With our customer base rapidly increasing and our product offerings and services continuing to grow, there is an opportunity for a Senior Training Associate to join our in‑house Operations Training and Development team. Reporting directly to the Operations Training Manager, you will support a small team in designing and delivering engaging training that equips Zopians, both onshore and offshore, with the knowledge, skills, behaviours, and tools needed to perform their roles effectively and provide exceptional customer service.
In this role, you will play a pivotal part in shaping Zopa’s training and development landscape. You will be passionate about fostering growth, enhancing skills, and ensuring employees are equipped to excel in their roles.
A day in the life
- Training needs analysis and project management: Collaborate with senior stakeholders and operations teams to understand learning needs, conducting assessments to identify skill gaps, performance challenges, and emerging trends.
- Support the management of ongoing and future training projects, partnering with operational SMEs and other departments to deliver against training objectives.
- Training design and development: Create engaging, learner‑centric training content, bringing innovative ideas and solutions to the forefront of design.
- Develop training materials, modules, and facilitation notes for various delivery modes, including classroom, e‑learning, and blended learning.
- Incorporate adult learning principles, interactive activities, and real‑world scenarios, while staying up to date with industry best practices in learning and training design.
- Support operational change requests and ensure training content is updated accordingly.
- Training delivery and facilitation: Deliver engaging training sessions, workshops, and seminars, ensuring content is tailored to diverse learner profiles.
- Lead and deliver new starter inductions, ensuring all new joiners receive a consistent, high‑quality onboarding experience that sets them up for success from day one.
- Travel across Zopa office locations (London, Manchester, Cape Town, etc.) as required to deliver training, support inductions, and maintain a consistent standard across all sites.
- Gather feedback from participants and stakeholders via internal surveys and other feedback channels.
- Use evaluation metrics (e.g., the Kirkpatrick model) to assess training effectiveness and update materials in a timely manner.
- Stakeholder engagement and change management: Support organisational change initiatives by creating learning interventions through a change request system.
- Promote a growth mindset across operations.
- Ensure all training is accurately recorded, and that reports are created and distributed to relevant stakeholders.
- Support the Operations Training Manager with additional ad hoc training requests as required.
About you
- Experience in training and development roles, ideally within financial services or a regulated environment.
- Experience working with outsourcers.
- Proficiency in learning management systems (LMS) and e‑learning platforms.
- Experience designing and deploying training content within an LMS or e‑learning platform.
- Experience working with internal knowledge management systems.
- Strong project management skills.
- Knowledge of learning and development theories, including but not limited to ADDIE, the 5Di Model, SAM, and Kirkpatrick.
- Experience designing and delivering new starter inductions in a professional environment.
- Comfortable and confident working in a fast‑changing and ambiguous environment; you are agile and adaptable in your approach to work (both your own and others’).
- A creative thinker with a flexible approach to learning solutions, able to adapt training techniques to suit individual and group learning styles.
- Pragmatic, with sound judgement when analysing scenarios and making decisions.
- Exceptionally organised, with the ability to plan, multitask, and manage competing priorities effectively.
- High levels of accuracy and keen attention to detail.
- A team player who enjoys working in a collaborative environment.
- Enthusiastic about AI and its potential to enhance learning processes at Zopa.
- Willing to travel across Zopa office locations when required, and comfortable delivering training both in person and virtually.
Flexible ways of working
We value face‑to‑face collaboration and a good work‑life balance. This hybrid role requires you to come to our London office 2–3 days a week.
You’ll also have the option of working from abroad for up to 120 days a year! * But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
* Subject to having the right to work in the country of choice.
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
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