Job Description

Recruiter: Ravleen KaurHiring Manager: Gaurab HalderCareer Grade: EInternal Closing Date: 16th AprilWhy this job matters:The role holder is responsible to deliver end to end functional training expertise through knowledge transfers in a blended environment and to ensure business metrics are achieved. This role is critical to the continuous learning process for all employees.This job is key to delivering differentiated learning experience to all employees who join the organisation, enabling them with the skills to become future readyYour Accountabilities:

• Deliver training at all levels within the organisation as required and pro-actively provide inputs
• Consult on learner issues, course delivery methods & scheduling
• Conduct root cause analysis (RCA) for training issues and agree on remediation and/or action plan
• Discuss on refresher training plans for the following quarter in line with inputs received from the Quality team
• Support key projects and related training progress and performance (as applicable)
• Assess training gaps & requirements during knowledge transfers and create remedial plan
• Conduct training need analysis (TNA) for team members and agree on individual development training plans
• Conduct new hire Process Training
• Conduct functional training assessments and report results
• Manage training logistics
• Enrich training content by offering first-hand, practical knowledge, anecdotal stories, case studies, best practices, tips and/or tricks-of-the-trade that can be shared with others to embed and improve the knowledge exchange and transfer
• Manage and report new hire training performance and issues to hiring managers and HR
• Review training feedback with SMEs, Line Managers and domain leads and implement changes
• Provide coaching and feedback to team members.
• Conduct periodic content reviews and facilitate content creation for process and tools changes/updates
• Contribute to the planning and scheduling of training interventions with operations
• Maintain appropriate learner performance records
• Participate in the roll-out and delivery of products/services within a specific unit, geographical area (this may involve travel)
• Monitor and provide feedback on impact of training activities
• Meet all agreed-upon turn around times for deliverables
• Publish report on final batch handover and trainer performance for each batch.
• Coordinate with process excellence (PE) to understand TNI and TNA and ensure there is a rigorous and continuous process around BQ management.
• Publish reports on BQ management process to all stakeholders
• Publish batch performance reports and work on action plans on the basis of LNPS feedback.

Coach and mentor learning professionals/new trainersSkills required:

• =

4 years experience in delivering training and facilitating batches * Experience of delivering, organising and assessing process and product training activity (ideally within the telecommunication sector. The can be voice, chat, back-office, blended or technical in nature)

• Highly energetic and engaging, motivates others in a training situation
• Organised, plans ahead, follows instructions and reliable. Can work with minimal supervision.
• Able to communicate new information clearly to others engagingly and effectively
• Strong communication skills in English, both verbal and written.
• Ability to communicate confidently to large groups of people in a training environment
• Good influence and conflict management skills, has a positive approach
• Ability to build and leverage relationships at all levels
• Self-motivated with a strong passion for learning
• Passionate, enthusiastic and committed to making a difference for the business.
• A strong team player, for whom, the greater success of the team is a key driver
• Honest, trustworthy and demonstrates the highest standards of integrity at all times.
• Role model for leadership behaviours as identified in BT
• Takes ownership and sets a high standard for self.
• Flexible and adaptable
• Effective at decision making, workload prioritisation and project management
• Effective at problem analysis and resolution
• Passion for the customers\' experience and proven ability to drive performance results

Connected leaders behavior:Customer ChampionYou prioritise the delivery of a brilliant customer experience, promoting a \'customer-centric\' environment within your teamChange AgentYou enable change, inspiring others to adopt new things, share ideas and support a culture of progress and advancement.Inspiring CommunicatorI create inspiring messages for stakeholders and teams, linking and explaining programmes of activity and work. I create compelling messages that inspire and influence others to support each other and the business.Experience required:

• Experience in learning delivery or design, including understanding of adult learning principles, using best practices in learning approaches and learning technologies to drive performance

• Experience in identifying, creating and leading smooth business changes.

• Knowledge and experience of programme management best practices, the BT Way and BT standards for Governance, Templates and Deliverables

BT