Colleague Development and Quality Manager

at  The Money and Pensions Service

JOB DESCRIPTION

You’ll be part of a dynamic team dedicated to helping people across the UK improve their financial wellbeing.

TRAINING AND KNOWLEDGE:

• Identify training needs within the organisation 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
• Blended learning approach to minimise operational impact and allow colleagues continual access to learning opportunities, whilst utilizing our government training framework access.
• 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
• Succession planning, talent management along with CPD measured through colleague engagement

SKILLS AND EXPERIENCE REQUIRED

To excel in this role, you will need to demonstrate:

• 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

Benefits

ABOUT US

The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:

• CARINGWe care about our colleagues and the people whose lives we are here to transform.
• CONNECTINGWe will transform lives through our ability to make positive connections.
• TRANSFORMINGWe are committed to transforming lives and making a positive societal impact.OUR INCLUSIVE WORKING ENVIRONMENT

By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.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

Things you need to know

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

ROLE OVERVIEW

The Colleague Development and Quality Manager will report directly to Corporate Director.
In this role, you will be responsible for:

To excel in this role, you will need to demonstrate:

• 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 simulation