Operational Trainer

The Operational Trainer is accountable for the delivery of learning that equips colleagues to perform with confidence and competence — from their first day in the business through to continuous development across their tenure. The role spans foundation onboarding and ongoing skills development across all operational units, including Customer Service & Bingo Chat Host, Fraud & Payments, Player Protection, High Value & Rewards, and Digital Operations.

The Operational Trainer is a critical contributor to the Enablement Loop: translating quality, performance and operational insight into targeted learning, and feeding the measured outcomes of that learning back into the cycle of continuous improvement. Delivery sits at the heart of the role, supported by collaborative design, robust measurement and a strong commitment to personal development.

Main Accountabilities & Responsibilities:

Delivery of Learning

• Be accountable not only for learning delivered but for learning landed — equipping colleagues to reach the agreed standard of competence within target time-to-competence
• Deliver foundation onboarding and ongoing learning across all operational units, ensuring colleagues are equipped with the knowledge, skills and resources to succeed from day one and throughout their tenure.
• Stay current with, and confidently apply, a broad range of delivery methods and modalities (classroom, virtual, blended, on-the-floor, microlearning and eLearning), selecting the right approach for the audience, content and business context.
• Maintain a strong working proficiency in learning styles and coaching styles, adapting delivery and developmental support to how individuals and groups learn best.
• Deliver systems and technical training, including refresher sessions and learning tied to product, process, technology or regulatory change.
• Partner with team managers to provide continuous coaching, mentoring and developmental support, including helping tenured colleagues overcome performance challenges.
• Ensure new colleagues have the access, resources and equipment needed to learn and perform, and own their initial weeks’ onboarding integration and performance reviews.

Design of Learning

• Co-own the design and development of training content and modules, working in close partnership with the Operations teams, Subject Matter Experts, and L&D team
• Bring creativity and originality to design — building engaging, fit-for-purpose learning experiences that drive performance and development, rather than relying on standard or templated approaches.
• Collaborate with L&D on the conception and management of eLearning content, enabling fast-time learning with minimal abstraction from the operation.

Measurement & Continuous Improvement

• Maintain a working proficiency in training measurement — applying the function’s measurement framework to track and evaluate the effectiveness of learning, and using the findings to refine, adapt and improve it.
• Work with the Operational Training Manager to crunch training needs analysis and recommending or delivering targeted development.
• Work with team managers to review team- and unit-level customer data and performance KPIs, recommending and delivering learning solutions that improve service and effectiveness.

Closing the Enablement Loop

• Act as a critical link in closing the enablement / improvement loop — receiving quality, data and operational insight, converting it into timely learning interventions, and feeding measured outcomes back into the cycle of continuous improvement.
• Participate in calibration councils and trend reviews for own operational units, translating Quality Assurance findings into targeted training responses within the agreed service levels.
• Build strong working relationships with operational stakeholders — team managers, Subject Matter Experts and colleagues on the floor — to keep learning aligned to live processes and business requirements, and to serve as a role model for service excellence and collaboration.

What’s needed for success – Experience & Qualifications:

Personal Attributes:

• Excellent interpersonal skills with the ability to work with multiple stakeholders
• High energy, motivational and collaborative
• Creative, innovative and flexible in approach
• Problem solving skills with a high level of attention to detail
• Strong time management and organizational skills.
• A strong communicator, both in writing and spoken communications
• Articulate and confident standing up and delivering to large audiences

Qualifications:

• Possess at least a bachelor’s degree or equivalent.
• 2 years training experience preferably in an online service delivery environment
• Knowledge of e-learning environment deployment
• Exposure to partnering with third parties and offshore stakeholders.
• Work experience in gaming environment will be a definite advantage.