Head of Learning & Development for Operations

About Lendable

Lendable is on a mission to make consumer finance amazing:faster, cheaper and friendlier.

Were building one of theworld’s leading fintechcompanies and are off to a strong start:

1. One of theUK’s newest unicorns with a team of just over 400 people
2. Among thefastest-growing tech companies in the UK
3. Profitablesince 2017
4. Backed by top investors includingBalderton Capital and Goldman Sachs
5. Lovedby customers with the best reviews in the market (4.9 across 10,000s of reviews onTrustpilot)

So far, we’ve rebuilt theBig Threeconsumer 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 insmall teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
3. Build thebest 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 inshaping the future of our operations team. You will be accountable for thestrategic design,implementation, andmanagementof a robust training and competency framework that supports our operational staff from onboarding through to ongoing professional development.

Yourprimary objectivewill be to ensure that every team member is equipped with theskills,knowledge, andtoolsnecessary toexcelin their roles while adhering to all regulatory requirements. This role offers a unique opportunity todrive a meaningfulandlasting impacton our organization’s growth by cultivating a culture of continuous learning andoperational excellence.

Strategic planning

• Developandexecutea robust learning and development strategy for Operations that supports the company’s business objectives andenhances employee performance.
• Conduct a gap analysisto identify induction and ongoing training process gaps and deliver a defined project plan to address them.

Compliance & standards

• Ensure all Operations training programmescomply with industry regulationsand standards, including financial servicescomplianceandregulatory requirements.
• Design a robust change frameworkto ensure Operations training material is relevant, up to date and designed to deliver good customer outcomes.
• Designandimplement key controlsfor measuring thecompetencyof Operations staff, ensuring regular outcome testing and reporting.
• Establish and monitorKey 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 toidentify onboarding/ongoing developmentof material, training/coaching enhancements and modules.

Programme development

• Designandimplementtraining programmes, workshops and seminars for Operations, tailored to different employee levels and departments, with a focus oncompliance,technical skills, leadershipdevelopment and customer service excellence.
• Providetrainingtofrontline staffas part of the role, while alsocoachingand developing the training team to deliver training modules to the required standard, including bothonboarding and ongoing training.

Talent development

• Identify skills gapsand training needs across the operation, utilising data and feedback to develop a talent programme that promotes career growth and succession planning.
• Develop leadershipprogrammes which enhance the skills of leaders across Operations, fostering a culture of continuous learning, performance coaching and development within their teams.

What youll be doing

• Developandoverseetheonboarding training programmeacross operations to enhance the speed to competency while maintaining high-quality standards, demonstrated by theLendable Quality Assurance scorecard results.
• Ensure mandatory training across all areas of Operations is effectively delivered and monitored.
• Designanddeliverlearninganddevelopment programmeswhich 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 consistencyof Operations training programmes (competency) and maintaining appropriate systems for measurement of the L&D programme effectiveness.
• Enhance the culture of continuous improvementwithin 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 headsto identify training needs and ensure alignment with organisational and department goals.
• Develop MIto prepareregular reports on training outcomesand competence levels for Operations senior management team.
• Continuously improve the training and competency framework to enhance employee performance and compliance.
• Develop new-to-role Academyprocesses to build on the new-to-rolecompetencyof Operations staff to support customer service excellence.
• Potential tosupport wider businesstraining initiatives as required.

What youll need to succeed

• Extensive experience inFCA Regulatory Compliance(e.g. Consumer duty), ideally within aconsumer finance environment, particularly withinOperations.
• Proven experience inSME trainingwithin anOperations Financial Supportfunction 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 intechnical writing, preparing training materials and briefings.
• Experience in project management desirable andLearning Management Systems

Your profile

• Certificationin Training and Development e.g.CIPD, CPTM
• Minimum of5 years experiencein a learning and development leadership role
• Bachelor/Mastersdegree desirable
• Strategic vision alongside excellent leadership, communication and interpersonal skills with theability to influence and inspire others
• Strong analytical thinking, interpreting data to inform future strategy and development

Life at Lendable (check out ourGlassdoor page)

The opportunity to scale up one of theworld’s most successfulfintech companies.

Best-in-classcompensation, including equity.

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

Our in-house chefprepares 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 toprivate health insurance.

Were anequal opportunity employerand are looking to make Lendable the most inclusive and open workspace in London.

Check out ourblog!

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