Our Govenment client is currently recruiting for an SC cleared Senior Learning Manager, initially until may paying £600 p/d Outside IR35 LTD.
Role: Senior Learning Manager
Contract Length: Until May 2nd (could be longer)
Location: Remote initially (office visits as required once/if restrictions lifted)
Pay Rate to Candidate: £600/day LTD
- Strategic approach to training
- Someone with experience of delivering a broad raft of training across different channels and platforms
- Experience in a global environment
- Experience of producing or editing training materials for a wide range of users with varying levels of ability
Purpose of job:
As a Senior Consular Services Programme Learning Manager, you will lead all learning operations activity in support of the programme in the UK and across the Consular network. The role holder will be part of the Resilient 24/7 Consular Services Business Change Team supporting the rollout of various IT systems - integrated case management, Nextgen Contact Centre, event driven messaging service and real time business intelligence system as well as digital applications.
Context and environment:
Consular Services Department's purpose is to provide British people with excellent 24/7 consular services. The Department launched in early September 2020, as a result of the COVID lessons learned. CSD takes responsibility for those services which British people abroad can access directly whether or not a consular section is open. These include: our phone, written enquiry, and social media services in our Consular Contact Centre; our remote processing and issuing of urgent documents in our ETD Service Centre; our digital services (such as notarial & document services, assistance, and registration); and the presentation of consular content
CSD also has a remit to further improve the 'end-to-end' consular services we offer British people. Specifically, we want to ensure that the 'always on' global 24/7 services are fully integrated with the more specialist and face-to-face services we provide, working collaboratively with posts or colleagues in the wider Consular Directorate.
The Resilient Consular Services Programme
Consular Directorate is implementing a five-year Digital, Data and Technology investment known as the Resilient Consular Services Programme. The programme will provide resilient, personalised support to British people abroad from the moment of first contact through to case resolution. Consular Directorate are replacing core IT systems over two years - case management, crisis response, and real time business intelligence.
As the Senior Learning Manager you will be responsible for:
• Confirming the Business Change team's strategic approach to L&D, building on the existing training strategy to influence the approach, learning objectives and success factors covering all elements of the overall Programme and ensuring they complement the wider consular learning offer to ensure all consular staff can demonstrate the skills, knowledge and behaviours needed to be effective in their roles.
• Leading, with the Programme Sponsor and Head of Business Change, on delivery of the training strategy ensuring Consular staff buy-in.
• Establishing learning performance and quality metrics, monitoring performance toward those goals.
• Leading training planning, including scheduling complex global learning requirements in multiple geographic regions and across time zones. You will work in partnership with our learning and development teams and collaborate with our IT suppliers to design and deliver training, across multiple time zones, to enable consular staff to use the new technologies and digital applications that will be rolled out as part of the programme. You will work collaboratively with our consular learning team to ensure the learning complements the existing consular learning offer and that there is a sustainable approach to ongoing training once the projects have been delivered.
• Working collaboratively with our third-party IT system suppliers to analyse learning needs, design, deliver and evaluate training ensuring that it is user focused.
• Confirming the approach set out in the learning needs analysis developed for each project to elicit the training requirements based on the programme plan, developing a learning strategy including key performance indicators to measure the impact of training. Then co-designing requirements with the Consular Learning Team so that Consular Directorate retains business ownership of the change. Ensuring that learning is delivered to suit business need and built around the staff who use the IT systems, generating a more effective learning experience.
• Working with project teams and with the suppliers of SaaS cloud software products for all the projects and digital applications being delivered in the programme to develop learning packages for the systems and the new behaviours needed to use them. Key projects include integrated case management, real time business intelligence, Next Generation Contact Centres and ETD printing service.
• Leading the team to convert the technical content from IT suppliers into engaging, user-centred material and plan its delivery through a blend of approaches - e.g. "virtual" classroom-based learning, train the trainer, e-learning, case studies, use of champions' networks to cascade learning, scenarios, discussion and interactive elements so that staff can apply practical learning to real situations reinforcing and embedding change.
• Using project planning and management techniques to plan the delivery of training to large numbers of people across multiple time zones, while minimising disruption to BAU delivery.
• Engaging with a range of business and digital leads across Consular Directorate, Legalisation Office,and overseas, including frontline Consular staff overseas and suppliers of various new and existing consular applications and systems to help deliver the programme. The team will also need to work with stakeholders more widely in the eporting to the RO, Programme Sponsor and Senior Programme manager from an external consultancy, and the Consular Services Board and Programme Boards. Day-to-day support will be provided by the Business Change Team and you will work closely with the wider consular L&D team.
• Reporting on L&D aspects of business change progress using the established governance framework.
• Deputising/covering for others in team if required.
When delivering training, some may take place remotely and you will be expected to work flexibly during UK working hours (generally not outside (Apply online only) GMT/BST). However, some flexibility will be needed to support learning needs of >1,000 people across multiple time zones with learning organised by region and possibly 1-2 month "sprints".
You will need to be familiar with platforms and software used isuch as MS Teams, GOMO, Kahoot and SWAY.
Knowledge and Skills Required:
• Recent experience of analysing learning needs, undertaking gap analysis, developing a learning strategy, content design, planning, managing and scheduling the delivery of learning and experience of piloting an approach and adapting learning based on lessons learned.
• Experience of working collaboratively with a range of external stakeholders and external suppliers. Understanding and converting technical content provided by technology suppliers into user-centred learning packages at pace, and working collaboratively with third-party suppliers.
• Recent experience of developing practical bespoke learning materials and content tailored to specific IT products designed to support user needs using blended learning approaches and a variety of industry standard tools based on the organisation with recognised accessibility standards and self-serve options with clear milestones.
• Demonstrate skills in quality assurance of learning, developing key success indicators, benefits realisation, including managing benchmarking, benefits monitoring and measurement of impact of business change.
• Demonstrate evidence of proactive skills transfer to learners.
Key relationships: (internal and external)
• Consular Leadership Team
• Senior Programme Manager
• Project, product and portfolio managers
• Business change
• Information and Digital Directorate (IDD)
• Resilient Consular Services Programme Change Network
• All Suppliers and contractors
• Consular network
Other important features or requirements of the job
(e.g. travel, unsocial/evening hours, restrictions on employment etc)
• Hybrid working
• Travel to premises in London at least once a week - possible travel to office in Milton Keynes
• Travel to any supplier sites for meetings/discussions
• Delivery of L&D to a global network may occasionally require early starts or late finishes to take account of time zones (as set out above)
Behaviours and skills
• Communicating and Influencing
• Changing and Improving
• Managing a Quality Service
• Working Together
Security Clearance: SC Clearance and Sole UK Nationality are essential
CV Deadline: 17/10 @ 12pm
Interview Process: 1 Stage MS Teams