Learning Manager

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As a Learning Manager you will ensure that Foundever’s employees are provided with the learning and development that they need to meet the organisation’s vision and key strategic and operational objectives.

The key areas of activity are to develop processes and mechanisms for identifying training and development needs, designing solutions to meet those needs and delivering high quality interventions which support the work of the organisation and its employees.

You will also manage your team of Learning Specialists to create a culture of continuous development; designing fit for purpose learning programmes and evaluating their impact, making sure training resource is in place to adequately support the business requirements.

In addition, you will proactively drive digital learning tools; creating interesting, innovative programmes that engage the team and also work with clients and senior stakeholders to align the learning agenda to the needs of the business.

It is essential that you are an experienced Learning Manager and have worked in the BPO/Contact Centre sector. You will have passion for continuous improvement and customer excellence with the desire to drive this consistently across the site.

It is key that you are confident and have the ability to report on and analyse data and present this back in formal settings and to clients.

You will have excellent communication skills, both verbally and in writing and are able to confidently present.

• Support the senior leadership team by providing development to the Coaches and managers to support delivery of the business objectives.
• Provide development programs and initiatives designed to progress the skill and knowledge of individuals within the learning team
• Learning Team Development:
  Manage, appraise and develop a team of trainers to enable them to progress effectively. The ability to grow the learning team in ability and reputation.
• Provide leadership development to team coaches, operations managers and senior support managers. Versed in advanced management development techniques and programs.
• Active member of the regional learning function, support and lead regional initiative and training programmes rollouts across the site
• Ensures trainers are constantly coaching new recruits on the operational floor.
• Support the site Succession Planning framework and facilitation of learning.
• Provide creative learning solutions in line with business needs using virtual and e-learning solutions
• Supervise the day-to-day activities of the trainers ensuring that they are highly motivated, can demonstrate skills in their positions and provide excellent training with long-term positive results.
• Design learning strategies to fill needs as identified through analysis, and in partnership with the Site Leadership Team.
• Be part of the site senior leadership team and show flexibility to support the associated duties.
• Develop evaluation and validation instruments to collect and interpret data, assessing organization needs and training program effectiveness.
• Identify skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.
• Gap analysis for all learning specialist
• Establish client contacts to gain knowledge and provide support in the development of training material when needed and appropriate.
• Serve as an effective business partner to the Global Learning Team, supporting the development, implementation and delivery of global Learning solutions.
• Actively pursue self-improvement opportunities.
• Develop rolling 12 month plans that fits in with site strategy and employee satisfaction surveys.
• Significant focus on 30/60 and 90 day staff attrition/retention.
• Work very closely with the operations team having regular checkpoints in the training, development and handover processes.

• Delivery of training programs to leaders and managers
• Attend, participate or coordinate strategy related meetings or initiatives for performance or budget improvement
• Create, Implement, adhere to, review and or create…