Operations Trainer

DNA Payments Ltd; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a fast-growing fintech company dedicated to reshaping the payment industry! As an Operations Trainer, you'll play a vital role in delivering exceptional training to new and existing colleagues in a dynamic environment. This position offers the opportunity to work closely with operations teams, ensuring they are equipped with the necessary skills to thrive. With a strong focus on innovation and continuous improvement, you'll help shape the future of learning within the organization. If you're passionate about training and development and want to make a real impact, this role is perfect for you!

Benefits

25 days holiday + Bank Holidays

Private Medical Care

Life Assurance

Ride to work

Access to self-learning platform, Bookboon

Income Protection

Workplace Pension

Employee Assistance Programme

Qualifications

• Experience in training or coaching within the payments or fintech industry.
• Strong communication and relationship-building skills are essential.

Responsibilities

• Deliver high-quality training for new and existing colleagues.
• Evaluate training effectiveness using feedback and performance data.
• Support operations teams with training-related needs.

Skills

Training and Development

Communication Skills

Relationship Building

Content Writing

Agile Training Design

Analytical Skills

Proficient in MS Office

Knowledge of LMS

Coaching

Presentation Skills

Education

Experience in Payments Industry

Experience in Financial Services or Fintech

Tools

Salesforce

Learning Management Systems (LMS)

Job description

About us

Since 2018, DNA Payments has rapidly grown into one of the largest independent, fully integrated omnichannel payments providers in the UK and Europe. We specialise in helping businesses seamlessly accept payments, whether it's through cutting-edge POS systems or online platforms.

Recognised as one of the top 50 fintech start-ups by Beauhurst, we are a true innovator in the financial space. Backed by £100 million Private Equity funding from Alchemy, we now process over £1.2 billion every month, serving 60,000+ businesses across the UK and Europe.

Our dynamic team of 375 professionals operate from our London headquarters, with regional offices spanning Hull, Nottingham and Kazakhstan. As we continue to expand, we’re on a mission to empower businesses to thrive through pioneering payment solutions. Join us and be a part of the exciting journey towards reshaping the future of payments.

Job Summary:

As a member of the People team, you will help shape the future of learning at DNA Payments! We are a fast-growing, customer-first fintech dedicated to providing exceptional service. We value innovation, teamwork, and continuous improvement and you will be at the forefront of this as you deliver training, assess development needs and track learning effectiveness in the operations team.

This role will require you to work from our office in Hull and deliver fortnightly induction programmes to operational colleagues.

Reporting into: Sales Training Manager
Job Description:

• As the Operations Trainer you will play a pivotal role in the delivery of high-quality training for new and existing colleagues in our customer-facing contact centre on a one on one and group delivery basis.
• Build strong relationships with operations teams, acting as a trusted advisor and main point of contact to support them through all training related needs including new products or initiatives.
• Support all new operational colleagues through a high-quality and consistent induction programme to improve competency.
• Demonstrate an agile and efficient approach to training design and planning to adapt to changing learner/business needs and minimise any impact on operational performance.
• Evaluate the impact and effectiveness of training on individual and operational performance, using observation, surveys, feedback and KPI data.
• Identify opportunities to optimise training delivery and collateral to provide best-in-class learning opportunities and support learners based on data from the business (e.g. QA scores).
• Adopt a blended learning approach (e.g. coaching, job-shadowing, online training).
• Reinforce and evaluate training using Elephants Don’t Forget and the business LMS.

Desirable skills

• Prior experience within an operational role in the payments industry.
• Prior experience as a trainer or coach in financial services, fintech or payments – this could be a formal role, or time as a coach or mentor alongside your day job.
• Content writing, documenting knowledge articles, design and delivery of training material for customer-facing contact centre roles.
• Prior experience of QA within the customer service world.
• Current knowledge of effective learning and development methods.
• Proficient in MS Office.
• Knowledge of ‘Elephants Don’t Forget’, Learning Management Systems (LMS) and Salesforce would be an advantage.
• Excellent communication and presentation skills.
• Ability to build strong relationships with a variety of stakeholders.

What’s in it for you?

You’ll work with a collaborative team and will join a fast-growth fintech where you’ll get the chance to learn and develop. If that’s not enough, you’ll also receive the following benefits:

• 25 days holiday per year + Bank Holidays.
• Private Medical Care.
• Life Assurance.
• Ride to work.
• Access to self-learning platform, Bookboon.
• Income Protection.
• Workplace Pension.
• Employee Assistance Programme.

Educate, Discover & Inspire

At DNA Payments, we believe that diversity drives innovation and inclusion fosters creativity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We celebrate and promote an inclusive environment where all employees feel valued, respected, and empowered.

Join us in creating a workplace that reflects the diverse world and customers we serve.

Should you require any reasonable adjustments throughout the interview process, please make us aware.