Skills North East
Operations Manager
Newcastle upon Tyne
Posted about 21 hours ago
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Summary of Main Responsibility
To provide support, direction, and management of Apprenticeship & ALL Tutors, ensuring they deliver an outstanding learning experience to learners and their employer.
The Delivery Manager will play a key role in providing guidance and coaching to Tutors, ensuring performance targets are met and individuals are enabled and empowered to optimize their full potential.
Principal Accountability
- To manage a team of apprenticeship & ALL tutors ensuring they reach all set targets, supporting them in all aspects of the role.
- To be the first point of contact for apprenticeship tutors with day-to-day operational queries.
- Monitor adherence to programme KPI’s, ensuring effective and efficient delivery, working with wider departmental teams to ensure quality and compliance expectations are met.
- Use MI data / BUD MIS system to track learner progression and achievement.
- Use and support technology-enabled learning solutions to ensure apprenticeship tutor ratios can meet the Business Plan.
- To provide reports to the Board in respect of the overall performance of the apprenticeship team.
- Caseload manage apprenticeship tutors and link in with the senior leadership team.
- Actively use learner progression reports by managing all team members diligently.
- Attend and contribute to monthly account management reviews with sales team members and employer to discuss performance.
- Ensure all direct reports have Personal Career Development Plans in place and receive regular performance and feedback conversations.
- Ensure the team are continually trained and developed.
- Champion continuous improvement initiatives with the team.
- Carry out support visits with staff (both remotely and in person) to ensure training delivery is to the required standard and provide support and development plans to address any shortfalls.
- Work with Quality and Administration teams to ensure compliance with SLA at all times.
- Provide monthly one-on-one review sessions with direct reports.
- To champion the company values in all that we do and deliver.
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Competencies
- Leadership and Experience – demonstrate professional competencies and experience in line with role expectations.
- Managing Self and Others – the ability to take responsibility for own or employees’ performance, by having objectives and expectations, tracking progress against objectives, giving timely feedback, and using performance management structure.
- Working Together – we form positive, professional, and trusting relationships to deliver business objectives. We create an inclusive environment, encouraging collaboration to build effective and engaging partnerships.
- Customer Focus – focused on delivering excellence through the delivery of exceptional customer service with the ability to demonstrate this for both external and/or internal customers.
- Managing Change – ability to embrace and demonstrate organisational change. To support, sponsor, and implement organisational change; helping others to successfully manage organisational change.
- Communication and Influencing – the ability to plan and deliver timely communications that make an impact. With the ability to gain others support for ideas, proposals, projects, and solutions.
- Results Orientation – ability to focus on the desired result of own or others work, setting and managing challenging objectives, focusing effort on the objectives and meeting or exceeding them.
- Commercial Awareness – ability to understand what makes a business or organisation successful and how your actions can impact on the success of the business. The ability to understand the organisation’s competitive position by being aware of the market and industry trends, existing and potential customers.
- Fostering Innovation – ability to propose, develop, sponsor, or support the introduction of new and improved methods, service products, procedures, or technologies.
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Qualifications & Experience
- Experience of managing and leading teams.
- Five years’ occupational experience in a relevant sector.
- Significant experience of providing one-on-one coaching sessions and group training delivery.
- 12 months’ experience of using learning platforms.
- Significant experience of supporting learners using a blended approach of face-to-face and remote support.
- Understanding and knowledge of new apprenticeship standards.
- Learner-focused with a proven track record in supporting their achievement, retention, and motivation.
- Experience of delivering apprenticeship standards.
- Experience of supporting employers to work with apprenticeship standards.
- Experience of working with endpoint assessment organisations.
- Ability to support learners to develop their digital skills.
- Functional Skills in English and maths at a minimum of Level 2.
- IT Functional Skills Level 2 minimum.
- Full, clean UK driving license.
- Commitment to own continuous professional development.
- Microsoft experience – Excel, PowerPoint, Outlook.
- Experience of using MIS platform – BUD to manage own and others performance.
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Skills
Leadership
Coaching
Performance Management
Customer Service
Change Management
Communication
Results Orientation
Commercial Awareness
Innovation
Digital Skills
Training Delivery
Apprenticeship Standards
Learner Support
Team Management
Data Analysis
IT Skills