Senior Support Manager

Job Summary

Job Description

The role of a L&D Trainer is to design, deliver, and evaluate training programs for insurance staff. Key responsibilities include running inductions, teaching technical insurance systems and processes, and ensuring compliance with Financial Conduct Authority (FCA) regulations and Consumer Duty.

Key Responsibilities

Key Tasks and Responsibilities

• Facilitate face-to-face, virtual, and blended learning sessions for new starters and existing teams.
• Train staff on FCA guidelines, Consumer Duty, Treating Customers Fairly, and handling vulnerable clients etc.
• Identify skills gaps by working closely with operational managers and quality teams.
• Build engaging training materials, digital modules, and standard operating procedures.
• Assess training effectiveness and track employee progress through feedback and metrics.

Skill Requirements

Essential Experience.

• Demonstrable experience of designing and delivering soft skills and process training
• Strong grasp of interactive facilitation techniques
• Experience of designing, delivering training and development strategy across multi-site business
• Experience within the life and pensions industry

Desirable Experience

• Working knowledge of LMS host applications.
• Familiarity with FCA frameworks and compliance standards.
• Understanding of UK insurance markets, broking operations, or financial services.
• Excellent interpersonal and stakeholder management skills.

Other Requirements

Essential Core Competencies

• Change & Innovation
• Working in a regulatory environment
• Supporting and embedding Employee first values
• Delivering Excellence