Head of Learning & Development for Operations

About Lendable Do you have the following skills, experience and drive to succeed in this role Find out below. Lendable is on a mission to make consumer finance amazing: faster, cheaper and friendlier. We're building one of the world's leading fintech companies and are off to a strong start: 1. One of the UK's newest unicorns with a team of just over 400 people 2. Among the fastest-growing tech companies in the UK 3. Profitable since 2017 4. Backed by top investors including Balderton Capital and Goldman Sachs 5. Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot) So far, we've rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers' hands in minutes instead of days. We're growing fast, and there's a lot more to do: we're going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. Join us if you want to 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting About the role Reporting directly to the Director of Operational Support & Governance, the Head of Learning & Development plays a vital role in shaping the future of our operations team. You will be accountable for the strategic design, implementation, and management of a robust training and competency framework that supports our operational staff from onboarding through to ongoing professional development. Your primary objective will be to ensure that every team member is equipped with the skills, knowledge, and tools necessary to excel in their roles while adhering to all regulatory requirements. This role offers a unique opportunity to drive a meaningful and lasting impact on our organization's growth by cultivating a culture of continuous learning and operational excellence. Strategic planning

• Develop and execute a robust learning and development strategy for Operations that supports the company's business objectives and enhances employee performance.
• Conduct a gap analysis to identify induction and ongoing training process gaps and deliver a defined project plan to address them.
Compliance & standards
• Ensure all Operations training programmes comply with industry regulations and standards, including financial services compliance and regulatory requirements.
• Design a robust change framework to ensure Operations training material is relevant, up to date and designed to deliver good customer outcomes.
• Design and implement key controls for measuring the competency of Operations staff, ensuring regular outcome testing and reporting.
• Establish and monitor Key Performance Indicators (KPIs) to assess the effectiveness of learning and development initiatives, making data-driven adjustments to improve outcomes.
• Establish a robust process between QA and the Training function to identify onboarding/ongoing development of material, training/coaching enhancements and modules.
Programme development
• Design and implement training programmes, workshops and seminars for Operations, tailored to different employee levels and departments, with a focus on compliance, technical skills, leadership development and customer service excellence.
• Provide training to frontline staff as part of the role, while also coaching and developing the training team to deliver training modules to the required standard, including both onboarding and ongoing training.
Talent development
• Identify skills gaps and training needs across the operation, utilising data and feedback to develop a talent programme that promotes career growth and succession planning.
• Develop leadership programmes which enhance the skills of leaders across Operations, fostering a culture of continuous learning, performance coaching and development within their teams.
What you'll be doing
• Develop and oversee the onboarding training programme across operations to enhance the speed to competency while maintaining high-quality standards, demonstrated by the Lendable Quality Assurance scorecard results.
• Ensure mandatory training across all areas of Operations is effectively delivered and monitored.
• Design and deliver learning and development programmes which support the Operations teams to deliver against their strategic initiatives and those of the wider business.
• Lead the learning and development process, ensuring the effectiveness and consistency of Operations training programmes (competency) and maintaining appropriate systems for measurement of the L&D programme effectiveness.
• Enhance the culture of continuous improvement within Operations by leveraging Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs) to evaluate the success of learning programmes and initiatives.
• Collaborate with department heads to identify training needs and ensure alignment with organisational and department goals.
• Develop MI to prepare regular reports on training outcomes and competence levels for Operations senior management team.
• Continuously improve the training and competency framework to enhance employee performance and compliance.
• Develop new-to-role Academy processes to build on the new-to-role competency of Operations staff to support customer service excellence.
• Potential to support wider business training initiatives as required.
What you'll need to succeed
• Extensive experience in FCA Regulatory Compliance (e.g. Consumer duty), ideally within a consumer finance environment, particularly within Operations.
• Proven experience in SME training within an Operations Financial Support function within consumer finance is essential.
• Proven experience in 'owning' an L&D strategy, including developing and implementing successful learning and development strategies and programmes.
• Proven track record of working with leaders across multiple areas of a Financial Services organisation including; Operations, technical teams, Products etc.
• Strong knowledge of learning theories, instructional design and e-learning technologies
• Proficient in technical writing, preparing training materials and briefings.
• Experience in project management desirable and Learning Management Systems
Your profile
• Certification in Training and Development e.g. CIPD, CPTM
• Minimum of 5 years experience in a learning and development leadership role
• Bachelor/Masters' degree desirable
• Strategic vision alongside excellent leadership, communication and interpersonal skills with the ability to influence and inspire others
• Strong analytical thinking, interpreting data to inform future strategy and development
Life at Lendable (check out our Glassdoor page) The opportunity to scale up one of the world's most successful fintech companies. Best-in-class compensation, including equity. You can work from home every Monday and Friday if you wish - on the other days we all come together IRL to be together, build and exchange ideas. Our in-house chef prepares fresh, healthy lunches in the office every Tuesday-Thursday. We care for our Lendies' well-being both physically and mentally, so we offer coverage when it comes to private health insurance. We're an equal opportunity employer and are looking to make Lendable the most inclusive and open workspace in London. Check out our blog!


• Extensive experience in FCA Regulatory Compliance (e.g. Consumer duty), ideally within a consumer finance environment, particularly within Operations.
• Proven experience in SME training within an Operations Financial Support function within consumer finance is essential.
• Proven experience in 'owning' an L&D strategy, including developing and implementing successful learning and development strategies and programmes.
• Proven track record of working with leaders across multiple areas of a Financial Services organisation including; Operations, technical teams, Products etc.
• Strong knowledge of learning theories, instructional design and e-learning technologies
• Proficient in technical writing, preparing training materials and briefings.
• Experience in project management desirable and Learning Management Systems
Your profile
• Certification in Training and Development e.g. CIPD, CPTM
• Minimum of 5 years experience in a learning and development leadership role
• Bachelor/Masters' degree desirable
• Strategic vision alongside excellent leadership, communication and interpersonal skills with the ability to influence and inspire others
• Strong analytical thinking, interpreting data to inform future strategy and development
  
  Lendable is on a mission to make consumer finance amazing: faster, cheaper and friendlier.
We're building one of the world's leading fintech companies and are off to a strong start: 1. One of the UK's newest unicorns with a team of just over 400 people 2. Among the fastest-growing tech companies in the UK 3. Profitable since 2017 4. Backed by top investors including Balderton Capital and Goldman Sachs 5. Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot) So far, we've rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers' hands in minutes instead of days. We're growing fast, and there's a lot more to do: we're going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.

You can work from home every Monday and Friday if you wish - on the other days we all come together IRL to be together, build and exchange ideas.