Product Training Manager in United Kingdom

Function: Professional Services

Reporting to: Professional Services Director

Location: Combination of home working, office working and field based Are you our missing ingredient? If you’ve booked a table or hotel room, ordered and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff. What you’ll do To manage and lead a team of departmental product trainers, measuring productivity, performance and activity, whilst developing and growing product training services with existing and new customers to increase training revenue and achieve service excellence.

  Main Duties & Responsibilities

Management

• Provide effective management, coaching and leadership for a team of Product Trainers

• Manage and oversee the development of Product Trainers working in conjunction with the Implementation Manager on the ownership and maintenance of the Systems Implementer/Trainer skills matrix, providing timely effective feedback required

• Supports and coaches Product Trainers undertaking new initiatives and training methods, proactively identifying any opportunities for personal development

• Monitor and manage staff performance, conducting regular reviews and undertaking company PDRs and departmental PDPs

• Manage the induction of trainer contractors, co-ordinating with the Professional Services Management team

• Regular monitoring of expenditure and costs against deliverables and benefits, to ensure the budget for training is closely monitored, controlled and reported

• Establish, deploy and maintain the Professional Services ‘Product Training’ strategy, ensuring training is continually aligned to the company and department strategy 

• To retrieve, collate and analyse timesheets and overtime with production of associated reporting ready for authorisation by the Head of Professional Services 

• To collate and authorise expenses and holidays for trainers 

  General

   

• To co-ordinate, manage and publish the Professional Services resource schedule, with the production of relevant management reporting 

• To provide a professional flexible approach to training and go-live support throughout the UK, by providing appropriate day and evening cover either on-site or at Zonal premises to support and meet customer expectations when required

• Conduct regular reviews of product training and go-live support services, practices, process and quality to ensure that objectives are being achieved

• Works in conjunction with the Implementation Manager and other Head Office functions, capturing NPI and new features content and organise/deliver training for relevant personnel

• Works closely with other Professional Services department managers, to evaluate, plan and implement processes, procedures and systems, ensuring that procedures and processes are adhered to at all times, whilst maximising operating efficiency

• Establish, manage, maintain and review working relationships with internal and external customers, ensuring that training is meeting customer expectations

• Work collaboratively with all stakeholders providing regular updates and frequent communication of services

• Ensure training materials are designed and produced to support product training and is easily accessible

• Produce ROI and management reporting in conjunction with agreed product training targets, KPIs and objectives

    Skills, knowledge & Experience

  Essential

   

• A clean current driving license

• Excellent presentation and communication skills at all levels

• Experience of upselling services to clients operating at all levels

• Ability to make decisions independently

• Experience of partnering with third parties

• People and budget management experience

• Experience in the design and delivery of training initiatives/ programmes

• Dynamic, energetic, creative, proactive; can do thinking

• Leadership; provides and communicates inspiration and clear direction for the team which is in line with the organisation’s goals, mission and values.

• Performance management; manages the performance of others fairly, clearly and regularly, encouraging and supporting the team to achieve high standards.

• Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.

• Customer service; understands and responds to customer needs (internal and external) and exceeds expectations where possible.

• Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clearly, concisely and accurately.

• Problem solving and decision making; analyses information appropriately to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.

• Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company.

• Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work.

  Desirable

   

• Knowledge of e-learning, webinars and blended learning solutions

• Knowledge of cutting edge thinking and the ability to include in training and development design

• Experience of management development and soft skills training

• Formal training qualification

  Context

  The Product Training Manager role is field based and reports to the Professional Services Director and Organisational Development.

  The demanding nature of this role will require flexibility in working hours. Overnight stays and extensive travel will be required where appropriate and occasional weekend work may be required. 

   

  This job description should be regarded as a guideline for the individual job holder, and will be subject to review according to changing circumstances. Other duties within the skills and capabilities of the job holder may be assigned from time to time.

   

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