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The Opportunity:

We are looking for ambitious and motivated individuals who are keen to embrace growth and tackle the impending challenges in this fast evolving industry. You should be passionate about approaching things differently, while operating like a fintech within a bank. We are not looking for superpowers - we are looking for knowledge, enthusiasm and the right attitude to deliver our global initiative in a lean way.

We are building a new strategic digital business backed by a Global Bank, with the ambition to become the next-generation global fintech solution, supporting the needs of internationally minded customers around the world. With a global footprint, they serve more than 50 million customers worldwide with a complete range of banking and wealth management services, enabling customers to manage their finances and protect and build their financial futures.

Purpose:

As part of our global expansion, we are looking for an experienced person to join our team as the venture’s Knowledge Management Analyst focusing on the training lifecycle of our agents. Collaborating closely with our Learning and Development Team Lead, and reporting to the Venture’s Customer Experience manager, this role will be instrumental in helping us achieve our aims.

As a Knowledge Management Analyst, you will play a vital role in developing and implementing comprehensive training programs to enhance the skills, knowledge, and performance of the Venture’s Customer Service and Operations team. You will be responsible for identifying training needs, designing curriculum, and delivering effective training sessions to drive employee development and organisational growth. Through your expertise, you will shape a culture of continuous learning and contribute to the overall success of the Venture, focused on creating positive interactions, addressing customer needs and continuously improving processes to exceed expectations and delight our customers.

What you will need to do:

• Training strategy and Planning: Develop and execute a strategic training plan aligned with our goals and objectives. Conduct training needs assessments to identify skill gaps and training requirements across different departments and job roles throughout our Customer Service & Operations team in line with company goals and values.
• Curriculum Development: Design and develop training programs, modules, and materials using a variety of instructional techniques, including classroom training, e-learning, job aids, and multimedia resources. Ensure training content is engaging, relevant, and aligned with learning objectives. You will maintain accuracy and ensure the curriculum is up to date through version control and annual reviews.
• Training Delivery: Support the L&D Team Lead by facilitating training sessions, workshops, and seminars to deliver high-quality instruction. Use effective training methodologies and learning principles to engage participants, encourage active participation, and enhance knowledge retention.
• New Hire Onboarding: Support the L&D Team Lead to develop and deliver comprehensive onboarding programs for new employees to Marco Polo, ensuring a smooth transition into their roles and promoting a strong foundation of culture, knowledge and skills.
• Training Evaluation and Feedback: Implement evaluation methods, such as assessments, quizzes, and surveys, to measure the effectiveness of training programs. Gather feedback from participants and stakeholders to identify areas for improvement and make necessary adjustments to training content and delivery.
• Continuous Learning Culture: Foster a culture of continuous learning and professional development throughout our team. Promote self-paced learning opportunities, encourage employee participation in external training programs, and support the implementation of mentorship or coaching initiatives.

What you will need:

• Excellent presentation, facilitation, and communication skills.
• Proficiency in training delivery methods and techniques.
• Strong instructional design and curriculum development skills.
• Analytical mindset with the ability to evaluate training effectiveness and measure impact.
• Ability to collaborate effectively with stakeholders at all levels.
• Passion for continuous learning and professional development.
• Passion for delivering exceptional customer experiences.

Locations: Hybrid working. Office location can be London or Leeds.

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme, and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you