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Training Manager

Job Title
To lead and develop the Training team in the design, facilitation and delivery of training courses for the SBU in order to meet business needs and expectations

Requirements
·            Good experience of leading people and in facilitating over sites across contact centre disciplines.
·            Proven experience in training delivery and / or 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.
·            A suitable qualification in either training
·            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.
·            Experienced in facilitation (2-10 people).
·            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.

Responsibilities
·            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 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 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 ongoing 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



Benefits  

Final Salary Pension scheme
 
Annual Bonus scheme (Target bonus of up to 10% and a maximum bonus of 30% of salary)
 
Private Medical Insurance through BUPA
 
28 days holiday plus ability to buy and sell more
 
Generous discounts on  range of quality products
 
Childcare Voucher Scheme
 
Flexible Benefits Package