Add

Training Manager

About the Role:
·Inspire and motivate the Training Team to achieve and exceed agreed targets across the Sales, Service, Claims and other Support areas.
·Work with Managers and with the Operational Support Unit to implement capacity planning and resource processes across the business to ensure training plans and outputs are delivered to schedule and that agreed financial, operational, people and performance measures are achieved.
·Manage business plans, resources and budgets to ensure profitability, efficiency and effectiveness of the Unit.
·Display effective communication skills to champion and maintain positive relationships with both internal and external customers.
·Nurture an environment that supports the management, motivation and development of the Unit through training, coaching and performance management in order to develop and maintain an effective operational performance model to deliver overall business plans
·Manage the unit in a style which demonstrates and reinforces the culture and values of LV through appropriate behaviours and actions.
·Focus on costs, process improvements and/or efficiency to contribute to the profitability of the business and enhancement of the customer experience.
·Manage, motivate and develop direct reports to maximise the achievement of individuals and objectives utilising the LV performance management framework.
·Maintain a good working knowledge of the Group’s key business development areas, including product and system changes, and to take personal responsibility for self-development, to maintain a strong personal knowledge and competency base.
·Analyse and evaluate the impact of training delivered, utilising various testing methods, quality checks and feedback, so that action can be taken to continuously improve training standards.
·Responsibility to comply on an on going basis with any legal, regulatory and industry body codes of practice.
·Develop and audit the line resources that support the training department in meeting the training needs of the organisation.
·Ensure that the content of training modules meets business needs, is fit for purpose, technically correct and compliant.
·Personal contribution to design and delivery of training material

What we’re looking for:

The suitable candidate will have the following experience:

·Leading and motivating staff
·Delivering training programmes and individual coaching techniques.
·Up to date and advanced knowledge of training and development theories and /or coaching techniques, with evidence of applications in practice.
·Experience of Contact Centre environments.
·Product knowledge – Proven ability to meet customer needs in at least two skill blocks including regulated areas.
·Experience of working in a training department within a call centre & financial services environment, including proven experience in the design & delivery of a range of training topics/activities.
·Proven experience and skills in analysis and evaluation of learning solutions.
·Proven track record of building effective working relationships with the ability to lead, motivate, develop and inspire others to achieve their full potential; acting as a point of reference for technical/training excellence and by coaching line resources who assist with training.
·If you have experience within the insurance/ financial services market that would be a distinct advantage

About the Client:

Leading UK based financial services organisation