Delivery Manager jobs in United Kingdom

CX Compliance Operations is responsible for delivering high quality Transaction Monitoring (TMS) investigations, Enhanced Due Diligence review, Screening cases and Complaints Investigations, which is a critical component of Coinbase’s financial crimes & regulatory compliance programme aimed at deterring illicit activity on our platform, protecting against exploitation by criminals, complying fully with our legal and regulatory obligations, and ensuring effective outcomes for our customers.

As a Senior Training Delivery Manger, you lead a team of Coinbase trainers that provide New to Queue (onboarding), and Existing to Queue (cross-skilling) training to drive quality and performance through the Compliance and Complaints Investigations network. You will be the primary point of contact to schedule resources, own training delivery quality, and advise cross functional teams on the impact of change on the Analysts investigations requirements, and case outcomes to deliver effective, targeted support readiness training to help investigations keep pace with regulatory and technology change. You will partner closely with various cross-functional partners such as Workforce Management, Vendor Management, Operations, Compliance, Legal and Quality Assurance. You will be an expert in the field of Compliance and/or Complaints investigations, and have previous experience in leading a large, high impact training team, and delivering training both in person and virtually to a global audience.

This role is ideal for someone who is passionate about training delivery, compliance, thrives on enabling others, is a clear communicator (written and verbal), and adaptable to change in a fast-paced environment.

What you’ll be doing (ie. job duties):

• Team Leadership
• Manage, coach and develop a team of Compliance and Complaints trainers
• Provide structure, scheduling inputs and work with cross functional team to optimise the training delivery schedule
• Represent training delivery at cross functional forums, and own KPIs to evidence team performance.
• Training Delivery
• Deliver comprehensive, and interactive training sessions covering procedures, investigation requirements, and risk based decisions.
• Deliver onboarding, and cross skilling training and nesting support to enable L&D to meet its KPIs, and business SLAs
• Maintain high standards in training delivery for consistent knowledge transfer.
• Expand the use of Coinbase’s training Sandbox to test and validate agent’s proficiency against new procedures or case types
• Conduct Train-the-Trainer (TTT) masterclasses, certify trainers, and participate in continuous development programs to uplift trainer quality.
• Curriculum Development:
• Collaborate with cross functional teams and work with L&D to enable L&D to:
• Provide inputs to the design and development of training materials and modules tailored to Compliance or Complaints investigations
• Make recommendation of the design of onboarding, and cross skilling programmes to delivery day 1 quality for new investigators
• Ensure training content aligns with regulatory requirements and internal policies.
• Address and remediate training gaps identified through QC/QA processes.
• Work closely with functional leaders in compliance and support functions to maintain the highest standards of production and quality.

• Travel ~25% of the time to Coinbase, or vendor, offices in order to deliver onsite instructor-led training
• Flexibility ~ 25% of the time to deliver virtual training across global time zones to ensure full population coverage.
• Accountable for L&D KPI execution (CSAT, Nesting Pass Rate)

What we look for in you (ie. job requirements):

• 5+ years of Compliance and/or Complaints investigations and training experience.
• Ability to analyze complex, and large amounts of data to inform effective case outcomes.
• Proven track record of successfully improving investigations programmes to meet both customer and regulator requirements in either recognised large financial institution, fintech or enforcement agency.
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• A passion for learning, and evidence of driving performance improvement both for individuals and in the ‘classroom’
• Strong analytical and problem-solving skills, with the ability to identify training needs, evaluate training effectiveness, and recommend improvements
• Ability to work independently and as part of a team, with a high level of self-motivation and personal accountability
• Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines
• Clear written and verbal communication

Nice to haves:

• Knowledge of crypto currency, and blockchain analytics tools.