L&D Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

About Jaja

Our Mission: Empowering our customers to buy, borrow, and build-driven by tech, fuelled by data, and built for the future.

Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple

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.

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.

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.

Why Join Us?

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.

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!

Learning & Development Manager

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.

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.

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. ** 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. (XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ)

Key responsibilities

• Capability framework - design, own, and evolve a Jaja Ops-wide capability framework covering frontline servicing and the four 2nd-line specialisms (disputes, fraud, complaints, collections).
• Learning pathways - 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.
• Competence assurance - establish sign-off, certification, and where regulation or risk requires it, periodic re-attestation. Make competence visible and auditable at individual and team level.

Training delivery & facilitation

• Induction - run new-hire induction for frontline and 2nd-line cohorts to a consistently high standard.
• Refresher & change-led training - deliver targeted interventions when policies, products, journeys, or tooling change.
• Facilitation - lead classroom, virtual, and floor-walking sessions. Set the bar for what good facilitation looks like at Jaja.

Regulatory & risk-aware learning

• Embed conduct expectations - integrate FCA principles, Consumer Duty, vulnerable-customer practice, and complaints handling into role-readiness, not just annual modules.
• Evidence - maintain learning records and competence evidence that stand up to internal assurance and external scrutiny.

Partnership with QA, Workforce Planning, and the wider business

• QA - translate QA findings into targeted learning; close the feedback loop with measurable quality uplift.
• Workforce Planning - schedule learning at a sustainable cadence and model the capacity impact of multi-skilling.
• Transformation - own the people-side of change - new products, journeys, or tooling land with prepared people, not just deployed code.
• Operations leadership - coach team leaders to coach, so day-to-day capability uplift happens at the source.

Measurement & impact

• Define the KPIs - time-to-competence, post-training quality scores, multi-franchise coverage, and a clear line of sight from L&D activity to cost per contact.
• Report on them - provide concise, exec-ready reporting on capability health and L&D impact.

About you

Must-haves

• 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.

Nice-to-haves

• Experience designing multi-skilling or cross-training programmes across distinct operational specialisms (e.g. frontline plus 2nd-line teams).
• CIPD, CTP, or equivalent professional certification.
• Familiarity with modern servicing technology - cloud telephony (e.g. Amazon Connect) and case-management platforms (e.g. Zendesk).
• Exposure to AI-assisted learning, knowledge management, or LMS modernisation.
• Experience supporting change embedment alongside transformation or product teams.

What's in it for you?

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever
• Competitive salary
• 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