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Role Overview
To support the evolving product portfolio and the needs of our customers, the role is also accountable for the development of a suite of materials designed to increase the knowledge of CIC agents. Using all resources from across the business, the role holder coordinates training syllabuses, structures the development and creation of suitable materials, and oversees the planned delivery into the CIC environment. This work is coordinated closely with the CIC Governance and business lines, but also connects to evolving business strategies. This is particularly relevant in today's fast-moving world and new sales models.
The CIC environment for the NSC is ‘powered by knowledge’ and the role holder plays a pivotal role in ensuring our customer-facing touchpoints are perfectly positioned to represent the BMW and MINI brands in the way we expect. This knowledge supports the continuous improvement of process, quality, and the delivery of business objectives.
Key Accountabilities
- Understand and Build Training Material: Alongside the CIC Governance and Management structure, external CIC providers, and software providers, understand, and build training material for all department procedures, work instructions, and user guides to ensure agents understand the correct process to implement their job role.
- Oversee Technical/Coding Design: Oversee the technical/coding design and creation of Digital eLearning for deployment to CIC associates, using the most relevant and most appropriate software tool to develop and deliver training.
- Guide Technical Development: Guides and steers the technical development of learning videos, including recording, editing, and enabling the finished product for use by associates to BMW Corporate identity standards.
- Continuous Research: Continuously research and keep up to date on new training technologies and techniques and, where relevant, present cost benefits analysis to key stakeholders to deliver the needed change.
- Match Design-Led Learning: Match design-led learning the competency and team profiles within the CIC & BDC to evolve alongside customer needs, using innovative approaches such as face-to-face, digital, virtual, and self-learning.
- Generate Efficiencies: Generate efficiencies by knowledge sharing in close collaboration with the BMW Group Academy in the UK and BMW AG.
- Collaborate with SME’s and PMQ Project Teams: Working with NSC SME’s and PMQ project teams to ensure that Training is considered and developed as part of every CIC/BDC implementation, to ensure no knowledge or delivery gaps to customers.
- Design, Develop and Maintain Operations Training Library: Design, develop, and maintain the Operations training library so that the content remains accurate, adequate, and up to date.
- Work with Customer Process and Training Manager: Work with the Customer Process and Training Manager to identify training and development needs within the Operations teams through job analysis, QA output, planned project deliverables, and Associate appraisals.
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Impact on Innovations and Changes
- Lead Development of Innovative Training Delivery: Lead the development of innovative training delivery to the CIC, BDC, and Operational areas.
- Support Product Enhancements: Work with Product Owners to support product enhancements and project delivery by developing and delivering training material as required to the Associates/provider training.
- Collaborate with Project/Product Teams: Work in collaboration with Project/Product Teams, SME’s, Process Owners, and Process Specialists to keep all training material up-to-date.
- Utilise Quality Assurance and Operations Reporting: Utilise Quality Assurance, Operations reporting, and Customer Insights to identify opportunities to refine the training approach to improve customer outcomes.
- Incorporate Industry Knowledge and Best Practice: Actively obtain industry knowledge and best practice from external sources. Look to incorporate such best practice into the NSC training landscape.
- Propose Improvements and Drive Changes: Actively look for where strategies are performing sub-optimally, proposing improvements and driving the required changes through to completion.
- Seek Innovative Methods and Best Practices: Consistently seek out innovative methods, best practices, and efficiencies to support the most appropriate use of resources across human, automation, and AI interfaces.
Purpose and Subject of the Interaction/Communication with Internal/External Interfaces, Negotiating Mandate
- Ensure Project Related Topics Progress Smoothly: Ensure all assigned project related topics are progressed and run smoothly.
- Attend Meetings with Key Stakeholders: Attend meetings where appropriate with key stakeholders.
- Support Internal Stakeholders: Support internal stakeholders in the design, development, and delivery of BMW-owned training and process materials, embedding ongoing accountability for output, feedback, and support within the line function.
- Agree Learning Outcomes: Agree learning outcomes for the business area to constantly enhance service excellence.
- Collaborate with Governance Structure: Collaborate with governance structure to ensure the Service Providers are adequately trained to achieve the contractual KPIs and meet all regulatory obligations, whilst keeping an eye out for ‘blindspots’ in delivery.
- Maintain Dialogue with Compliance and Legal: Maintain dialogue with Compliance and Legal to ensure that regulatory and audit requirements are embedded effectively, consistently, and accurately in training materials.
- Direct Vendors and Training Specialists: Direct vendors and training specialists to deliver on the needs for the business.
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Educational Background / Professional Knowledge and Experience / Other Skills
Education
- Ideally a degree level or equivalent, recognised qualification in Training Design and Delivery.
Work Experience, Leadership Experience
- Relevant work experience in a Training design & training delivery both virtually & face-to-face.
- Demonstrated ability to manage and influence teams and/or people at all levels of the organisation.
- Extensive knowledge of the Automotive and customer services industry.
Additional Skills: Special Skills / Technical Ability etc.
- Automotive experience.
- Creativity and ability to think strategically, to look outside the normal boundaries.
- Understands and can communicate the linkage between strategy and tactical execution.
- Microsoft Office skills particularly in Excel and PowerPoint.
- Highly organised; willing and able to prioritise.
- Strong written and verbal communication skills.
- Excellent networking skills.
- Ability to manage stakeholders’ expectations, and to identify and achieve mutually beneficial outcomes.
- Good grasp of change management, in theory and in practice.
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Skills
Training Design
Training Delivery
Project Management
Stakeholder Management
Communication Skills
Automotive Knowledge
Change Management
Digital Learning
Video Production
Quality Assurance
Process Improvement
Collaboration
Research Skills
Organizational Skills
Networking Skills
Creativity