Senior Operations Training Associate - Fraud & Financial Crime

Training Needs Analysis & Project Management

• Collaborate with senior stakeholders to conduct learning needs assessments, 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 Fraud & Financial Crime training across multiple delivery channels (classroom, virtual, e-learning, and blended).

• Translate complex policy and regulatory requirements (AML, EDD, sanctions, fraud typologies, SAR processes) into practical, scenario-based learning.

• 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 within departments and the wider Training Team).

• Deliver high-impact, specialised training sessions for Fraud, Financial Crime, and other Operations colleagues 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 Fraud & Financial Crime standards and 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, investigation quality, repeat error reduction, time-to-competence).

• Apply the Kirkpatrick evaluation methodology to demonstrate business and control impact.

• Continuously refine training content in response to regulatory changes, system updates, or emerging trends and insights.

• Ensure training records and standards are maintained for audit purposes.

• Assist the Operations Training Manager with any additional ad hoc training requests.

• Comfortable operating in a fast-paced, highly regulated environment with frequent regulatory and process change.
• Able to translate complex Fraud & Financial Crime policy into clear, operationally relevant guidance.
• Confident engaging with senior stakeholders.
• Data-driven and pragmatic in identifying and solving capability gaps.
• Highly organised, detail-oriented and disciplined in documentation and governance.
• Passionate about building capability and strengthening risk culture.
• May require occasional travel to and from our London Office and Offshore partners.
• Strong experience within Fraud and/or Financial Crime operations, with well-developed investigative skills.
• Good working knowledge of AML frameworks, sanctions requirements, fraud typologies and operational Fraud & Financial Crime controls.
• Experience working in a regulated environment and partnering effectively with Compliance and Risk functions.
• 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.
• 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.
• ICA, ACAMS or equivalent Financial Crime certification is beneficial but not required.