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Job Description
The Learning & Development (L&D) Business Partner will be required to assist in providing an effective, consistent and proactive L&D training function to Operational and Support Managers across the Global EMEA Region
ORGANISATIONAL DEVELOPMENT
- Design, develop and deliver blended training interventions across the Global EMEA Region, by effectively using a variety of traditional and technological methods/media, in line with Business needs
- Undertake appropriate training and development needs analysis for the locally assigned site(s)
- Design and deploy the L&D Plan, aligned to business needs
- Support the implementation of Global/Corporate L&D programmes to the Global EMEA Region
- Provide functional L&D expertise and share best practice with L&D representatives across the Region to ensure consistent and effective implementation of L&D initiatives
- Address ad hoc training needs identified for SYKES managers in conjunction with relevant line managers
- Support the performance review process by providing guidance and expertise on system utilization to relevant colleagues in the Region, compiling relevant reports as required/requested, and utilizing performance review data for the identification of training needs for relevant staff
- Act as coach, facilitator and L&D subject-matter expert to the Business
- Support succession planning process at Mid Level Leader and Front Level Leader through succession programmes, including assisting in the identification and development process of potential leaders.
- Support recruitment activities by playing an active role in the running of Skills Assessments for various non-Agent roles
- Own and manage Regional L&D projects in line with Business needs and as agreed with Regional L&D Management, when appropriate.
COMMUNICATION
- Maintain stakeholder relationships across the locally assigned site and the wider Global EMEA Region
- Liaise, develop relationships and communicate regularly with education and learning establishments as well as relevant internal and external parties
- Offer support to relevant line and senior Ops and Support managers, across the Region to ensure that learning & development is executed to standard.
- Record and report on data gathered from trainees/L&D projects and activities.
PLANNING & ORGANISING
- Ensure that all necessary training equipment and facilities are booked and prepared when required
- Ensure that all training documentation is administered effectively
- Constantly evaluate, update and improve all training (content) provided to relevant SYKES employees
- Provide regular reports on training activity to the L&D Manager.
- Advise on Regional training plans to meet identified performance gaps.
- Anticipate and identify current and future L&D requirements
- Utilise relevant L&D and performance management systems including SYKES learning Management system (LEARN) and personnel systems (Enable), competently and regularly as required.
WORKING TO OBJECTIVES/ RESULTS ORIENTATED
- Ensure that the L&D function is adding value to the Region and that objectives are aligned with business requirements
- Provide and interpret relevant L&D data that assists in driving performance and/or behavioral change.
Job Requirements
ESSENTIAL
- A successful facilitator with strong coaching skills
- Proven track record in training environment
- Ability to work in a fast-paced, dynamic and often pressured environment
- Ability to establish credibility quickly
- Ability to influence at all levels within the organization
- Excellent planning & organizational skills
- High attention to detail
- Team player, internally motivated self-starter
- Excellent written and oral communication and presentation skills
- Takes personal accountability and drives continuous improvement
- Computer literate with an excellent working knowledge of Word, Excel, and Outlook
- Proven track record of delivering tangible results
DESIRABLE
- Learning and Development or Training qualification.
- Experience of working in a multicultural, commercial business (preferable Contact Centre) environment
- Experience of developing and delivering blended development solutions
- A basic knowledge of HR processes and procedures
- Experience creating E-Learning and working with authoring applications would be an advantage
- Experience of implementing and managing assessment and/ or development centers
- Experience of implementing and managing succession planning process