HSBC
Colleague Enablement Coordinator
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Job Description
Role Scope and Outcomes:
- Update onboarding and refresher training for business, process, product, policy, control and system changes.
- Work with subject-matter experts and stakeholders to validate and approve content.
- Communicate changes and provide train-the-trainer support to delivery teams.
- Create practical content using call recordings, scenarios, AI-generated videos and facilitator resources.
- Use assessments, surveys and quality feedback to identify improvements.
- Maintain learning documents, approvals, bookings, attendance records and schedules.
- Provide operational support to change programmes with a significant impact on colleagues, ensuring they receive the appropriate level of support.
Essential Role Requirements:
- A keen eye for detail, with the ability to work efficiently and accurately.
- A proactive, can-do attitude, with a strong desire to learn new skills, take on new challenges and work closely with colleagues to drive positive outcomes.
- The ability to work collaboratively within a team and build positive relationships to achieve shared goals.
- Proven ability to develop stakeholder relationships.
- A creative approach with the ability to develop engaging and innovative solutions that bring content to life
- Proficient in MS PowerPoint, Excel and AI tools.
- Experience of working in a contact centre.
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Desirable Role Requirements:
- Internal communications experience.
- Training and/or coaching experience.
Role purpose
The Colleague Enablement Coordinator is a key role within the Strategy & Implementation Team, responsible for coordinating the development, maintenance and delivery of clear, accurate and engaging learning and colleague enablement solutions for WPB UK. The role supports frontline colleagues across customer contact channels by translating business, product, process, policy, control and system changes into practical onboarding, refresher and change-learning materials. Working with subject-matter experts, operational teams, change partners, risk, compliance, quality and learning delivery teams, the role coordinates content validation, approvals, communications and train-the-trainer support to enable effective and timely implementation. Reporting to the Colleague Enablement Manager, the Coordinator will manage multiple priorities and provide structured support to change programmes with significant colleague impact. This includes maintaining learning records, schedules and version control; using assessments, surveys and quality feedback to identify improvements; and monitoring delivery against agreed timescales and success measures, including learner readiness, completion, quality and adoption. The role will ensure that learning content is accessible, current and appropriately governed, and that the use of customer or colleague information, call recordings and AI-generated content complies with applicable data privacy, information security, copyright, conduct and approval requirements, with risks and dependencies escalated promptly. Through strong organisation, inclusive teamwork, sound judgement and attention to detail, the Colleague Enablement Coordinator will help colleagues confidently adopt change and deliver consistently high-quality customer outcomes across voice, text, digital and in-person channels, supporting WPB’s mission of opening up a world of opportunity in an engaging, efficient and sustainable way.
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