Training Operations Lead - 12 month fixed term contract (maternity cover)

Job content

Role Purpose:

Lead the daily operations for Professional Services, Training.

Provide effective coordination and leadership for the delivery of Training Operations revenue; ensuring that service and efficiency targets are achieved and maintained, supporting the achievement of The Myers-Briggs Company revenue targets.
This role sits within the PS Operations team. This team contributes to the overall success of the business by ensuring the operational aspects of The Myers-Briggs Company Training workshops run smoothly.

Key responsibilities:

Training operations service:

- Ensure the provision of an effective, efficient and customer focused workshop administration service

- Look for ways to enhance the service provided to customers and bring a solution orientated approach to challenging processes working with other teams throughout the business

- Ensure client data is managed and stored in line with GDPR guidelines and company policy

- Provide day-to-day management of virtual workshops and ensure close monitoring of fill rates vs. places booked to track accurate workshop margins

- Provide day-to-day management of venues and ensure close monitoring of fill rates vs. venue places booked to track accurate workshop margins – when return to in-person training

- Day-to-day management of the public training schedule, working in collaboration with Sales and Marketing to support with bookings, monitoring fill rates and raising concerns to the PS Operations Manager when workshops are not looking profitable

- Provides office support and guidance to The Myers-Briggs Company associate pool to ensure they are equipped to deliver events on behalf of the company

- Coordinate workshops as necessary based on workload volumes.

- Oversee and assist when necessary, the coordination of our virtual certification courses via Zoom, providing seamless support for the trainer and participants

- Support the wider business and provide a consistently excellent standard of service to external customers

Team Lead:

- Provide support to the Training Operations team, on all duties, coaching on correct procedures and developing their skills in their roles

- Ensure that appropriate KPIs are set, regular 121s and performance reviews are conducted, and that Personal Development Plans/discussions are in place for Operations Coordinator - Training

- Ensure that difficult queries or issues are escalated as appropriate. Act as a role model for excellent customer service

- With the support of the PS Operations Manager, review and manage resource levels within the team to ensure costs are appropriate and consistently high levels of customer service are achieved

- Work to continually review and enhance customer service processes. Work with the team to implement any changes to operational processes

- Work with the PS Operations Manager on departmental operational processes, ensuring accuracy and adherence to clear operational guidelines

- With the support of the PS Operations Manager, monitor and review the quality of customer interactions via evaluation form data, and ensure that consistently high levels of customer service and delivery are achieved

- Work with the Consultancy Operations Lead and the PS Operations Manager to ensure consistency across all areas of PS Operations

Financial and Operational Lead

- Work with the PS Operations Manager to ensure all costs within remit are actively and closely managed to budget. Investigate variances and with support, work to correct

- With the PS Operations Manager ensure that workshop contracts are managed through the correct process and ensure that all contracts are accurate before being sent to a client

- Ensure that all in-house workshops are contracted before work commences and escalate concerns to the PS Operations Manager

- Ensure that external costs are tracked accurately

- Collaborate with PS Operations Manager and Head of Sales to decide on appropriate discount levels for public training course places – margin dependent

- Authorise discounts for the rest of the team on public bookings and transfer fees via Epicor

- Support the web team with management of Epicor and any trouble shooting issues that may arise (part number set up, free credit issues, admins etc)

- Ensure accurate and prompt invoicing for in-house services. Ensure that all in-house workshops are either paid for in advance, or have a valid PO in place before work commences

- Provide accurate weekly performance and forecast report data, continually seek to improve reporting processes, and identify areas for improvement

- Support the PS Operations Manager to provide data needed to set annual budgets and conduct forecasting activities

- Work with the PS Operations Manager to improve the forecasting, reporting, and planning tools

- Monitor the progression of opportunities within Salesforce and allocate in-house coordinators at the point of contracting

- Provide timely management information as required by the PS Operations Manager that enables effective management of the business

Job Types: Full-time, Permanent

Benefits:

• Company pension
• Life insurance
• On-site parking
• Private dental insurance
• Private medical insurance

Schedule:

• Monday to Friday

Work remotely:

• Temporarily due to COVID-19