About the PRI

The PRI is the world’s leading proponent of responsible investment. It works to understand the investment implications of environmental, social and governance (ESG) factors and to support its international network of investor signatories in incorporating these factors into their investment and ownership decisions.

The PRI’s three distinct capabilities relate to the core elements of the PRI’s approach to achieving a sustainable financial system.

• Translate RI (Responsible Investment) thought leadership into insights and practical support that is tailored to what signatories need to progress their RI practice

• Convene our vast network to create opportunities for collaborative action

• Harness our global scale to influence policymakers and regulators to effect system change

About Investor Education

Investor Education, develops and delivers education products, to support signatory progression and build responsible investment capacity across the sector, by converting PRI thought leadership into practical and applied educational content. The function has a dual mandate to disseminate knowledge, build capacity and effect change; and to deliver a diversified revenue stream to support the wide-ranging work of PRI.

The primary business within investor education is the PRI Academy (a subsidiary of the PRI), an industry-leading online B2B training provider, delivering short, applied courses designed to upskill teams and professionals across the investment sector. Over the next three-years, there are ambitious plans to build out the PRI Education Function, to include a wide variety of products and delivery methods, including potential partnerships with educational institutions and training providers.

Working in Investor Education provides an opportunity to engage with a team of highly motivated, culturally diverse professionals in a highly successful and rapidly growing social enterprise.

Job Description

Working in a fast-changing environment this role is responsible for delivering high quality, efficient and effective operations and administration activities for the PRI Academy. The role is responsible for ensuring positive learner and client journey experiences through our operational systems, processes and activities.

The role will provide operational and continuous improvement support across the Academy and will suit someone who is practical, adaptable, and proactive, who is passionate about making an impact.

Ideally with a background in Operations and a strong knowledge of data management and automation tools, in particular MS Power BI and Excel, this person will play an important part in helping the PRI Academy to develop and further improve its systems, processes and operational activities to meet its ambitious revenue growth plans.

Reports to the Head of Operations

Core Responsibilities:

• Supervise end-to-end customer delivery processes and systems, from registration, enrolment progress checks to issuing certificates, ensuring a positive customer journey and experience for all customer types.

• Deliver continuous improvement initiatives/projects to systems, processes and operational activities to ensure they are efficient, effective and provide the excellent customer service to learners and clients.

• Support the client onboarding, invoicing and enrolment processes for B2C customers and B2B clients, as appropriate, ensuring accurate licence tracking and progress reporting systems are in place.

• Support customer success activities by supporting the implementation of processes, e.g. customer/client feedback and testimonials data collection and analysis.

• Support clients to set up remote LMS access to Academy courses via ScormProxy.

• Manage and monitor the performance of the LMS and associated systems and applications (e.g. Accredible, Stripe) including configuration, administration, middleware (Docebo Connect) and upgrades to ensure the Academy system set up is working optimally for all learners.

• Ensure LMS quality assurance processes are in place, including licence tracking and reporting, course and notification version control and the correct upload of bulk enrolments and course materials.

• Manage and monitor the Academy’s website and performance reporting to ensure content is up-to-date, quality assurance processes are in place and security protocols are followed.

• Promptly address and manage any technical issues, ensuring rapid identification and escalation, answering any internal and external queries in a timely manner.

• Work with Academy team members, wider PRI stakeholders and Third-Party suppliers to implement website and LMS improvements based on user feedback, data and performance analytics.

• Manage, maintain and continuously improve Academy data in Salesforce and Docebo, ensuring accurate data entry and particularly working with the Salesforce and Data and Analytics teams to maintain data integrity.

• Manage customer, client and Academy data and performance reporting dashboards to provide key information and metrics ensuring clients, Business Development, Senior leadership and wider PRI are supported with timely and accurate reports.

• Improving the capture and analysis of information and feedback from clients, to identify opportunities for Business Development (repeat business and cross-selling/upselling), Product development/improvements and Operations process improvements, ensuring the appropriate flow of information, including sales leads, user feedback, complaints and reports.

• Seek opportunities and make recommendations to streamline processes, including the automation of routine tasks, to improve the customer journey and efficiency of Operations, supporting the Head of Operations in the design, development and implementation of process and system improvements.

• Develop improved customer communication including how-to guides and FAQs.

• Provide training and support to Academy staff on the use of the website, LMS, and Salesforce systems.

• Partner with cross-functional PRI teams (e.g. Finance, IT) to ensure efficient Academy processes, procedures and data management, aligning processes to the wider organisation, as appropriate, to ensure adherence to policies and procedures.

Person Specification

We’re looking for someone who shares with us a positive, can-do attitude to work and a passion for being part of a successful team. What we do is important, and we are enthusiastic about exceeding our own, and our clients and customers’ expectations.

We’re looking for a person who takes initiative and has a combination of technical expertise, strong data management and reporting skills, as well as a focus on customer satisfaction, operational efficiency and cross-functional collaboration.

• Strong process management skills and experience, with experience in automated workflows working cross systems highly regarded.

• Proven IT skills and experience in working with third-party service providers/contractors.

• Ability to work with SaaS systems and CRMs (in particular Salesforce) and a good knowledge of SaaS operations.

• Experience of working with Middleware and the ability to create API calls will be highly regarded.

• Proven track record in implementing continuous improvement initiatives.

• Strong knowledge of data management tools, in particular MS Power BI and Excel.

• Strong risk management skills with the ability to solve problems in a structured and rigorous way with a view to continuous improvement.

• Experience of managing website CMS, WordPress knowledge and/or experience highly regarded.

• Effective communication style and collaborative approach to working with others.

• Ability to build trusted relationships quickly with a diverse range of internal and external stakeholders.

• Experience of applying knowledge to make sound business decisions and escalate, as appropriate, to other stakeholders and senior leadership.

• Ability to prioritise and manage a varying workloads to meet conflicting deadlines and quality standards.

• Ability to “think on your feet” to deal with issues and deliver solutions, whilst supporting colleagues to work under pressure and deliver results.

• Self-starter and ability to learn new processes, procedures and technology quickly.

We particularly welcome candidates from under-represented groups, including Black, Asian, and other People of Colour, those with visible or non-visible disabilities, LGBTQ+ candidates and those who are neurodivergent.

The PRI is committed to offering flexibility to our employees, both formal (e.g. part-time work) and informal (e.g. a shift in hours to accommodate caring responsibilities). Please talk to us about how we could make this role flexible for you.

N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.