Current Roles

Learning and Development Adviser – Operations


Location: Basildon SS14

Reports To:
The role will report to the L&D Business Partner and will involve on going interactions with teams and managers across Operations, an organisation a population of approximately 3,800 staff across 15 countries in EMEA and APAC, supporting two business lines (GFS and GBS).
Job Description:
The Learning & Development Advisor will support the delivery of the L&D strategy within agreed timescales. Provide a professional, proactive and effective L&D service to all employees within Operations. Support managers and employees on a range of appropriate L&D activities to meet business objectives.
 Develop and deliver training interventions primarily to front line operational staff with direct telephony contact with customers.
 Training and development of new hires to the business through induction programmes and customer service development programmes.
 Design, development and delivery of learning programmes and modules aligned to business and client requirements.
 Provide information, advice and where required to identify learning and development needs for client and change requests, and make recommendations for appropriate and cost-effective methods of delivery.
 Evaluate the effectiveness of learning activities against prescribed outcomes to measure and report success and provide recommendations where required.
 Ensure that all learning and development information and materials are of a high quality and reflect current legislation, regulatory guidance, policy and industry best practice
 Be visible to employees at all levels supporting a culture of continuous improvement and employee engagement.
 Role model and share best practice across the team to drive continuous improvement.
 Support and lead on projects to further enhance the value L&D brings to the business.
 Undertake regular training needs analysis to allow for specialist skills development modules to be developed or adapted in line with business requirements.
 Ensure learning events are timely, focused, relevant and provide value for money.
 Provide advice and guidance to managers and staff about a range of L&D interventions to support delivery of department business plans and personal objectives.
 Provide business coaching to individuals and teams in support of their personal and professional development.
 Ensure that learning evaluations are appropriately timed to measure business impact and quality of training.
 Ensure that effective and appropriate L&D procedures are followed to ensure adhere to legal requirements, business need, good practice and organisational objectives.
Project Management
 Provide status updates and deliverables on predefined deliverables, ensuring successful delivery for business and client requests.
Reporting & Analysis
 Ensure appropriate and timely reporting on learning activities, attendance, and evaluations.
 Ensure timely evaluations are performed and reported against predetermined metrics.
Annual Planning
 Perform evaluate learning programmes, reporting key MI metrics to demonstrate ROI and learning outcomes aligned to business and client requirements.
 Review learning programmes and modules, evaluate effectiveness for continual improvements ensuring relevant and fit for purpose.
 Document the process as well as key tools needed to complete
 Keep abreast of learning advancements and pilot industry advancements with clients
 Connect with industry and create networks to continuously learning and grow
 Innovate and evolve current processes to operate efficiently and keep abreast of changes.
Role Requirements:
This role will suit someone who is passionate about employee development, with:
 Experience in design, development of training programmes and modules.
 Experience in the delivery of training programmes and modules in support of employee development.
 Proven client management and strong communication skills
 Demonstrable multi-tasking and project planning skills required
 Formal Education in Learning & Development, Organizational Development, Instructional Design, or related field
 Experience with learning management systems ( to consider of add in for e-learning)
 Experience with learning development tools required (Storyline is a plus)
 Experience with standard office tools (Microsoft, Intranets, SharePoint etc.)
 Strong team player and collaboration skills
 Proven organizational skills, with strong attention to detail
 Excellent verbal and written communication skills
 Strategic & critical thinking skills
 Problem solving skills
You will be required to be flexible both in your approach to delivery, and to be flexible to fit in with business operational hours and specific client or business requirements.
 A strategic understanding of the organization
 A strong knowledge of GBS and GFS Operations
 An energetic approach, can-do attitude
 Strong execution skills; ability to work simultaneously across multiple priorities, timelines and stakeholders
 Excellent interpersonal skills, proven relationship management skills, ability to network to get the job done
 Effective oral and written skills
 Solid skills in MS Office based applications and competence in web-based tools
 Excellent organisational skills with the ability to effectively prioritise work and deliver
 Experience in the design and delivery of training & development
 Training delivery experience
 Training development experience
 Experience working in Customer service Operations and outsourcing
This role is ideal for someone to from an educational / training background whose transferable skills will complement this role.

Important Information

Working week:

Monday to Friday 9am - 5.30pm - but a degree of flexibility is expected.


up to £25,000 per annum for the right candidate


18 months


Level 5 ( Degree)

Reference Number:


Possible Start Date:

4 February 2019

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