Training & develpment manager
You will be responsible for the delivery of a range of training courses to groups and/or individuals ensuring that specified training objectives are achieved through instruction, participative learning techniques and coaching analysis. You will also be required to design, develop and deliver operational and project specific training. Your role will involve evaluating the success of the training programmes, incorporating improvements and changes to training in order to meet the growing needs of the business and its people.
The role will encompass Induction, staff development, performance & technical based training delivery.
·Deliver face-to-face training courses to groups and/ or individuals within all telephony functions utilising pre-designed content.
·Ensure the achievement of course and individual training objectives through participative training techniques and coaching.
·Lead group discussions to check, understand, problem solve and generate ideas for training as directed.
·Plan and conduct Induction training to new starters as and when required
·Conduct TNA exercises and produce reporting and solutions for each composite telephony team
·Work with & support the management team in line with core kpi’s
·Where required carry out course-related administration and evaluation.
·Ensure that all technical related course content is communicated to and fully understood by course participants.
·Identify where individuals would benefit from further training & support, taking action or submitting recommendations accordingly.
·As required, provide implementation support for new training initiatives.
·Design, develop and deliver technical training and development programmes based on both the organisation’s and the individual’s needs
·Develop and maintain effective relationships with participative business areas
·Ensure all training materials and procedures are accurately documented and stored in a central library. Maintain equipment and facilities required to conduct effective training.
·Provide support for training for projects as required.
·Liaise with compliance and technical experts to ensure that training meets the required standard
·Develop and deliver soft skill training as required, including coaching to improve performance and drive high quality
·Complete administration tasks as required to fulfil the role
·Provide honest and constructive feedback to others, in plain English.
·Ensure learning has taken place and is able to gauge effectiveness of training programmes to contribute to enhanced training for future groups.
·Help others to become familiar with new tasks through collaborative learning and sharing of best practice.
·Relates learning to work requirements and business performance.
·Makes time to help staff develop their own learning plans and be pro-active in their quest to improve personal skill-sets.
Essential and Desirable Criteria:
·Solid experience in Training Development, Training Delivery and coaching
·Experience of talent management and design
·Experience of working in a fast paced environment reacting to immediate business needs
·Previous experience of working in a sales role to understand the dynamics of achieving a sale
·CIPD Training Certificate or equivalent