Banking Development Specialist

Recruiter
Secure Trust Bank Group
Location
Shirley, UK
Salary
Competitive
Posted
11 Aug 2019
Closes
10 Sep 2019
Ref
1225906916
Sector
Education
Contract Type
Permanent
Hours
Full Time
Job Description

Responsible for the Product/Technical, Systems and Risk training and coaching programme within the Banking department (Retail Deposits including ISA's, personal and business savings, OneBill budget account and Customer Resolutions).

The role focuses on building from the induction and its primary focus is to support new starters and experienced staff to develop the technical expertise in product knowledge, systems use and associated risk awareness, relating to the Banking business unit, including the ongoing training, coaching of teams and individuals and testing of knowledge. The role holder will play an active part in supporting the delivery of training associated with project(s) and change.

The individual will be an important member of the leadership team, working alongside the management and quality assurance areas, and be capable of identifying, developing and executing training as well, supporting with proactive coaching, as being able to measure and articulate the embedding of knowledge.

The role will be based at Solihull but there may be travel to industry events to support the continual development of Industry & Product knowledge.

Job Purpose
  • To identify, define, develop and deliver training and coaching programmes to raise and embed knowledge in the Banking area relating to:
    • Knowledge and understanding of the product set; such that customer misinformation is minimised through exceptional product knowledge and a right first time culture.
    • Systems use, including the competent use of all associated systems in Banking, and the ability to service customers effieiciently and accurately.
    • Risk awareness, the competence to be aware of the broader risk profile of the operation, for instance, ID&V, financial crime, operational risks, have an appreciation as to how these risks may manifest in the operation and improve the functions performance in minimising human errors, process fails and ultimately operational loss events
  • To work alongside Quality and Standards to continually assess knowledge in the three above areas by introducing a robust process of measurement at a team and individual level, helping to identify areas of strength, gaps for development and cross skilling of individuals.
  • To support the delivery of Group and business unit change through active involvement in projects and alongside workstream owners to translate, develop and deliver training programmes well received by staff and effective in their embedding of knowledge.
  • To work alongside and collaboratively with the Group HR function in order to support the broader Training and Development agenda and play an active role in shaping this representing Banking.
  • Proactively identify improvements to the manner in which we deliver training and test knowledge within Banking, piloting and testing new techniques focused on continuous improvement.
  • In partnership with subject matter experts and external bodies, for instance TISA, maintain the Business units training manuals and courses and ensure changes are cascaded into relevant documentation and processes

Key Responsibilities
  • Plan, deliver and exceeds expectations by proactively managing workload
  • Increase customer satisfaction through increasing staff competence
  • Reduce misinformation of customers
  • Deliver lower numbers of risk events and failures reported by QA
  • Prevent fraud and financial crime through promoting active awareness
  • Increase efficiency and accuracy of staff system use
  • Increase retention and recall of training and knowledge
  • Promote staff retention through positive engagement and development of knowledge
  • Reduce customer complaints

Knowledge/Experience
  • Banking background and understanding of the end-to-end customer lifecycle preferred
  • Evidence of being able to design, deliver and evaluate training packages
  • Strong organisational skills
  • Ability to deliver feedback and coaching
  • Strong communication skills and confidence
  • Ability to manage own workload and prioritise accordingly

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