Training Associate – Operations (Hybrid) Full Time NEW

Hello there. We’re Zopa.

We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com !

We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife

The Role

As our customer base grows and our product portfolio expands, we are enhancing our training capabilities across Operations. We have an opportunity for an Operations Trainer to join our in-house Operations Training team at our Manchester office. This role sits within the Operations Training & Knowledge team, which is responsible for designing, delivering, and continuously improving our training offering.

Reporting to the Operations Training Manager, you will ensure that our operations colleagues possess the knowledge, judgement, and technical skills required for their roles, while also supporting specialised training for customer service and other operations teams. Your passion for fostering growth, enhancing skills, and equipping employees to excel in their roles will be essential. As an Operations Trainer, you will play a key role in driving impactful training and development initiatives that contribute to our organisational success.

This is a hybrid role working in our Manchester office at least 3 days per week.

A Day In The Life

Training Needs Analysis & Project Management

• Collaborate with senior stakeholders to conduct learning needs analyses, identifying skill gaps and assessing performance to highlight challenges and emerging trends.
• Assist in the management of ongoing and future training projects, partnering with operational SMEs and other departments to deliver against training objectives.
• Ensure regulatory compliance in relation to training.

Design & Development

• Design and develop learner-centric training across multiple delivery channels (classroom, virtual, e-learning, blended).
• Translate department-specific processes into simple, easy-to-use training modules.
• Incorporate adult learning principles and real-life case studies to strengthen investigative judgement and decision-making.
• Ensure all materials are audit-ready, controlled, and version-managed.

Delivery & Capability Uplift

• Lead inductions for all Operations teams based in Manchester (with support from SMEs and the wider Training team).
• Deliver high-impact, specialised training sessions for customer-facing operations teams across varying capability levels.
• Lead and deliver upskilling and ongoing competency development to support the growth of frontline agents’ skills and knowledge.
• Assist in the development of training materials to support operational change.
• Coach and support Team Leaders in reinforcing best practice and positive customer outcomes, while embedding learning into BAU.

Performance Measurement & Continuous Improvement

• Use QA results, performance MI, and stakeholder feedback to measure training effectiveness beyond attendance and satisfaction.
• Track impact on key operational indicators (e.g. QA pass rates, CSAT, and other KPIs).
• Apply the Kirkpatrick evaluation methodology to demonstrate business and control impact.
• Continuously refine training content in response to regulatory changes, system updates, and emerging trends.
• Ensure training records and standards are maintained for audit purposes.
• Assist the Operations Training Manager with any additional ad hoc training requests.

About You

• Comfortable operating in a fast-paced, highly regulated environment with frequent regulatory and process changes.
• Confident in engaging with senior stakeholders.
• Passionate about learning and development.
• Experienced in leading training and upskilling sessions.
• Data-driven and pragmatic in identifying and addressing capability gaps.
• Highly organised, detail-oriented, and disciplined in documentation and governance.
• Passionate about building and strengthening employee capability.
• Open to travel to and from our London office and offshore partners.
• Strong experience in delivering training to teams in an operational or similar environment.
• Good working knowledge of learning and development methodologies and adult learning theory.
• Experience working in a regulated environment.
• Experience delivering training, workshops, or briefings, with the confidence and ability to facilitate discussions and engage operational teams (formal L&D experience is welcome but not essential).
• Exposure to designing or supporting training solutions (e.g. classroom, virtual, or e-learning). Experience with LMS platforms is beneficial but not required.
• Strong organisational and project management skills, with the ability to manage multiple priorities.
• A collaborative team player who builds strong working relationships across functions.
• Familiarity with learning methodologies (e.g. ADDIE, SAM, 5Di, Kirkpatrick) is advantageous but not essential.

At Zopa we value flexible ways of working.

We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our Manchester office at least 3 days a week. (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF) Please note this office is dog friendly so you might see some furry friends about!

You’ll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.

• Subject to having the right to work in the country of choice

Diversity Statement

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.