Head of Training and Competence

Titolo: Head of Training and Competence
Tipologia di contratto: Permanent
Luogo: North West England, England
Stipendio: Up to £50000 per annum + benefits
Arbitro: 115467_1561024437
Nome del contatto: Beth Harris
Contatto email:
Lavoro pubblicato: mesi 5 fa

Descrizione del lavoro

Oliver James are currently representing a leading Financial Services organisation who are looking to appoint a Head of Training and Competence. This is a key role within the organisation and you will be responsible for leading a high performing team, providing support and coaching across operational teams and driving performance improvement to ultimately ensure an outstanding level of customer service.

  • Ensure the effective delivery of the Training & Competence (T&C) Framework in line with business requirements.
  • Complete people management including performance management of direct reports in line with company policies and processes.
  • Act as the hiring manager for any Training & Competence Roles, working with the Recruitment team to find the best candidates for the role.
  • Develop, continuously review and report operational KPI's from the T&C Framework to the Sales & Operations Director.
  • Development of Management Information from the Training & Competence Framework to identify gaps and training needs.
  • Review and continuously develop and enhance the T&C framework.
  • Ensure T&C team are delivering regular and effective quality development sessions in line with the scheme requirements.
  • Work with the Performance Managers to develop and maintain a high performing team.
  • Effectively manage risks in line with the company risk framework.
  • Collaborate, challenge and work closely with the Head of Sales, Contact Centre Manager and Sales Director.
  • Ownership of the Root Cause Process taking a feed from other departments such as Customer Care to enhance processes to improve performance and customer outcomes.
  • Keep up to date with FCA Regulation and ensure delivery of an outstanding service in line with expectations
  • Key stakeholder in the development of the On-Boarding and Sales Process.
  • Responsible for the creation of the business-wide performance management process including departmental reporting of adherence and your team offering support and development for difficult situations.
  • Creation and delivery of a management development programme to managers business-wide.