JOB SPECIFICATION

ROLE FOCUS:

The Learning & Development (L&D) Business Partner is a strategic advisor who works closely with operational leaders, client account teams, and HR to develop the skills, capabilities, and performance needed to deliver exceptional outsourced financial services. This role ensures that learning programs support regulatory requirements, operational efficiency, client expectations, and continuous workforce upskilling.

Key Responsibilities:

1. Strategic Partnership & Consulting

• Act as the primary L&D advisor to business units delivering outsourced financial services
• Partner with operations leaders to understand performance drivers, client KPIs, and upcoming contract or regulatory changes.
• Translate business and client requirements into practical learning and development strategies.

2. Regulatory & Compliance Learning

• Ensure compliance training meets all relevant financial services regulations (e.g., AML, KYC, data protection, industry certifications).
• Collaborate with compliance teams to continuously update and deploy mandatory training.
• Track and report compliance completion rates to internal stakeholders and clients as required.

3. Capability & Skills Development

• Conduct skills gap analyses across roles such as service agents, team leaders, quality analysts, and back-office processing teams.
• Design and support capability programs that improve accuracy, productivity, customer experience, and adherence to client SLAs.
• Partner with Quality & Operations teams to align training interventions with performance insights.

4. Program Design & Delivery

• Create or oversee the development of learning content including onboarding, process training, upskilling, leadership development, and client-specific training.
• Facilitate workshops and learning sessions for leaders, supervisors, and frontline teams.
• Ensure learning solutions are scalable across multiple accounts, sites, or geographies.

5. Client Partnership & Support

• Participate in client discussions to present learning plans, outcomes, and progress when required.
• Support new client transitions by delivering onboarding plans, training frameworks, and readiness assessments.
• Provide L&D insights that contribute to contract renewals and client satisfaction.

6. Evaluation & Performance Impact

• Define success measures (e.g., quality metrics, error reduction, first-contact resolution, productivity improvements).
• Use data from QA teams, operations dashboards, and learner analytics to evaluate impact.
• Recommend continuous improvements to learning content, delivery methods, and operational capability.

7. Project & Stakeholder Management

• Manage multiple simultaneous projects across different clients or service lines.
• Build strong relationships with Operations, Talent Acquisition, HRBP, Compliance, Quality, and Workforce Management teams.
• Manage external vendors, training partners, or digital learning platforms as needed.

PERSON SPECIFICATION

Skills & Experience:

*         Bachelor's degree in HR, Learning & Development, Business, Organizational Development or related field.

*         1-2 years in L&D, Organizational Development, or HR within financial services, BPO/outsourcing, or highly regulated industries.

*         Proven experience supporting large operational teams and delivering training for complex, process-driven environments.

*         Strong understanding of financial services processes and regulatory requirements (e.g., AML, KYC, GDPR, data security).

*         Expertise in designing and facilitating training for operations, customer service, and technical/financial processes.

*         Ability to interpret performance data and align solutions to operational KPIs.

*         Strong stakeholder management and consulting skills.

*         Excellent project management and communication abilities.

*         Familiarity with LMS systems, digital learning tools, and blended learning methodologies.