Technical Trainer

Job description

Admiral Financial Services (AFSL) is a growing lending business and is on track to become a strategic pillar within the Admiral Group.  Our philosophy of “People who like what they do, do it better” is key. We make sure we have an open and inclusive workplace, where people can have fun, work hard, and be rewarded for their achievements.

As part of the AFSL journey, we would like to continue to evolve and develop our Collections processes & procedures, find new innovative ways to support colleague development, train and empower colleague competency and support automation of the end-to-end process to meet customer & colleague needs.

This role will play a key part in the journey and will be responsible for supporting the Collections teams with the roll out of technical training, management of process & procedure documents, support formal regulator reviews and strategic changes being developed in the department, which will need to be formally trained into the team.

You will be asked to provide new starter training following induction, upskilling team members to develop their knowledge of updated process & procedures (including management of the documents, which also supports Regulator/Compliance requests for such documents), or shared learning from Quality Assurance findings, and training on a regular basis on system-based developments.

Training requirements will also be essential for Team Managers and Senior Advisors to aid with the development of themselves and providing a high level of support for their team.

You will be expected to deliver at pace and assist with the technical project deliveries, but will have the support to fail quickly, using our test and learn philosophy. 

We want an innovative person who is not afraid to try new things out, develop themselves and the team around them.

Overall Role as Technical Trainer

• Support AFSL’s strategic objectives and arrears strategy approach, and executing across all lending products,
• Producing and maintaining training material following internal or regulatory change, and work with the Customer Outcome team and Collections management to define and track ‘competency’ across the Collections team
• Becoming a Collections subject matter expert and supporting of the end-to-end change in the team and translating into training packs. 
• Focus on procedural and process documentation development and maintenance
• Gain full understanding of the collection strategies and how all the components work
• Build and maintain own roadmaps to plan your time and to manage communication/training trackers with the Operations teams for visibility

Key Duties and Responsibilities

Training and Development

• Technical training for new starters following induction as the business grows.  Including but not limited to collection strategies, arrangement setting, forbearance, income and expenditure, web portal tools, dialler, webchat, digital enhancements etc
• Focus attention on 1-2-1 and group coaching development sessions to share knowledge and best practice
• Developing new material on a weekly basis on key change plans, including gaps in process, to further develop the frontline teams
• Continuous development of knowledge competency testing and providing training needs analysis.
• Create bespoke training refresher & development packs for advisors of the back of QA results to improve quality and confidence.
• Liaising with Operational Management & the Customer Outcome Team to create and develop new and existing scripting packs, process guidance & one-page documents in an easy-to-understand format.
• Gaining expert knowledge of our planned change that is prioritised each quarter and helping to shape and implement to help improve the customer and advisor journey
• Review and develop own roadmap to document what is coming soon throughout the year and what has been delivered
• Feed updates into key working groups and provide verbal updates
• Holding and supporting ‘call levelling sessions’ with the Customer Outcome Team, Operational Management and Advisors
• Conduct coaching and role plays to ensure training embedded.
• Supporting Customer Outcome Team in driving down Quality Assurance error rates to below 5%

Strategic Process

• Helping to form and manage all Collections process and procedure documents and maintain with internal or regulatory change including version control
• Work alongside the Customer Outcome and Compliance teams to translate FCA guidance and audit into procedure, system development and training material
• Focus on Compliance review feedback from procedural, thematic or end-to-end reviews to drive training, system, and process development/improvements
• Forward thinking to develop our strategies in reviewing and recommending changes
• Supporting with champion challengers on customer communications, strategies and alternative ways of working to understand where ‘sweet spots’ exist and driving down costs with unnecessary communications
• Providing input on content of communications, ensuring they are compliant, informative, and encourage customer contact
• Supporting various projects going on in and around the team
• Supporting with developing a motor strategy for secured assets from 1 payment down onwards to repossession/Voluntary Surrender, sale, charges, shortfall balances etc
• Process maps and flows – ensuring we have process maps and flows updated and developed for any future audits or due diligence
• Review all roadmaps to gain basic understanding of inter-department changes and impacts in short, medium, and long term on the Collections Operational Teams
• Digital focus to help our customers self-serve

This is not a full definition of the role but covers the main aspects and drivers for success.  The role will allow for a lot of self-development and creativity.

Personal Attributes

• Confident ability with a strong training and coaching talents
• Successful track record of writing and delivering a wide range of training, including technical, system and soft skills
• Have ability to adapt sessions based on audience and specific learning/or personality styles
• Great communicator, with a charismatic vision for Arrears process (customer and colleague engagement)
• Good stakeholder management skills – ability to work closely with people of all levels within the business
• Positively influence and effect change

• Analytical and strategic mindset

• Ability to learn and develop in yourself.
• Be comfortable working alone or as part of a team to deliver training sessions or work projects from home or in the office

Desired Experience

• Experience in a Collections environment within Financial Services
• Understanding complex change requirements and identify gaps in processes or procedures
• Technical mind to quickly review, understand and translate system and processes into byte size chunks to train out to frontline advisors
• Understanding of JIRA software and working within an agile environment
• Be comfortable presenting within working groups to members of the Senior Management team and key stakeholders present
• Experience with Microsoft Office applications including Excel, PowerPoint, and Visio

About Admiral

We're Wales’ only FTSE 100 company, with forward-thinking approaches and endless opportunities to test, learn and develop. Through innovation and organic growth, Admiral has evolved from a tiny startup into a multinational with a diverse product portfolio and a presence in eight countries.

There's a reason we've been named on the Sunday Times’ Best Companies to Work For 19 years in a row: Our culture, core values, and commitment to diversity has created an environment where people share ideas, make an impact, and feel valued. Our philosophy is simple yet effective: “People who like what they do, do it better”.

Admiral people work hard to keep us at the top of the industry, and are rewarded for it — with competitive pay, great benefits, a share package based on company performance, a flexible work schedule, nearby fitness and health centres, and many other perks.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance;  it's one of the reasons why we're consistently voted one of the Sunday Times’ Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

You can also view some of our other key benefits here: https://admiraljobs.co.uk/employee-benefits/.

**Please note: Interviews for this role will take place w/c 25th October**

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