Training & Competency Specialist (FTC)

Training & Competency Specialist (FTC)

Belfast – Hybrid

We are looking for a Training & Competency Specialist on a FTC, to join our Belfast Team. This is an exciting opportunity to design, deliver and create training content that supports our team live our purpose of helping our customers achieve a better later life.

You will operate as a subject matter expert, offering coaching, feedback and delivering training across HUB Retirement Solutions. You will also play a key role in assessing the level of competence of the HUB Retirement Solutions Teams.

This is an opportunity to develop your skills in but not limited to the following:

• Delivering product training, to non-qualified and qualified advisors

• Providing coaching and feedback

• Consumer Duty, good customer outcomes

Key Responsibilities:

• Scope and prioritise training requests, connecting learning to key business initiatives and priorities

• Assist with content development to refine and improve training interventions

• Provide subject matter expertise for customer experience and our vulnerable customer journeys

• Play an active role in the continuous development of the job function area

• Ensure planned objectives are achieved, monitor results and take appropriate actions

• Provide clear and concise reporting based on trend insights, this includes, utilising outcome data to identify root causes and highlight key themes.

• Coaching and feedback to individuals/Team Leaders for all red/amber results effectively, ultimately reducing necessary re-work by supporting development.

• Collaboratively identifying trends and communicating alongside summary recommendations; initiatives; month on month progress, until all agreed benchmarks are achieved

• Flexibility to recognise future propositional changes and trends (subtle or substantive) allowing the business to respond promptly and compliantly.

• Understanding the recruitment plan to ensure full training support can be agreed and BAU is not adversely affected

• Responds to all customer feedback and insight; identified weaknesses (e.g. complaints; NPS; independent feedback; operational losses; competency results

Skills and Experience:

• Demonstrable expertise and practical work experience is key (qualifications in L&D, compliance and coaching or other related areas are desirable but not essential)

• Working in the financial services industry, ideally in the Life and Pensions and Investment Platform sector

• Significant experience designing training and delivering coaching interactions in a regulated firm.

• Experience of sales methodologies and a track record of success when using customer centric selling techniques within coaching.

• Communicating ideas or detail to various groups of people and stakeholders across multiple levels

• Strong facilitation skills (online and in-person)

• Strong communication and influencing skills – has the confidence to constructively challenge and influence senior stakeholders

• Ability to motivate others and demonstrate effective team-work, particularly in times of pressure or significant change

• Ability to be creative in the use of language, graphics, animations, audio and video

• Strong technical knowledge of our providers/lenders, products, and supporting legislation.

• High degree of self-motivation, organisation, self-discipline, and enthusiasm to succeed

• Logical, systematic, and adaptable, with the ability to research and gather facts, working to clear guidelines and company standards