Roles And Responsibilities

• Coordination and ownership of all aspects of scheduled training events
• Pre-approval process duties:
  • Enter courses in MCL (Master Course List) on SharePoint site
  • Create course, classes and validate classes in Focus (Saba LMS)
  • Review pre-delivery documents and follow up with appropriate L&D team if incomplete
  • Review re-submitted pre-delivery documents
  • Setup planners for virtual classes
  • Update Build Grid with class numbers and deep links
  • Monitor and manage registration changes
  • Retrieve attendance documents
  • Review post-delivery documents and follow up with appropriate L&D team if incomplete
  • Review re-submitted post-delivery documents
  • Approve/ Deny pre-delivery and post-delivery training requests
• Appropriate handling of participants and suppliers queries and complaints by phone, email or face to face, in line with the agreed SLAs and Quality framework
• Effective customer service and relationship management across a range of stakeholders
• Operational administrative duties to include:
  • Booking and confirmation of events in line with occupancy requirements
  • Sourcing and confirmation of suppliers, facilitators and venues
  • Provision of print and materials
  • Communication with learners, suppliers and venues throughout all processes
  • Post event evaluations, billing and invoicing
  • Uploading of learners to multiple online programmes/platforms and managing access permissions
• Ability to follow standard processes and identify and report any potential issues, understanding when to escalate
• Ensure all requirements are adhered to through compliance with all appropriate policies and procedures

Skills And Experience

• Effective communication, ability to articulate in both written and verbal communication to a variety of stakeholders, including participants, guest speakers, suppliers, senior managers, Directors and Partners
• Strong attention to detail and investigative nature to ensure all elements of delivery are taken care of and all data collected is accurate
• Proven track record of delivering excellent customer service and going the extra mile
• Ability to think on your feet with excellent innovation and problem-solving skills
• Analytical approach to work, good innovation and continuous improvement
• Ability to work on own initiative, prioritise own work, deliver to deadlines and thrive under pressure
• Self-Motivated
• Adaptable and flexible
• Takes ownership of issues and sees them through to resolution
• Good IT skills and working knowledge of MS office – Excel, Word and Outlook
• IT literate, proven experience of working with multiple systems

Desirable

• Experience of working in an operational / contact centre environment
• Experience of effective relationship management
• Experience in a financial environment
• Has worked successfully in a target driven environment

Competencies

• Teamwork
• Work planning and organisation
• Integrity
• Accountability
• Driving results
• Resilience
• Interpersonal effectiveness
• Decision making
• Customer focussed
• Creative thinking and continuous improvement
• Quality approach