Operational Training Manager

Rank Interactive, the digital arm of The Rank Group, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily.

 

Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software.

 

With offices in the UK, Gibraltar, Mauritius and South Africa while being part of a Rank Group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels.

 

Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives.

 

Job Purpose:

 

The Operational Training Manager is responsible for the capability of the front line across five operational units. The role co-designs the operational training strategy with the Head of Operational Enablement and holds full ownership of the training framework - the standards, methodology, and evaluation system through which all training in the function is designed, delivered, and assessed.

This is a senior operational role, distinct from a corporate Learning and Development position. Its measure of success is operational performance: agent competence, quality of customer interactions, regulatory assurance, and contribution to the commercial and risk objectives of the business. The role is judged on whether the front line performs more effectively & efficiently as a result of the training function, not on the volume, quality, or experience of training delivered in isolation.

The role works alongside the Quality Assurance Manager, the Workforce Management Lead, and the Operations Insights Partner. The four functions operate as a closed loop: operational insight is identified, capability and process interventions are designed and executed, and measurable outcomes are reported. The Operational Training Manager is the principal owner of the capability dimension of this loop.

Main Accountabilities & Responsibilities:

 

Operational training strategy: Co-design and co-own the operational training strategy, in partnership with the Head of Operational Enablement and aligned to the wider Enablement strategy. The role-holder is expected to bring evidence from the floor, from Quality Assurance, from Data and Insight, and from the regulatory horizon to shape the direction of the strategy. 

 

Training needs analysis:  Establish and maintain a structured training needs analysis cycle, conducted no less frequently than quarterly, against a defined methodology. Analyses will be conducted with lenses on the correlation with operational metrics.

 

Training framework: Own the end‑to‑end training framework, including design standards, modality decision logic, and instructional design discipline across the function. Apply rigour proportionately: full certification‑grade design for regulatory, complex, or safety‑critical content, and fast, pragmatic solutions where operational pace demands it. Publish and maintain a clear, practical design playbook that is actively used by the team and refreshed in line with operational reality

 

Measurement of training effectiveness: Hold full ownership of the training effectiveness measurement framework. The role-holder will define what is measured and how, the cadence of measurement, the reporting standard, and the calibration of training measurement with Quality Assurance and Data and Insight. The role-holder will define what "competent" means for each role within scope — observable, assessable, and agreed with operational leadership. 

 

Operational training delivery:  Own the end-to-end training calendar across all five operational units, in alignment with Workforce Management capacity. The role-holder will design and deliver new joiner onboarding programmes that achieve agreed time-to-competence targets, and will lead continuous development training in response to Quality Assurance trends, product launches, regulatory changes, and process redesign. A library of micro-learning content, job aids, and floor-walk materials will be maintained and refreshed in line with operational reality, not on a fixed annual cycle.

 

Enablement Loop partnership: Operate in close, structured partnership with QA, Data and Insights and WFM. The role-holder will attend weekly calibration councils and monthly trend reviews.  Quality Assurance findings will be translated into targeted training responses within a published service level agreement. A closed-loop case study log will be maintained as a permanent record of the function's performance.

 

Capability planning with Workforce Management: Forecast training demand jointly with Workforce Management, accounting for attrition, hiring plans, product roadmaps, and the regulatory horizon. Training delivery will be planned and costed as a recognised line within the operating plan, rather than treated as ad hoc disruption to service level. The role-holder will flex the modality and cadence of delivery in response to operational capacity, balancing scheduled training time, in-the-flow training, and digital self-service appropriately.

 

Team leadership: Lead the team of operational trainers deployed across the operational units. The team will be developed against the function's competency framework with formal assessment against named competency gates. A 70-20-10 development model will be applied substantively: stretch assignment, paired colleague, and structured learning. The role-holder will create the conditions for psychological safety within the team, such that members feel able to surface failures and limitations - including in their own programmes.

 

Stakeholder engagement: Establish and maintain credible working relationships with the Operations Heads of all five units. The role-holder will engage operational leadership in their language and will sustain adult-to-adult relationships under pressure, including in the delivery of unwelcome findings.

 

What’s needed for success – Experience & Qualifications:

 

Essential

• A minimum of five years' experience in a regulated contact centre environment. Sectors including gambling, financial services, telecommunications are considered relevant.
• Proven track record of driving innovation in training delivery, enhancing learning effectiveness and translating capability development into measurable performance improvement
• A minimum of three years leading or running training in an operational, rather than corporate, setting.
• Demonstrable evidence of training interventions that have produced a measurable change in an operational performance
• Direct experience of authoring or co-authoring training strategy at a function or unit level, distinct from the execution of programmes.
• Experience of running structured training needs analysis on a defined and recurring cycle, against multiple analytical lenses.
• Direct line management experience, including responsibility for performance, development, and difficult conversations.
• A working knowledge of Quality Assurance frameworks, calibration practice, and Workforce Management cadence.
• Demonstrated comfort with regulated training environments and the maintenance of audit-grade records.

Desirable

• Chartered Institute of Personnel and Development (CIPD) qualification or an equivalent professional qualification in training, learning and development, or a comparable discipline. The qualification is considered a strong indicator only when paired with substantive operational credibility.
• Experience of operating against the Kirkpatrick evaluation framework, or a comparable system, as the standard practice of the function rather than as an occasional exercise.

Skills

• Familiarity with adult learning principles and coaching frameworks sufficient to partner effectively with QA.
• Sharp analytical judgement, able to distinguish signal from noise and root cause from symptom.
• Confident facilitator, particularly in training settings where adapting to learning audience is required
• Capable people leader who builds capability deliberately and holds clear standards.
• Confident with BI and visualisation tooling sufficient to specify reporting requirements and interrogate outputs.
• Direct, evidence-led communication, while remaining a credible partner.
• Strong written reporting craft; able to produce decision-grade outputs.
• Working knowledge of speech and text analytics platforms, as well as AI technologies.

 

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself

 

You’ll get a competitive salary combined with some great benefits.

 

Wellbeing@Rank is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

 

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you WORK, WIN and GROW with us.

 

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

 

From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. 

 

*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.

 

We are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview, please let us know.

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