Learning Delivery Team Manager

at  CIPD

ABOUT US

We’ve been championing better work and working lives for over 100 years. We help organisations thrive by focusing on their people, supporting our economies and societies. We’re the professional body for HR, L&D, OD and all people professionals – experts in people, work and change. With over 160,000 members globally – and a growing community using our research, insights and learning – we give trusted advice and offer independent thought leadership. And we are a leading voice in the call for good work that creates value for everyone.
There has never been a more interesting or important time to join us. We offer an inclusive and stimulating culture and a wide range of professional development opportunities, as well as excellent benefits such as 28 days’ holiday with an option to buy and sell days, personal development allowance, access to an award winning pension scheme and a commitment to wellbeing including a cashback health scheme.

THE ROLE

As a Senior Learning Delivery Manager, you will lead, oversee and motivate the Learning Delivery team in executing the operational aspects of CIPD’s Learning events for B2C and B2B customers across all Markets. You’ll be a part of the Customer Success management team; driving departmental efficiencies and collaboration, supporting across teams.
A significant aspect of the role involves leading the effective utilisation of IT systems within the team, particularly the customer database, to accurately record and track customer interactions.

WHAT YOU’LL BE DOING

• Leading the team, coaching them to ensuring they attain the necessary skills, behaviours and knowledge for success. Managing team performance carrying regular one to one meetings, coaching, training, performance and development reviews.
• Effectively and efficiently managing team activities to meeting established objectives, key metrics and SLAs. Striving for service excellence and ensuring a high-quality learner experience while supporting CIPD Learning objectives, KPIs and financial targets.
• Overseeing the team’s activities, fostering a customer-centric culture among team members. Leading by example, role-modelling and showcasing dedication to service delivery, expertise, collaborative spirit, and maintaining a motivating presence for the team and the department.
• Developing and executing comprehensive resource plans to meet the demands of various and complex learning programs. This includes strategic workforce planning to forecast future staffing needs and building strategies to ensure these staffing needs are met.
• Being the subject matter expert that teams across CIPD can call upon for learning delivery expertise.
• Being responsible for handling escalated complaints in the department in line with CIPD complaints procedure and driving continuous improvement.

IF THIS ROLE DESCRIBES YOU AND YOUR CAREER ASPIRATIONS, CLICK APPLY!

CIPD: valuing everyone as an individual! The CIPD define diversity as the differences in colour, ethnicity, abilities, age, gender, beliefs, interests, socioeconomic status(class), marital or partnership status, sexual orientation, geographic, academic/professional backgrounds, opinions, backgrounds, thinking, experiences, and many other personal characteristics. There is a growing body of research that shows that diverse workforce can be beneficial for decision making, innovation and problem solving as people bring a diverse range of skills and lived experiences with them. Harnessing these differences creates a productive environment in which everybody feels valued, where their talents are fully utilised and organisational and personal goals are met.
We are committed to employment practices that promote diversity and inclusion and equality of outcomes in employment through recognising of how differences of age, disability, gender, sex, marriage and civil partnership status, pregnancy and maternity status, ethnicity, colour, religion, or belief and other protected (by equalities law) and personal characteristics can advantage or disadvantage a person.
Please note, we reserve the right to close or extend this position depending on application numbers. Therefore, we would urge you to submit an application as soon as possible