Academy Lead
Location: Manchester with travel to Leek and Skelmersdale
Contract: 12 month’s secondment
Job purpose:
To design, lead and control the provision of high quality training and development to Contact Centre to support the delivery of business objectives via effective day-to-day ownership of the Academy and Academy strategy implementation including maintaining and maximising key stakeholder relationships with wider Channels Teams, Training and Development Teams and Resourcing Teams.
Key responsibilities:
- Lead, develop, coach and motivate team of skilled coaches as People with Purpose to ensure they are aware of and capable of delivering their responsibilities.
- Create and maintain a high performance culture and a Customer First ethos focused on delivering to customer needs.
- Continually review and measure team and wider Academy Learners’ activities against scorecard objectives, standards and service levels, agreeing and taking actions to improve capability and performance, so that the team achieves its maximum potential.
- Lead the rapid identification, analysis and resolution of operational problems to ensure the minimum interruption to the team’s work, and present conclusions and recommendations for improvements to senior colleagues.
- Contribute to the development of and own the implementation of overall operational training and coaching strategy for Channels.
- Act as key business liaison between the Operation and the Training and Development, Resourcing and Demand Management Teams on specific projects and/or elements of activity.
- Input to the formulation of technical training plan to ensure the development of future colleague capability. Ensuring material and associated workshops/classroom training, e-learning etc. meet the specific requirements of the target audience and are engaging and cost effective, timely and within risk and quality parameters.
- Work closely with the Resourcing team to ensure that intakes are scheduled, quality is maintained and any issues arising are overcome to hit required numbers and standards of new starters.
- Ensure training and coaching capability is flexible, matching demand and diversity, creating a culture of continuous improvement and ensuring a robust measurement mechanism exists to monitor and evaluate the provision of training.
- Responsible for creation and maintenance of the T&C scheme for advocate level colleagues.
- Responsible for maintaining critical colleague process flows for all contact areas.
Knowledge, skills and experience required:
- Previous experience of managing a large team within a Customer Contact function (essential).
- Experience of leading and developing an operational training and coaching team (desirable).
- Knowledge of industry developments in contact centre operations, channel migration, learning, development best practice, and innovation.
- Excellent presentation skills.
- Track record of improving customer and colleague experiences
- Knowledge of the Core Bank agenda and the Channels’ plan.
- Strong stakeholder management skills; with the ability to communicate, influence and challenge across all levels across the organisation.
- Track record of project delivery to time, cost and quality
- Ability to drive results through remote/matrix teams
- Excellent planning and scheduling skills with an ability to prioritise own workload and team activities effectively with minimal support/supervision
- Flexible and agile to meet changing customer and business demands.
Should you require any reasonable adjustments throughout the recruitment process; please let our careers team know.
Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.
We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected.
Please note we may withdraw this vacancy once sufficient applications have been reached.