Know How Delivery Manager (Training Manager)

Recruiter
First Source Solutions
Location
Derby
Posted
10 Jan 2018
Closes
09 Feb 2018
Sector
Education
Contract Type
Permanent
Hours
Full Time

Department Overview

In Sky`s Customer Service Group we want to offer the best service in the country and as a Know-How function we are committed to helping people be at their best with world-class communications, learning and knowledge.

Job Purpose - This role exists to:

As Training Manager you will be responsible for the delivery of Know-How solutions, learning and development across the CSG directorates within your area. This means getting the right solutions to the right people at the right time. You will act as the key interface with the Know-How Delivery Scheduling Team ensuring that we can effectively deliver to the demand plan in line with business priorities. You will have a keen focus on continuous improvement constantly looking at ways to grow and stretch our delivery capability & resources to be at their best. You will actively manage the Learning experience beyond the classroom and focus on delivering performance improvement learning initiatives on the floor in support of the 70/20/10 model. You will achieve this through building & managing a strong performance & development focussed team.

What are the key accountabilities (main activities for the role):

  1. Know-How Leadership & Culture

  • Foster a culture which thrives on doing the right thing for our customers, colleagues and business, taking ownership for our own actions and working together to help to drive engagement and performance across CSG.
  • Work with stakeholders to explore and shift the mind-set on our organisation learning approach.
  • Show leadership which supports the teams across Know-How to operate to their strengths.
  • Empower our teams to drive performance through high levels of creativity, innovation and practicality.

2. Know-How Leadership & Culture

  • Foster a culture which thrives on doing the right thing for our customers, colleagues and business, taking ownership for our own actions and working together to help to drive engagement and performance across CSG.
  • Work with stakeholders to explore and shift the mind-set on our organisation learning approach.
  • Show leadership which supports the teams across Know-How to operate to their strengths.
  • Empower our teams to drive performance through high levels of creativity, innovation and practicality.
  • Grow the development and overall capability of the Know-How Operational Communication & Engagement function.
  • Create a taskfore culture that thrives on collaboration and commitment to the purpose of Know-How
  • Personal responsibility for your own continuous learning and development to ensure you are a role model for Know-How (for your teams and for CSG population)
  • Develop a strong professional network of connections on social networks like Twitter, Facebook, LinkedIn or Google+, with whom you interact and learn from on a daily basis - and which you regularly review to ensure they bring you value.
  • Able to connect the dots between new resources and ideas you have encountered with improving performance and engagement in CSG
  • You solve your own performance challenges by finding valid resources in appropriate formats
  • Regularly share resources and ideas that you have encountered outside and inside of work.

2. People Plan:You will be responsible for implementing & managing the People Plan for your area including:

  • theEngagement Planfocused on ensuring our people feel supported, valued &inspired;
  • thePerformance & Development Planfocused on ensuring your team is always at their best, have clear objectives and are continuously developing their skills;
  • theCareer & Talent Management Planfocused on creating opportunities and bench strength in your team;
  • theCommunicationPlanensuring your team is always informed and up to date of business & Know-How priorities.

3. Operations Plan: You will be responsible for implementing & managing:

  • a clearResource & Delivery Planensuring we have the right resources available and skilled to deliver against the demand plan;
  • aLearning Environment Planin support of the 70/20/10 model ensuring our people have access to the best learning tools and environment to support their learning;
  • aPerformance Improvement Planfocused on supporting learning on the floor;
  • aContinuous Improvement Planfocused on stretching and improving our delivery approach;
  • aLearning Embedding Planfocused on ensuring all learning lands and is supported through effective levels of coachingand development of manger/leader development;
  • aTactical/Localsolutions support plan working closely to support the Solutions team in the design of these types of solutions;
  • aStakeholder Engagement Planwhich focuses on growing & managing keyrelationships including the broader Know-How function, Know-How Operations function, Delivery & Scheduling team, Facilities & Technology Coordinators & Operational Managers across the business.

Key relationships: typical stakeholders this role works with:

  • Head of Know-How Operations

  • Know-How Operations Regional Operations Manager

  • Operational Managers & Leaders

  • Know-How Demand & Business Partner Function

  • Know- How Solutions DevelopmentFunction

  • Know-How Commes & Engagement Function

  • Know€"How Programme Support Specialists

  • Know-How Facilities & Technology Specialists

Capabilities required for the role:

Qualifications:

  • Degree and or relevant professional qualification in HR/L&D/Talent/OD - Desireable

Essential Minimum Criteria:

  • Proven relevantmanagement experience in implementing and delivering the People & Operational Plans for the successful delivery of learning & coaching into an operational environment.

  • Extensive experience in Managing/leading large Teams in a fast paced environment.

  • Extensive experience in implementing performance improvement learning activities, coaching and facilitation both in formal & informal settings.

  • Strong Relationship management skill set/style with proven ability to influence decisions at every level.

  • Strong experiencein Managing & implementing People Performance & Development plans.

  • Extensive experience in the delivery of effective people engagement plans.

  • Extenive experience in reporting and measurement of learning delivery.

  • Extensive experience in implementing theLearning Resource Planning & scheduling.

Industry experience

  • Customer Service Industry & Media & Telecommunications

Personal skills required for the role:

  • Customer Service skills with a strong results focus

  • Flexibility & agility

  • Excellent facilitation skills

  • Great communicator at all levels

  • Ability to Influence across all levels

  • Excellent relationship and stakeholder management skills

  • Interpersonal skills & building effective working relationships

  • Good planning & organising skills with the strong ability to multi-task

  • Applying judgement and taking ownership

  • Performance management

  • Manage change effectively

  • Drive people development plans

  • Excellent atfeedback and having meaningful conversations

  • Problem solving and analysis

  • People Management

  • Close Date: 4th Feb 2018


This job was originally posted as www.totaljobs.com/job/79048552