Training and Development Manager

Job Description:

About Marshmallow

We exist to make migration easy.
A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way.
A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change.
If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.
Move our mission, and your career, forward.

The QA and Training team at Marshmallow

The QA & Training team enables performance and builds capability across all operational functions by setting quality standards, delivering training and continued development, and using insights to improve outcomes. We focus on developing people through performance-informed, scalable training and coaching-led quality assurance.
The Training & Development Manager is a senior people leader responsible for defining and embedding the end-to-end training strategy. They lead a team of trainers, partner with QA, Compliance and People, and ensure training directly improves performance, readiness, and compliance. Balancing day-to-day delivery with long-term capability building, this role ensures our training is measurable, scalable, and aligned with business growth and regulatory needs in an increasingly AI-enabled environment.

What you'll be doing
* Lead, develop and scale a high-performing training function, overseeing a team of 4 trainers.
* Design and deliver structured onboarding, soft skills, and capability uplift programmes aligned to business and regulatory needs.
* Own our Training & Competency Framework, ensuring learning is consistent, measurable, and performance-led.
* Collaborate cross-functionally with QA, Compliance, WFM and People teams to ensure training drives measurable outcomes and meets business and regulatory needs.
* Champion Train-the-Trainer development, ensuring Team Leads and SMEs can effectively deliver frontline training as part of Marshmallow's hybrid training model.
* Own strategic training delivery and drive continuous improvement through insights from QA, complaints, frontline feedback and performance data, identifying where training needs to evolve to meet emerging gaps.
Who you are
* A strategic, people-centred learning leader with a track record of scaling training in fast-moving, regulated customer service environments.
* A natural coach who develops others and builds high-trust stakeholder relationships.
* Skilled at balancing strategic priorities and delivering operational improvements.
* Deeply performance-driven, data-informed, and collaborative - you work across teams to make change happen and raise the bar.
* Passionate about customer outcomes, quality and creating safe, effective environments where people can learn and grow.
* Resilient, solution-oriented, and excited by the pace and ambiguity of scale-up environments.
What we're looking for from you
* Proven experience leading training in operations or contact centre environments, ideally in insurance or financial services.
* Demonstrated success influencing senior stakeholders and driving cross-functional alignment and change.
* Strong understanding of learning methodologies, T&C requirements, and hybrid training design.
* Experience translating business and regulatory needs into effective, scalable learning solutions.
* Confident people leader with a track record of managing and developing training teams.
* Confidence with data - you know how to use performance insights (QA, complaints, WFM data) to validate and evolve training.
* Experience working with learning tech (LMS/LXP), digital content tools and training performance frameworks.

Perks of the job

* Flexible working - Spend 1 days per week with your team in our new collaborative London office, and own your own working hours. The rest is up to you 🏠
* Competitive bonus scheme - designed to reward and recognise high performance 🌟
* Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that's subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes 💰
* Mental wellbeing support - Access therapy and mental health sessions through Oliva 💚
* Learning and development - Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓
* Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches 🏥
* Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)
* Tech scheme - Get the latest tech for less 🖥
Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

Our process
We break it up into 3 stages:
* 30 min TA screen with one of our Talent Partners
* A skill-based interview, including a presentation on a task, where you will discuss your previous experience with the Senior QA & Training Manager (1 hour)
* A culture interview to check that your work style fits our processes and values with a Senior Leader(1 hour)

Background checks
As part of our commitment to maintaining a safe and trustworthy environment, we'll carry out standard background checks, including a DBS and a Cifas check. These help ensure there are no ongoing criminal proceedings and support the prevention of fraud and other forms of serious misconduct. If anything of concern is identified, it may affect your eligibility for certain roles or services. Feel free to ask our Talent Acquisition team if you have any questions about this!

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.
We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.
We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here