This business manages critical incidents in the car and home on behalf of the world’s leading insurers, brokers and fleet managers, together with warranty and service plan provision for many automotive.
You will have responsibility for the Learning and Development (L&D) function including contributing to the Organisational Development (OD) strategy and managing a small team of trainers.
You will work closely with the OD, HR and Quality Assurance Teams and the focus of your role will include -
- Assisting development and implementation of training needs analysis directly aligned to the performance management process and develop a training plan to deliver the needs of the business.
- Engage with managers and the Quality Assurance/Call Monitoring Teams to ensure that the organisation is in compliance at all times with relevant legislation.
- Support design of the learning requirements within the business including technical, regulatory, leadership and behavioural training.
- Recommend/design of learning options to meet individual and team requirements, considering appropriate delivery channels (for instance 70/20/10 principles).
- Review/evaluate the learning offer that is delivered by the L&D Team to ensure it is fully aligned with the business strategy and meets key development needs.
- Coach leaders to have straightforward conversations with people about their strengths, limitations, development needs and career aspirations.
- Work with employees and managers to ensure performance and talent management processes are embedded and work appropriately.
- Support and develop the team of trainers and provide monthly MI.
- Build and maintain positive working relationships with internal customers, clients and other colleagues, ensuring that we are providing learning and development interventions to help others deliver their objectives and business priorities.
Essential skills and experience
- Experience of working in a Learning and Development or OD role
- People leadership experience
- Experience working in a regulatory training environment an advantage
- Ability to design and deliver quality training programmes tailored for the appropriate business units
- Experience of designing, developing and implementing leadership development programmes within an organisation with the aim of bringing about a change in the culture
- Ability to act on own initiative and drive the delivery of a challenging employee engagement agenda with minimal supervision
- Excellent communication, influencing, conflict handling and relationship building skills
- Diplomatic, pragmatic, credible and trustworthy
- A strong team player – working collaboratively and with confidence at all levels
- A formal and recognised training design/delivery qualification or CIPD qualification would be desirable