with the management team at department and team manager level, to enable a collaborative approach to agree and collectively shape training needs across the operation. * Identifying key stakeholders across the business to ensure a network of contacts when working on multi-channel projects. * Ensuring operational training complies with legislative changes, standards and good practice, communicating information and knowledge as required. * Developing a clear framework, measures and audit trail to document evidence of recommendation progress through all standards set across the business, whilst ensuring a robust review and feedback strategy is included. * Assessing all new starts throughout the training period to ensure successful comprehension of the handling policy and related procedures. * Analytical skills Use of a variety of diagnostic techniques to understand a situation/issue/problem by breaking it down and tracing the root cause/underlying implications in a methodical, step-by-step way. * Communication skills Clearly and effectively communicates information, ideas, plans, requests and opinions to internal and external stakeholders through a range of channels, including written and oral. Ensures alignment with communication guidelines and policies. * Consultancy expertise Provides consulting support, advice and guidance in a particular field of expertise to internal ...