Overview

Lead the Training and Quality Team to provide quality monitoring and reporting for the operational areas, alongside the creation and delivery of training programs focusing on induction, process and systems training, ongoing skills development and entry level leadership development within the Operations function.

The role holder will bring expertise to the department on training and quality monitoring best practice to create effective and engaging programs, some of which will be delivered to remote working employees, which maximize individual role effectiveness and drive strong engagement. They will also be seasoned in change management, coaching and facilitation.

Responsibilities

Lead and build a strong Training and Quality team, setting high expectations to provide an effective and efficient service to the Operations department, enabling and supporting the achievement of overall business goals.

Act as a role model and brand ambassador for the Company, setting a high standard of behavior and professionalism.

Coach and develop Training and Quality team members to build their skills and effectively manage their performance. Deliver effective goal setting, communication plans, 1:1s, team meetings and regular team catch-ups.

Take ownership of the Quality Monitoring Framework for the department, ensuring it supports the business goals of delivering a good customer experience and driving compliance with processes, as well as engaging staff in their own development.

Ensure quality monitoring is undertaken consistently across the department. Provide structured reporting and insight, so that the process provides individual scoring for objectives, as well as driving ongoing improvement in individual skills, processes and systems as needed.

Work with relevant business areas to plan, resource and schedule a rolling program of training and development activity in line with the business needs and insight from the quality monitoring process. Manage people and budgetary resources to deliver, and adjust in response to changing business and stakeholder requirements as needed.

Oversee the quality, design, delivery, governance and evaluation of all training and development activity. Ensure that materials are current and in line with business process and regulatory requirements, and develop new modules as required.

Build strong relationships with key stakeholders throughout Operations and the wider business.

Support a coaching culture throughout the department and facilitate workshops, learning events, forums and meetings as required.

Effectively lead and/or contribute to projects related to business change, such as the roll out of new systems and processes, entry level leadership development and change management.

Maintain awareness of external best practice in training and quality, for both local and remote workers, sharing insight internally to inform the development of the department.

Flexibly deliver other duties and projects as required to ensure successful delivery of training and quality monitoring, or to meet the broader needs of the business.

Qualifications

Education

Bachelor's degree

Qualifications in training delivery or coaching preferred

Experience/Knowledge

8 years training delivery and design experience, ideally in a fast paced operational environment

4 years people leadership experience

Experience of designing or operating within operational quality monitoring frameworks

Experience of designing and delivering training in systems and process change, as well as entry-level leadership development.

Experience of delivering training to remote workers

Strong coaching, feedback and learning facilitation experience

Planning, scheduling and training evaluation experience

Budget management

Life or health experience, preferred

Skills and Attributes

Excellent written and verbal communication

Strong leadership and management skills

Professional and engaging style

Ability to multi-task and keep calm under pressure

Strong project management skills

Process improvement aptitude and skills

Strong organizational skills

Delivery focused and tenacious

Forward thinking and creative

Collaborative approach, with strong stakeholder management and relationship building skills

Flexibility to travel to 3rd party operational delivery vendors as required.