Customer Operations - Training & Performance Specialist

Customer Operations – Training & Performance Specialist

Closing Date: 19 May 2026

About Us

At Mercedes-Benz Financial Services, our employees are at the heart of our business. Our colleagues provide a range of financial solutions designed around the changing needs of our diverse customers. It doesn’t matter the colour of your skin, the beliefs you value, the people you love or the tattoos you wear, we support you for being you. Through the doors of Mercedes-Benz Financial Services, you will find a passionate team working to support our customers and our colleagues. We ensure that everyone has an equal opportunity to learn and develop. We want to celebrate your individuality, embrace your personality and welcome you into our culture. It’s the differences of our colleagues that enable us to thrive. We believe our backgrounds, skills and cultures contribute to our shared culture and help us deliver outstanding Customer Experience. Inclusion is the driving force behind our ethos. At MBFS, we are committed to being a Menopause Friendly Employer. We offer wellbeing support options and resources to assist if you are directly affected by the Menopause, or are supporting someone who is going through the Menopause.

How You’ll Play Your Part

In this role, you will design, deliver, and continuously improve training for customer operations teams, ensuring colleagues are competent, compliant, and confident in their roles. You will act as a Subject Matter Expert (SME) across more than 250 departmental processes, supporting teams in adapting to regulatory changes, process updates, system enhancements, and new procedures. Your expertise will help the business maintain operational resilience while delivering exceptional customer outcomes.

Objectives of the Role

• Design, develop and deliver training programmes for Customer Operations teams to ensure compliance, consistency and operational excellence (across a wide range of audience sizes both in person and virtually).
• Embed FCA regulatory requirements and best practice principles into all learning activity, including Consumer Duty, Vulnerable Customers, Complaints Handling & Management, Data Protection Principles and General Data Protection Regulations.
• Ensure colleagues are up to date with regulatory changes, process enhancements, and system changes.
• Evaluate training effectiveness, monitor learning outcomes, and continuously improve training solutions and individual performance.
• Conduct quality assurance analysis to identify knowledge gaps and team competencies and propose roll out plans for improvements.

Main Accountabilities

• Conduct training needs analysis and skills gap assessments across Customer Operations teams.
• Develop and maintain training materials, presentations, virtual learning, process guides and assessments aligned to operational needs and regulatory requirements.
• Deliver new starter onboarding and ongoing training for colleagues to ensure knowledge alignment and adaptability across workflows and operational functions.
• Update and deliver training to reflect regulatory changes, process improvements and system enhancements.
• Provide refresher training and coaching based on performance data, quality assurance and compliance feedback.

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