Investment banking


Release to service manager

16 January England - City and Borough of Leeds, Leeds Temp

Roles and Responsibilities

Build and establish relationships with senior customers/clients to support the design and delivery of learning. Providing leadership and working through others to enable a smooth transition into the Service Centre. Ensuring high levels of customer service by:

* Work closely with Business Learning Partners, Learning and Development teams and Programme Managers to build a learning plan for the year and implement.
* Ensure processes are followed by Business Learning Partners and other Learning contacts
* Work with wider project team to operationalise new content, ensuring it is complete and fit for purpose once accepted into Service Centre
* Be the link between Learning & Development and the Service Centre on new topics and ensuring internal project management processes and methodologies are adhered to in order to enable successful release to service of the product
* Willing and able to respond positively to demand and stretching tasks; bouncing back from any setbacks
* Communicating effectively with the Service Centre in order to ensure joining instructions, facilitators and room bookings are sent out and booked to an agreed timeframe
* Deliver effective handover to the Service Centre team and be the escalation point of any issues
* Identification of opportunities for improvements to processes and techniques, championing a client service culture
* Provide potential solutions to fill gaps in processes/staff knowledge
* Maintain the integrity of the client data
* Build and maintain relationships with customers through regular meetings/calls
* Actively protecting the customer's interest at all times in complying with statutory regulations and legislation

Oversee day to day client relationship activities to provide high level of customer care:

* Ongoing relationship management with clients to ensure smooth design, quality assurance and running of topics/programmes.
* Be able to link in other members of the team when applicable e.g. further opportunities, a need for MI

Qualifications and Skills

* Strong analytical and problem solving skills and the ability to use information to generate creative solutions
* Good stakeholder management and relationship building skills
* Significant attention to detail, a logical approach and the ability to meet difficult deadlines within due process
* Anticipates when others need support and offers help
* Intermediate excel skills to include pivot tables, vlookups and charts
* Strong communication and stakeholder management skills
* Awareness of relevant legislation, procedures and processes
* Competent level on Microsoft Office tools i.e. Word, PowerPoint

Experience and Background

* Demonstrable experience in operational delivery, providing high levels of customer service
* Active interest in Learning and Development
* Extensive stakeholder management