Head of Training

Location: United Kingdom
Department: Customer (Member) Operations
Posted: January 20, 2025

Note: This is a 12 months fixed term employment. 

ABOUT YOU

We are looking for an experienced and motivated Head of Training to lead a high performing training team within our Member Operations function UK/Europe. This training team is responsible for training new hires and ensuring that existing Tideans remain adequately trained to execute their roles effectively. The Member Operations teams is is over 500 people, the teams are;

• Member Support 
• KYX 
• Ongoing Monitoring
• Collections 
• Complaints
• Account Operations
• Quality Assurance

You will oversee the training team's performance, develop engaging training strategies, and ensure the effective delivery of training across these 7 key areas at Tide. 

SOME OF THE THINGS YOU WILL BE DOING

• Team Leadership: Build, develop, and motivate a high-performing training team to achieve and exceed KPIs.
• Training Diversity: Research and implement a variety of new tools and strategies to ensure there is diversity in our training formats (e.g not just focusing on presentations and finding alternative methods to long periods of screen share) 
• Performance Management: Set clear performance metrics, track team performance, and implement strategies to improve productivity. 
• Training Strategy: Develop and execute effective and engaging training strategies aligned with Tide's overall business objectives.
• Coaching and Development: Provide ongoing coaching and training to the training team to enhance their training skills. 
• Customer Focus: Foster a strong customer-centric culture within the team, ensuring all trainers embed this into their training so that those teams interacting with members receive exceptional service and support.
• Data Analysis: 
• Leverage data and analytics to identify trends, optimise training processes and performance, and inform decision-making. You'll begin by centralising training data into Tide’s Looker platform (so you must be very comfortable with data and platform use), working closely with key stakeholders to gather data from various departments and vendors (e.g., Talent LMS for survey/completion data). 
• Your goal will be to create dashboards for monitoring and analysing the training team’s operational performance, defining key metrics, addressing performance issues, and identifying root causes of process inefficiencies.
• Collaboration: Work closely with cross-functional teams (global training, member support, KYX, complaints, collections and ongoing monitoring) to ensure alignment and achieve shared goals.

YOU'LL BE A GREAT FIT IF

You are a self starter and strategist and will not wait to be told what to do:

• A self starter who can set their own strategy/vision and motivate the team to execute on this.
• A creative thinker – able to identify problems and come up with rapid solutions to resolve these.

You are operationally minded:

• Strong analytical skills and ability to leverage data to drive performance. You enjoy working with data and have experience with business analytics tools: Excel and SQL; and understand the importance of KPIs in technology scale-ups. Some previous experience in an analytical role is advantageous. 

You have excellent leadership skills (in the training world ideally):

• Proven track record in leading and managing high-performing training teams, ideally in customer facing roles.
• In-depth understanding of training methodologies and best practices – incredibly comfortable using a variety of tools and strategies to ensure training is as engaging and effective as possible, and happy to create business cases to embed these at Tide.
• Strong leadership skills with a passion for coaching and developing talent.

You are excellent at stakeholder management:

• Excellent communication and interpersonal skills.
• A deep understanding of the small business market and its challenges.

WHAT YOU'LL GET IN RETURN

• Flexible working options
• Group Life Insurance 
• Vitality Health Insurance, with a proactive focus on mental and physical wellbeing
• 25 days holiday with the ability to buy extra days
• 3 days for L&D or volunteering time off per year
• We invest in your development with a £1,000 professional L&D budget per year
• Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme and pension contribution
• Spacious brand-new office near Old Street with an all-day snacks bar
• Enhanced family-friendly leave
• Sabbatical leave

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. 

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.