Head of Learning & Development

at  Lendable

STRATEGIC PLANNING

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

ABOUT THE ROLE

Reporting directly to the Director of Operational Support & Governance, the Head of Learning & Development plays a vital role in shaping the future of our operations team. You will be accountable for the strategic design, implementation, and management of a robust training and competency framework that supports our operational staff from onboarding through to ongoing professional development.
Your primary objective will be to ensure that every team member is equipped with the skills, knowledge, and tools necessary to excel in their roles while adhering to all regulatory requirements. This role offers a unique opportunity to drive a meaningful and lasting impact on our organization’s growth by cultivating a culture of continuous learning and operational excellence.

WHAT YOU’LL BE DOING

• Develop and oversee the onboarding training programme across operations to enhance the speed to competency while maintaining high-quality standards, demonstrated by the Lendable Quality Assurance scorecard results.
• Ensure mandatory training across all areas of Operations is effectively delivered and monitored.
• Design and deliver learning and development programmes which 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 consistency of Operations training programmes (competency) and maintaining appropriate systems for measurement of the L&D programme effectiveness.
• Enhance the culture of continuous improvement within 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 heads to identify training needs and ensure alignment with organisational and department goals.
• Develop MI to prepare regular reports on training outcomes and competence levels for Operations senior management team.
• Continuously improve the training and competency framework to enhance employee performance and compliance.
• Develop new-to-role Academy processes to build on the new-to-role competency of Operations staff to support customer service excellence.
• Potential to support wider business training initiatives as required.