Learning and Development Manager

Job content

We are recruiting for a Learning Manager to manage and lead a team of trainers at our Call Centre in Coventry.

Roles and Responsibilities

• Support the senior leadership team by providing development to the Coaches and managers to support delivery of the business objectives.
• Provide development programs and initiatives designed to progress the skill and knowledge of individuals within the learning team
• Learning Team Development: Recruit, manage, appraise and develop a team of trainers to enable them to progress effectively. The ability to grow the learning team in ability and reputation.
• Provide leadership development to team coaches, operations managers and senior support managers. Versed in advanced management development techniques and programs.
• Active member of the regional learning function, support and lead regional initiative and training programmes rollouts across our UK&I sites
• Support the site Succession Planning framework and facilitation of learning.
• Provide creative learning solutions in line with business needs using virtual and e-learning solutions
• Supervise the day-to-day activities of the trainers ensuring that they are highly motivated, can demonstrate skills in their positions and provide excellent training with long-term positive results.
• Design learning strategies to fill needs as identified through analysis, and in partnership with the Site Leadership Team.
• Be part of the site senior leadership team and show flexibility to support the associated duties.
• Develop evaluation and validation instruments to collect and interpret data, assessing organization needs and training program effectiveness.
• Identify skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.
• Establish client contacts to gain knowledge and provide support in the development of training material when needed and appropriate.
• Serve as an effective business partner to the Global Learning Team, supporting the development, implementation and delivery of global Learning solutions.
• Actively pursue self-improvement opportunities.
• Develop rolling 12 month plans that fits in with site strategy and employee satisfaction surveys.
• Significant focus on 90 day staff attrition/retention. Work very closely with the operations team having regular checkpoints in the training, development and handover processes.
• Delivery of training programs to leaders and managers
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Skills:

Well developed consultancy skills.

Delivering and facilitating learning and development interventions.

Managerial experience in coaching, mentoring and developing others in a complex, fast paced environment

Proven ability to use IT competencies and skill to analyse clients needs and agree client specifications of

learning content/materials.

The ability to design and evaluate learning material – create a facilitators guide and participants material to support technical programmes.

Strong understanding of computer basics (Windows, Excel, Word, Email and Internet)

Proven client relationship skills.

Results driven to achieve key objectives at a corporate and site level.

A strong problem solver with the emotional and intellectual resilience to make key decisions.

Knowledge/Abilities:

Strong background in Customer service industry (pref. Call centre but not essential).

Strong Project Management experience.

Experience Target:

3-5 years proven success as an internal/external training and development practitioner

Experience in benchmarking HRD best practice

Experience managing and coordinating virtual training solutions

Special Certifications:

Essential: IT /TAP qualifications

Desirable: Fully/Part qualified CIPD

Salary:

£30,000 - £40,000 pa