Global Learning Programme Snr Manager

Job Description

This role will lead a small team to deliver a range of ongoing and new programmes to increase the skills and knowledge of our colleagues within Customer Operations. This will include designing, implementing, and managing comprehensive learning programmes, as well as focusing on quality monitoring, coaching and reinforced learning. This role involves collaborating with various stakeholders to identify learning needs, develop curriculum, and ensure the effective delivery of learning programmes across all regions (North America, South Africa, United Kingdom, Ireland, France, Germany, Spain & Portugal).

The primary objective is to support defining and delivering global standards from onboarding through to leadership to enhance capability and performance of colleagues. Through your team you will be responsible for designing and developing interactive and engaging learning materials, incorporating learning design principles and technologies. Your expertise in curriculum development and instructional strategies will be crucial in ensuring the delivery of high-quality learning experiences. You may also implement or manage new systems that support learning and performance. Alongside programme design, you will also deliver and facilitate training either directly to colleagues or through train the trainer with regional training teams.

This role will require occasional travel to regions to support execution of global learning programmes. Youn will also drive usage of existing tools, including Quizzical, as well as participating in the selection of new ones e.g. a new coaching tool.

Whilst strategy for the next 12 months will be set, you will be expected to deliver to that strategy, as well as input into any necessary pivots or developments.

Hybrid – 3 days in our Newcastle office (global headquarters)

• Lead a team of Global Learning Programme Managers and Instructional Designers to deliver Customer Support Operations strategy

Collaborate with stakeholders to identify opportunities, assess needs, and define desired learning outcomes and goals to achieve cross-regional alignment on operational plans.

Lead cross-regional groups (across UKIA, NA, FR, CE and Sage Intacct) through collaboration to deliver global learning initiatives, move workstreams forward, meet deadlines, and ensure alignment throughout the process

Create and deliver engaging learning activities (e.g., workshops, training, webinars, train the trainers etc.) and compelling course content that enhances retention and transfer of knowledge.

Proactively manage quality control of global learning materials, Quizzical content and coaching processes and standards.

Participate in budget planning and ongoing cost management, including license usage/requirements.

Participate in the renewal cycle for existing tools e.g. Quizzical, and own the ongoing relationship management with external vendors.

Act as the business lead for new tool selection and development e.g. coaching tool, Auto QM etc.

Conduct research and analysis on Business Performance, Quizzical outputs, Coaching outputs, Quality Management and recommend learning interventions.

Create and lead executive presentations and communications to stakeholders

Ensure that all global learning support plans are delivered on-time and on-strategy by enabling and driving communication and execution with cross-regional teams

Leverage the Customer Support Operations strategy to create and execute project plans, tailoring as appropriate to meet changing needs and requirements while managing the operational aspects of the project and scope

Act as a hyper-collaborative partner that can lead through influence by building strong relationships and personal credibility across the organisation

Skills, know-how and experience:

• Proven experience in designing and managing learning programs, preferably within a customer support environment.

Strong project management skills with the ability to manage multiple initiatives simultaneously.

Excellent knowledge of learning theories and instructional design models.

Experience creating and delivering content virtually and in-person to tight timescales (e.g., courses, workshops, videos, e-learns).

Ability to write effective learning copy, instructional text, audio scripts/video scripts.

Engaging and inspiring presentation skills with attention to detail.

Line management experience.

Desirable:

• Experience with LMS and other learning technologies.
• Multi-lingual for translation from English into French, German, Spanish or Portuguese