L&D Leadership & culture :
You are responsible for fostering a culture which thrives on doing the right thing for our customers, colleagues, programs and business teams, taking ownership for your actions and working together to help drive engagement and performance across your respective operational unit (OU).
Empower team to drive performance through high levels of creativity, innovation and practicality.
Show leadership which supports people across L&D to operate to their Super-Powers.
Personal responsibility for your own continuous learning & development to ensure you are a role model for L&D (for your teams and for the business).
Develop a strong professional network of connections on social networks like twitter, pulse, Facebook, LinkedIn with whom you interact and learn from on a continual basis and which you regularly review to ensure they bring you value.
Able to connect the dots between new resources / technologies / practices and ideas you have encountered with improving performance and engagement across your OU or across EU5.
Regularly share resources, ideas and practices ensuring a standardized approach across EU5, taking a holistic view, engaging our global, HR Teams.
You solve performance challenges by finding the appropriate resources in suitable formats.
Promote L&D solutions and capabilities to internal customers & stakeholders and get their buy in.
Ensure the end to end delivery roadmap is communicated and stakeholders are fully engaged.
Ensure all partner sites are fully set up and supported to deliver all internal learning solutions.
Work alongside capacity planning and operations, attending prioritization calls to ensure that we are managing the headspace of our learners in the most productive way.
Ensure partner sites have the right material and support to ensure we deliver a seamless learning and customer experience.
You are responsible for implementing, managing and developing your team members, and continue to hire and develop the best.
The connections plan ensuring your people feel supported, valued and inspired.
The performance & development plan focusing on ensuring your team is always at their best, have clear objectives / goals, are accredited to deliver learning and are continuously developing their skills.
The career and talent management plan focusing (please ensure consistency with other sentences) on creating opportunities and planning for succession.
The communications plan ensuring your team is always informed of, and up to date with business and L&D priorities.
You are responsible for implementing and managing.
A clear resource and delivery plan ensuring we have the right resources available and skilled to deliver against the demand plan (in line with EU prioritization).
A performance improvement plan, focused on supporting learning on the operational floor.
A tactical solutions plan working closely to support the operation in the design of these solutions.
A stakeholder engagement plan focusing on growing and managing key relationships including Recruitment, HR, Capacity Planning, Operations, ACES, EU CS L&D team, Global learning team, and EU Support Services.
Effective delivery of structured / formal L&D solutions e.g. New-Hire, behavioral (soft skill) training as well as refresh training for tenured CSAs, training for new products and / or services within your allocated area.
Effective facilitation of performance improvement learning initiatives on the floor this could be through workshops or side by side support to mention a few.
Design and development of operational (tactical) solutions utilizing a range of multi -media tools, working alongside the instructional design team, and build the related implementation plan.
Ensure all training content developed adheres to the agreed standards, authoring and localization guidelines, creation and review processes and procedures set.
Ensure the appropriate learning content is fully up to date and fit for business purpose.
Ensure all training content created is reviewed and measured against our design standards to ensure it is of the highest quality.
Effective preparation prior to delivery ensuring you have a constant focus on continuous improvement feeding learnings, observations and suggestions back into the learning cycle as is appropriate.
Ensuring you create an effective learning environment with the right tools and systems in place to support effective learning.
Ensuring you have a clear self-development and upskilling plan to help you be at your very best, update with the latest learning delivery strategies and techniques and further develop yourself.
Ensure that you are able to use a variety of learning methodologies, techniques, concepts, learning tools, technologies and practices to ensure the maximum effectiveness of learning and facilitation objectives.
Ensure that you always act as a role model and create a positive and professional learning and facilitation experience that learners can aspire to.
Ensure that the delivery of learning is being evaluated where appropriate and the
Bachelor Degree and relevant professional qualification in HR / L&D / Talent / OD
Proven relevant management experience in implementing and delivering operational plans.
Extensive experience in managing and leading (virtual) teams in a fast paced environment.
Experience in implementing performance improvement learning activities both in formal and informal settings.
Strong stakeholder management skills / style with proven ability to influence decisions at every level.
Strong experience in managing and implementing people performance and development plans.
Proven experience in the delivery of effective people engagement plans.
Extensive experience in managing learning demand and resource plans.
Experience in working with business targets and developing solutions to positive impact.
Experience in the latest learning solutions.
Fluent in French, with good level of English (written and spoken)
Customer Service Industry & telecommunications.