Head of Operational Learning and Development

I'm delighted to be partnering exclusively with a leading, innovative Organisation in Bristol, who are looking for an experienced Head of Operational Learning and Development.

Candidates will ideally have extensive experience from a Customer Service/Contact Centre environment, and have managed large scale strategic projects.

Client Details

Leading, Innovative Organisation

Description

This is a truly exciting, newly created position for a creative and inspirational Learning and Development professional. You will shape, define and design a new strategic vision and support model for the delivery of Operational Learning and Development activities across the Customer Service functions.

As the Head of Operational Learning and Development, you will be responsible for the continued design, delivery and management of all Learning and Development initiatives to support the Customer Services strategy and operational delivery.

You will manage a team who are responsible for Learning and Development activity delivered to employees, to enable them to deliver an excellent customer experience to customers.

You will create and deliver engaging and compelling Learning and Development strategic plans that drive the right outcome for customers, employees, partners and the business. You will develop, lead, implement and evaluate an effective Learning and Development strategy that spans across Customer Services as well as internal and external key stakeholders. You will proactively engage with stakeholders and work alongside them to align with their priorities to achieve initiatives, customer outcomes, KPIs, SLAs etc.

In collaboration with Senior Stakeholders, you will be responsible for modernising the Customer Services Learning and Development support model to deliver an innovative customer and employee centric service. You will lead your team to work in collaboration and partnership with the business to launch and manage a new support model.

You will collaborate with key stakeholders across the business and support them to deliver their own Learning and Development objectives. You will be responsible for developing, engaging and managing relationships with all audiences i.e., employees, partner networks, strategic partners

Profile

The right Head of Operational Learning and Development will have:

• Proven experience of delivering and managing training, communication and coaching support services
• Experience of creation and delivery of a new or enhanced Learning and Development support service that responds to changing customer or business needs
• Experience of managing and influencing stakeholders to deliver great outcomes for multiple audiences.
• Leadership and Development of managers and teams
• Senior key stakeholder management
• Experience of selecting and managing third party suppliers and influencing their strategic plans
• Proven experience of driving and delivering effective multi-media Learning and Development approaches
• Experience of launching innovative technology platforms that support customer and business improvements
• Experience of measuring and evaluating content effectiveness to gain insights into trends and knowledge gaps
• Evidence of strong organisational, project, time, and budget management skills to define, prioritise and deliver to deadlines and on budget
• Budget responsibility with strong commercial and financial acumen
• Candidates will ideally have experience from a Customer Service/Contact Centre environment

Job Offer

£90k - £100k + Bonus & Excellent Benefits.

Hybrid with 3 days a week in the Bristol office.