Job Purpose:
The purpose of this position is to manage and deliver training to ensure the preparedness of the business unit to deliver against contractual obligations, improve the efficiency and effectiveness of the training through innovation and best practice and to work closely with the operational team.
Key Performance Area:
Training Provision and Compliance
Ensures provision and achievement of all product, process, system and compliance training requirements within the business unit
Develops and delivers the operational training material necessary to meet client requirements
Delivers training where required as part of the Business Unit Training team
Collaborates with People Development and provides input on the role out of development programs across the Business Unit
Training Management
Manages overall training processes and assumes accountability for the Business Unit training management
Establishes and implements programs for training improvement, and adopts the People Development success measurement criteria as best practice
Works with Head of Operations Training to identify both external and internal best practice training mechanisms, approaches and modules
Works with the Head of Operations Training to identify the need for, and develop or source, any accredited training modules that are client and operation specific
Collaborates with People Development to ensure all Business Unit development requirements are met
Reporting and Standards
Reports on the benefit and value (ROI) of training delivered within the Business Unit
Delivers reports to meet the Business Unit requirements and standard reporting requirements within the business
Identifies, establishes and conducts reporting and analysis on Business Unit interventions, using methodology in line with People Development, and Business best practice and contractual client requirements
Development Needs Analysis
Conducts effective training needs analyses for the Business unit
Proposes and delivers solutions to fill any identified gaps in competence in conjunction with Head of Operations Training and supporting resources
Collaborates with People Development and Quality team to ensure that competence gaps are filled
People Management
Ensures the development of key capability to deliver departmental objectives
Recruits and manages direct reports to ensure the Business brand remains the employer of choice
Provides guidance and support to direct reports to ensure a culture of transparency and collaboration
Identifies strengths and areas for development in direct resources to ensure appropriate allocation of tasks
Establishes, manages and measures achievable, specific and realistic goals for direct reports
Ensures direct reports receive opportunities for development
Ensures that all Human Resources policies and procedures are observed
Competencies:
Minimum 3 years training management experience
Experience in the call centre environment
