Colleague Development and Quality Manager
4 weeks ago
About the Role:
We are seeking a highly skilled and experienced Colleague Development and Quality Manager to join our dynamic team. As a key member of our organization, you will be responsible for developing and implementing training programs to enhance the skills and productivity of our colleagues.
Key Responsibilities:
* Identify training needs within the organization through regular Training Needs Analysis
* Create comprehensive training plans and competency frameworks for our Pensions and Guidance colleagues
* Deploy effective training programs to enhance employees' skills, productivity, and overall work quality
* Ensure sufficient CPD coverage and reporting to maintain accreditations and standards across the Delivery and Quality teams
* Ensure the Website and supporting offline content for our colleagues is up to date and appropriate
* Ensure appropriate Learning management system or repositories are in place, procured and maintained
* Ensure our Technical helpline is sufficiently covered to support front line escalation queries
* Manage a team of in-house Training Delivery colleagues
* Interrogate data and trends to isolate themes across customer demand and knowledge requirements
* Manage training resources (direct reports and external FTC where peak demand exists)
* Enhancing coaching and management skills of the operational management and quality teams through training and assessment
Quality:
* Maintaining and improving quality standards and scoring mechanisms
* Oversee quality assurance plans
* Ensures compliance with ISO standards (such as ISO 9001:2015)
* Manage teams of technical SME (Subject Matter Experts) to carry out Quality assessments and potential coaching, to ensure qualitative and compliance analytics are balanced
* Manage our operational complaints management process at level 1 stage
* Interrogate themes in quality assessments to support future scoring methodologies that empower and enhance staff confidence and competence, and delivers measurable improvements
* Ensure appropriate systems are utilised or procured to manage quality processes and workflows
* Ensure relevant and appropriate data and insight is sufficiently available to direct and operational teams at the right levels including quartile management and prioritisation
Requirements:
* Leadership: Guiding teams, inspiring change, and making important quality-related decisions. (minimum 5 years in a leadership role in either training delivery or Contact Centre Quality)
* Contact centre or Front-line financial services experience (minimum 5 years in either or mixed between both)
* Critical Thinking: Assessing situations, making informed decisions, and analysing quality processes
* Problem-Solving: Promptly addressing challenges by understanding problems and creating effective solutions
* Ability to assess training effectiveness, gather feedback, and make improvements
* Statistical Analysis: Being comfortable with numbers and using statistical tools
* Process Management: Improving processes for efficiency and effectiveness
* Understanding instructional design principles is essential
* Delivery: Previously carrying out quality assessments or delivering training directly in previous roles
* Familiarity with traditional and modern training methods, including mentoring, coaching, e-learning, workshops, and simulations
About Us:
The Money and Pensions Service (MaPS) is a dynamic organization based in Bedford, with a recently renovated modern office. We are committed to transforming lives and making a positive societal impact. Our values - caring, connecting, and transforming - are the foundation of our success and define all our business relationships and the way we work with each other.
What We Offer:
* Generous Annual Leave – 30 days plus Bank Holidays
* Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
* Interest-free loan for season tickets for buses and trains
* Cycle to work Scheme
* Subsidised eye tests & flu jabs
* Life assurance scheme
* Give as you earn scheme
* Employee assistance programme (EAP)
* PAM Assist and PAM Life scheme (Wellbeing)
* Enhanced family and sick pay
* Paid volunteering (2 days a year)
* Recognition Scheme
* Discounts portal to numerous retailers
Flexible Working:
At MaPS, we take pride in our flexible working arrangements, which allow our colleagues to achieve a better work-life balance. We are committed to creating an inclusive and supportive work environment that values diversity and promotes equality.
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