Do you want to be part of something more than just a financial services business? Do you believe everyone, regardless of wealth, should have the opportunity to save and look after their loved ones? Do you want to be part of something that has been here for 160 years and help it be here for 160 more?
Scottish Friendly have an exciting opportunity to join our team. Based in Glasgow City Centre, we are one of the most progressive mutual life insurance offices in the UK. We have a strong, clear culture which has grown since 1862 with our customers and colleagues of today and the future being at the heart of that growth.
Reporting into the Head of People Transformation, this role will be responsible for the overall development proposition within Scottish Friendly. Responsible for a small team of L&D Trainers, ensuring that learning and development is embedded within the culture. Enabling our colleagues to grow in their roles, develop in their careers and for Scottish Friendly to provide an exceptional service to our customers.
Additionally, the role includes a short period of hands-on L&D delivery, such as induction training within the Customer Services function and learning design, to help the candidate gain a deeper understanding of Scottish Friendly and be effective in the L&D Manager role.
Responsibilities:
Liaise with managers and workforce planners to determine training needs. Timely delivery against the L&D 2025 plan and ability to effectively manage the L&D Trainer resource to deliver this plan. Schedule training sessions at optimal times to maintain service and deliver training, and select and book suitable venues to deliver training sessions. Undertake regular business unit-wide training needs analysis and develop a clear plan to deliver on those needs. Design effective training programs, including induction, up-skilling opportunities, and remediation planning. Maintain a database of potential learners and attendees at scheduled courses. Prepare educational material such as module summaries, videos and use all available channels to educate, support and mentor new colleagues. Provide safe environments for colleagues to embed their skills and alleviate risks to customers. Keep attendance and other records whilst maintaining an effective skills matrix. Responsible for the development of the training in Customer Services. Ensure regulatory requirements are natural woven into our approach to training and development. Implement the training cycle to ensure needs are identified, delivered and evaluated on an ongoing basis. Lead a team of L&D trainers ensuring they are at their best to support Scottish Friendly customer services teams. Design and embed career paths for customer services and beyond. Build, nurture and maintain relationships, internally and externally, to ensure development makes sense and buy-in is gained for all initiatives. Explore technology to maximise our training and development offering. Gather and act on feedback to ensure training always hots the mark for our teams, and that we can demonstrate the positive impact training has on the business. Conduct evaluations to ensure colleagues have absorbed required knowledge and identify areas of improvement. Qualifications & Skills
Clear understanding of functional and company-wide business requirements (current and future) and service drivers to provide a systemic approach to training paths. An understanding of the requirements and implications of working in a regulated business. Ability to be resilient and adaptable. Experience as a Training Manager. Proven record as an effective training SME working with principles such as the 70-20-10 approach. Understanding of effective teaching methodologies and tools. Willingness to keep abreast of new techniques in corporate teaching. Excellent communication and learning facilitation skills. Organisational and time management abilities. Critical thinking and decision making. Good relationship management and stakeholder engagement. Extensive experience in instructional and process design. Awareness of operational risk within team and ideally more broadly across a customer services environment in financial services. Evidence of people management. Strong evidence of a track record in training program, development, delivery and evaluation. A strong understanding of customer services and current processes and services. Good understanding of product propositions and distribution channels. Good market and competitor awareness. General knowledge of legislative, regulatory and compliance requirements/issues. With assets under management of over £5bn and more than 700,000 members we have lots to look after and lots more to do. If you want to be part of the team and you think this is you, we would love to hear from you. Benefits include: 10% employer pension contributions Free healthcare for colleagues Free EAP Cycle to work scheme EV scheme Season ticket loans Benefits card 25 days annual leave rising to 28 with service 8 public holidays Holiday buy scheme Location: 16 Blythswood Square, Glasgow, G2 4HJ, United Kingdom
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Liaise with managers and workforce planners to determine training needs. Timely delivery against the L&D 2025 plan and ability to effectively manage the L&D Trainer resource to deliver this plan. Schedule training sessions at optimal times to maintain service and deliver training, and select and book suitable venues to deliver training sessions. Undertake regular business unit-wide training needs analysis and develop a clear plan to deliver on those needs. Design effective training programs, including induction, up-skilling opportunities, and remediation planning. Maintain a database of potential learners and attendees at scheduled courses. Prepare educational material such as module summaries, videos and use all available channels to educate, support and mentor new colleagues. Provide safe environments for colleagues to embed their skills and alleviate risks to customers. Keep attendance and other records whilst maintaining an effective skills matrix. Responsible for the development of the training in Customer Services. Ensure regulatory requirements are natural woven into our approach to training and development. Implement the training cycle to ensure needs are identified, delivered and evaluated on an ongoing basis. Lead a team of L&D trainers ensuring they are at their best to support Scottish Friendly customer services teams. Design and embed career paths for customer services and beyond. Build, nurture and maintain relationships, internally and externally, to ensure development makes sense and buy-in is gained for all initiatives. Explore technology to maximise our training and development offering. Gather and act on feedback to ensure training always hots the mark for our teams, and that we can demonstrate the positive impact training has on the business. Conduct evaluations to ensure colleagues have absorbed required knowledge and identify areas of improvement. Qualifications & Skills
Clear understanding of functional and company-wide business requirements (current and future) and service drivers to provide a systemic approach to training paths. An understanding of the requirements and implications of working in a regulated business. Ability to be resilient and adaptable. Experience as a Training Manager. Proven record as an effective training SME working with principles such as the 70-20-10 approach. Understanding of effective teaching methodologies and tools. Willingness to keep abreast of new techniques in corporate teaching. Excellent communication and learning facilitation skills. Organisational and time management abilities. Critical thinking and decision making. Good relationship management and stakeholder engagement. Extensive experience in instructional and process design. Awareness of operational risk within team and ideally more broadly across a customer services environment in financial services. Evidence of people management. Strong evidence of a track record in training program, development, delivery and evaluation. A strong understanding of customer services and current processes and services. Good understanding of product propositions and distribution channels. Good market and competitor awareness. General knowledge of legislative, regulatory and compliance requirements/issues. With assets under management of over £5bn and more than 700,000 members we have lots to look after and lots more to do. If you want to be part of the team and you think this is you, we would love to hear from you. Benefits include: 10% employer pension contributions Free healthcare for colleagues Free EAP Cycle to work scheme EV scheme Season ticket loans Benefits card 25 days annual leave rising to 28 with service 8 public holidays Holiday buy scheme Location: 16 Blythswood Square, Glasgow, G2 4HJ, United Kingdom
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