Training and Compliance Manager, Customer Operations

October 2

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Incora

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1001 - 5000

Description

• The Training and Compliance Manager function is responsible for supporting the agreed standardized aspects of Customer Account Management and related tasks by managing training and process adherence programs. • The role will provide input and expertise to support improvement project development as well as create and implement standard work documents throughout the business to create a performance culture that reflects the company’s values whilst meeting global legal requirements. • To support system and process training requirements identified by senior management, including assessing/testing capabilities for designated function, to ensure training needs are identified and addressed in line with the correct priorities. • Develop solution specification documents and ensure they remain up to date with changes and improvements, working across Customer Operations in the Americas to source providers or design own training materials, to ensure the functions training needs are met in line with company/customer compliance and legal requirements. • Deliver classroom, virtual, and on the job training for the function and evaluate the delivery and transfer of learning within the workplace to ensure the programs are effective and deliver performance enhancements to the function. • Develop and maintain robust training matrix /plans, analysis and reports that demonstrate current capability, issuing reminders for refresher or certificates for completion of training where appropriate to ensure plans remains on track and issues are highlighted to management. • Manage and maintain invoices and budgets for training delivery to the function to ensure cost are controlled in line with the agreed budget. • Drive compliance to standard work following projects and hold employees accountable through an agreed program driven my management across the function. • Develop processes to improve (cost, quality, output or efficiency) at department/company level to enhance business performance ensuring that these processes are audited periodically. • Also capture best practices and key risks ensuring these are communicated across relevant functions to embed improvement or mitigate the risks. • Participation in improvement activities at department/company level to enhance business performance. • Project manage training for business improvements through to delivery and implementation at department/company level to enhance business performance. • Comply with all relevant internal rules, policies, and procedures, including those relating to Health and Safety, Data Protection and all those contained within the issued Employee Handbook and Policies and Procedures Manual ensuring training content reflects these rules. • Undertake other duties and tasks that may be allocated that are appropriate to the job.

Requirements

• Institute qualified in functional area of expertise. • Instructional techniques training • Extensive experience of developing processes within functional area of process/policy/systems • Some experience of conducting training needs analysis and formulation of training plans • Some experience of developing training matrices • Some experience of developing training solution specifications and outline design plans • Some experience of designing, developing, and delivering learning interventions (including building in appropriate behaviors) • Some experience of delivering training both formal classroom and on the job coaching • Some experience in gaining accreditation. • Some relevant experience of driving compliance • Operations experience a plus • Aerospace and/or supply chain experience a plus