Customer Experience Trainer & Coach

Waystone leads the way in specialist services for the asset management industry. Partnering with institutional investors, investment funds and asset managers, Waystone builds, supports and protects investment structures and strategies worldwide.

With over 20 years’ experience and a comprehensive range of specialist services to its name, Waystone is now serving assets under management in excess of $2Tn. Waystone provides its clients with the guidance and tools to allow them to focus on managing their investment goals with confidence.

Reporting to the Customer Services Assistant Manager, the Trainer & Coach is responsible for training design, delivery, and providing excellent coaching solutions within the Customer Experience environment. On occasions, there may be a requirement to work across both Operational and Customer Service areas of Transfer Agency and the role holder is accountable for maintaining and managing effective coaching outcomes, producing appropriate training MI and keeping up to date records. They will work alongside the Leadership Team to ensure effective and appropriate skills are developed and maintained and will make recommendations for change as appropriate.

Role model behaviours and effective coaching and monitoring of others is essential.  The role is an active role and a vital part of the wider leadership team which requires the role holder to work collaboratively to achieve appropriate and effective training and coaching solutions.

This role offers a diverse range of activities and requires the individual to be an effective trainer and coach, as well as understanding the technicalities of products across Transfer Agency.

Both advanced product and soft skills knowledge and capability is vital to the success of the role.

Each employee has a responsibility to adhere to Waystone’s policies, procedures and service level agreements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

REQUIREMENTS

Strategic Focus

·       Develop others through effective training and coaching sessions ensuring clarity of information.

·       Develop the competence and skills of individuals and teams to ensure company efficiency and effectiveness is optimised

·       Understand how to evaluate training needs analysis and formulate action plans to develop the knowledge and skills of colleagues

·       Design and deliver specific training solutions, e.g. training courses, one-to-one coaching, briefings, focus groups buzz sessions in order to meet customer requirements and deliver the agreed outcomes

·       Ensure colleagues are trained on any new processes or systems and understand how to apply the relevant technical and regulatory knowledge within the context of their role

·       Provide development feedback to individuals and support their action planning

·       Monitor and evaluate the effectiveness of training and recommend change as appropriate

·       Keep up to date with changes in Regulation, industry and operational practices

·       Manage own workload within agreed timescales and deadlines

·       Support the Leadership team by proactively identifying and recommending training and interventions

·       Ensure a key focus is complaint root cause analysis and preventative actions

·       Support business wide learning as requested

Governance & Risk

·       Take an active, leading role in the management, oversight, training, and coaching around breach recognition, prevention and reporting

·       Support the Assistant Managers in ensuring all team members, and self, are up to date on the required skill set and mandatory learning to maintain standards, manage service requirements and reduce risk through the maintenance of accurate training and development records 

·       Engage in Compliance and Oversight initiatives as appropriate

Experience and Personal Attributes

• Previous experience of working within a regulated environment


• Proven customer centric mindset, with natural desire to problem solve


• Demonstrate consistent role model behaviours and advocate a professional culture in others

·       Strong interpersonal skills with the ability to build relationships and effectively communicate at all levels and with external stakeholders

• Excellent planning and organisational skills with the ability to adapt to changing priorities 

·       Ability to remain calm under pressure and work in a fast-paced environment

·       Strong influencing skills

·       Support Leadership Teams when required

• Experience of coaching, feedback and mentoring with an ability to support others with own knowledge and skills

·       Provide coaching and feedback to broader Operational Teams as required

• IOC qualified or a clear plan of working towards (3 modules)