ROLE & CONTEXT

• Purpose:

To manage the identification of training requirements within the Sales & Service BU and liaising with the Qtel  T&D department to plan, schedule and follow up on training delivery and to oversee the development and delivery of specific technical and  on the job training required within the BU. 

• Context:

Q-Tel is focused on delivering excellent levels of Customer Service, whilst at the same time delivering against its profit targets. Having a process in place that will identify training needs, follow up on training interventions and deliver specific on the job training will ensure all staff are constantly developed in order to carry out their jobs effectively

This role supports this through ensuring all staff within the unit receives appropriate and aligned training and development as determined by training needs analysis is essential for performance improvement and delivering customer satisfaction. 

ROLE ACCOUNTABILITIES

• Develops and implements a process for conducting training needs analysis within the customer service BU – to ensure all staff capability gaps are identified and solutions provided by the Qtel T&D department.

• Ensures there is in place a process to follow up on any training provided, to evaluate its quality and effectiveness and to drive the line managers to oversee the implementation of any learning’s from training provided.  Puts in place a process for scheduling all training activities within the unit in conjunction with Qtel T&D.

• Oversees the development, quality and content of all training materials within the department which are delivered by the departments own trainers.

• Develops reports on a monthly basis for : Numbers of Training Needs conducted, Numbers of Training Courses attended, non-attendance for planned training, cancellations of training, cost of training per department, and feedback from participants related to training solutions.

• Collates information from line managers in relation to quality of training interventions after they have had an opportunity to assess the effectiveness and provides that feedback to Qtel  T&D

• Undertakes the design of all training ‘packages’ for the various departments within the unit in conjunction with the Qtel T&D department to ensure that all training can be provided with the correct information to address the training needs within the BU.

• Determines what training should be delivered on the job by own trainers and what should be delivered by Qtel  T&D.

• Ensures all new starters within the BU undergo induction job related training such as IT/CRM/Knowledge Management/Product & Services/etc. specific to each individual’s role as soon as possible after their start date.

 Business Impact

Impact on the business is indirect as this is not an operational front line role – however the impact can be significant given that it manages the delivery of training to all front line staff within the Sales & Service function and through that ensure that staff are ‘set up to succeed’.

Costs & Profitability

Impact on profitability is through the effective development and execution of training and development interventions across all staff within the BU ensuring that they have sufficient capability to execute their duties to the highest standards.  Direct impact on cost through the effective management of the training budgets.

Problem Solving

Problems are resolved independently as related to the day to day execution of this role and centre on staff management, development of training and training delivery, selection of 3^rd party providers and training needs analysis.  More complex, strategic or financially significant problems would be resolved with the involvement of others.

Planning & Organizing

• Plans the training calendar for the year across the BU
• Oversees the execution of training across the BU
• Ensures training course materials are well structured and the content meets the needs of the BU
• Organises training staff schedules to ensure that all staff across the BU receive training at a time that is workable to the operation.

KEY RELATIONSHIPS & DECISION MAKING

Team working, Coaching/Development & Leadership (Coaching & Leadership applicable to people managers)

Manages, coaches and develops own team to ensure the highest level of performance at all times

Works as part of the management team within Planning & Development and as part of cross functional teams with other parts of the business e.g. HR/T&D/Procurement /Marketing etc.

Communicating, negotiating & influencing

• Line Managers within the BU
• Staff within the BU
• Group T&D Department
• System providers

Decision Making

Decisions are centred around training provision and are for the most part made independently where they relate to the day to day operations of the unit.  More complex, financially impactful or strategic decisions will be made in conjunction with the Senior Management.  

Qualifications

• Bachelor Degree in  Business Administration/HR or similar – preferably with additional qualification in Training & Development

Experience

• 8 years  experience out of which 4 to 5 years should be in a similar role, within a Training Unit.
• Must have sound knowledge of training needs analysis
• Must understand training effectiveness metrics
• Significant understanding of course development and training methodologies
• Significant understanding of Learning Styles and identifying learning outcomes