Operational Trainer

AFH Financial Group; Bromsgrove; Hybrid; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Flexible working

Annual bonus

Pension scheme

Health & wellbeing benefits

Learning & development programmes

Employee recognition

Job summary

AFH Wealth Management seeks an Operational Excellence Trainer to design, deliver and maintain training for client service and investment service teams. The role focuses on onboarding, process clarity and consistent, high-quality service delivery.

Travel to multiple offices is required, with some virtual delivery. Strong digital skills, LMS experience and stakeholder collaboration are essential for improving efficiency and client outcomes.

Qualifications

• Experience designing and delivering operational, systems or process training in financial services or regulated environments.
• Ability to design creative digital assets and training toolkits using modern tools.
• Experience using an LMS to hold, deliver and monitor training; familiarity with Kallidus is desirable.
• Strong understanding of processes, service standards and consistent execution across teams.
• Confident facilitator able to train mixed audiences including new starters and advisers.

Responsibilities

• Design, develop and maintain training materials, guides and assessments for operations and client service.
• Deliver onboarding and role-specific training to new starters and staff across locations.
• Provide coaching and remedial support to raise competence and performance.
• Collaborate with leaders to identify gaps and improve training across sites.
• Maintain training records, track attendance and feedback for governance.

Skills

Training design

Training delivery

Digital asset creation

LMS proficiency

Stakeholder management

Facilitation

Tools

Articulate 360

Vyond

Canva

Kallidus (LMS)

Job description

Operational Excellence Trainer

Contract type: Permanent

Hours: Full-time, 35 hours per week

AFH Wealth Management is one of the UK's leading independent financial advisory and wealth management firms, providing expert advice and long-term financial solutions to individuals, families and businesses.

The role

The Operational Excellence Trainer is responsible for designing, delivering and maintaining high-quality operational process, system and client service standards training across Client Service and Investment Service teams. The role ensures that new starters and existing employees are capable, confident and able to support advisers quickly and effectively, while also helping existing colleagues build a shared understanding of end-to-end processes and how teams work cohesively together for the benefit of clients.

Working Arrangements

This role will require regular travel to different offices to support acquisitions, onboarding and in-person training delivery in our Head Office. Some training may also be delivered virtually, depending on business need. The postholder should be comfortable working flexibly across locations and adapting training delivery to suit different audiences, experience levels and operational priorities.

As our Operational Excellence Trainer, you will typically:

• Design, develop and maintain training materials, lesson plans, guides, assessments and supporting resources for operational processes, systems and client service standards
• Deliver structured onboarding training to new starters within Client Service and Investment Service teams, ensuring they understand core processes, systems, service expectations and ways of working
• Provide operational and systems training to advisers, including new recruits, advisers joining through acquisitions and staff working for advisers within acquired businesses
• Implement targeted coaching, refresher training and remedial support where colleagues need further development to reach the required standard
• Work closely with operational leaders, team managers and subject matter experts to identify training needs, process gaps and opportunities to improve consistency and efficiency for new and existing staff and advisers
• Help colleagues understand the full end-to-end process and the impact of their role on other teams, advisers and clients
• Promote cohesive working across Client Service, Investment Service, adviser teams and acquisition teams to improve handoffs, reduce duplication and enhance the client experience
• Maintain records of training delivered, attendance, feedback, competency observations and follow-up actions to support auditability and ongoing training governance
• Review, update and deliver training content regularly to reflect changes to systems, processes, policies, regulatory requirements and service standards
• Support the rollout of new systems, process improvements and operational changes through clear training interventions and practical guidance
• Travel to and work from multiple sites as required to deliver training, support onboarding and embed consistent standards across locations
• Use feedback, performance data and quality outcomes to evaluate training effectiveness and recommend improvements to learning materials, delivery methods and support resources
• Provide operational, process and systems training to other teams as required.

What we are looking for in our ideal Operational Excellence Trainer

• Experience designing and delivering operational, systems or process training, ideally within financial services, wealth management or a regulated client service environment
• Capability to design creative digital assets and training toolkits. Experience of using Articulate 360, Vyond, Canva and other digital design tools would be an advantage
• Experience using an LMS to hold, deliver and monitor training. Experience of Kallidus desirable
• Strong understanding of operational processes, service standards and the importance of consistent execution across teams
• Confident facilitator with the ability to train mixed audiences, including new starters, experienced colleagues, advisers and acquisition teams
• Ability to translate complex processes and system requirements into clear, practical and engaging training
• Experience monitoring learner progress, assessing competence and providing constructive feedback and coaching
• Strong stakeholder management skills, with the ability to build credibility with operational teams, advisers and business leaders
• Excellent written and verbal communication skills, including the ability to create clear training documentation and user guides
• Strong organisational skills, with the ability to manage multiple training priorities across different teams and locations
• Comfortable using systems, reporting tools and training records to track progress and identify development needs
• Continuous improvement mindset, with the ability to identify where training, process clarity or ways of working can be improved.

What AFH can offer – Perks & Benefits

• Flexible working and competitive holiday allowance, including buy and sell options, your birthday and Christmas Eve off, plus additional leave for long service
• Tailored learning and development programmes
• Contributory Royal London pension scheme and death-in-service benefit
• Discretionary annual bonus after one year's service
• Loyalty bonus and additional annual leave for long service
• MediCash health and wellbeing benefits
• Salary sacrifice schemes including Electric Vehicle and Charity Giving schemes
• Annual social events and employee recognition initiatives