Key Responsibilities

• Supporting training, capability-building, and accreditation needs of Natwest Boxed Operations.
• Assessing training needs within the Operations team through data collection, surveys, and feedback.
• Developing opportunities to support the design of effective training programmes.
• Collecting and maintaining data on Ops Agents capabilities and training completion and preparing regular reports.
• Coordinating with external accreditation bodies to ensure training programmes meet relevant industry standards.
• Developing and updating in-house training materials modules, aligning with capability frameworks.
• Delivering engaging and effective training sessions to employees at all levels.
• Evaluating the impact and effectiveness of training programmes, making recommendations for enhancement.

Skills and Expertise

• Strong understanding of banking operations and processes, with deep knowledge of Customer Support & Complaints, Payments and Lending Operations.
• Proficient in data analysis to assess training needs, program impact, and accreditation metrics.
• Familiar with industry accreditation and regulatory standards, ensuring compliance.
• Experience managing timelines and coordinating with multiple stakeholders.