Multi-talented Client Delivery Manager with strong Project Management Skills and Attention to Detail Summary

Transcription

1 Multi-talented Client Delivery Manager with strong Project Management Skills and Attention to Detail Summary Notion, the UK s leading Business and Executive Coaching company, works out of its funky new offices in the centre of Leamington Spa, and is gearing up for the next level of growth. To support this, we need to bring in a multitalented Client Delivery Manager who has the organisational skills and the attention to detail to ensure that we continue to deliver the highest quality learning experiences to our clients, a key element of our market offer. We have a growing Head Office team and we achieve a very high output; we move quickly (never a dull moment!), and we maintain a cheery attitude. If you re not naturally of a sunny disposition and you like to bring your personal baggage to work, then there probably won t be a fit with the rest of us. We work hard and gain satisfaction from the outstanding feedback we get from our clients. If you struggle with technology, you ll also struggle with us as most of our work relies upon online services such as Video Skype, an online CRM system, an online task management system, an online Webinar service, to name a few. You ll be responsible for orchestrating all aspects of the agreed client delivery on time and to our exacting quality standards. You ll also have to understand the client s requirements, address their changing needs and manage the dynamics of those changes. This means demonstrating an almost anal attitude towards sweating the small stuff to ensure that tasks are managed to schedule and also that nothing slips by you. You ll also need excellent written skills with an eye for detail and excellent grammar, and be articulate too (our clients are senior in business and you should be comfortable speaking with them). You will also need to be proactive in ensuring that all the bases are covered and not be shy in seizing upon the work that needs to be done in order to deliver effectively for the client (rather than waiting to be asked). You ll also be comfortable managing a small team; be able to delegate efficiently and provide leadership to keep projects running on rails. Project management skills and experience would be an obvious advantage here as we manage our programmes though detailed critical path management. What we can offer in return for all of this is a competitive rate of pay, a huge amount of personal development in a dynamic environment, and the chance to grow the role as the business grows further (we re growing fast so there s a lot of opportunity to contribute to our growth).

2 Role Details: The following is a list of the types of tasks and expected output from the role and the rest of the delivery team. It will be your responsibility to see that the entire process runs on rails. Some of these tasks will be completed by yourself and others are for you to manage with the support of your delivery assistant(s): Director and Client Liaison: Work closely with the Senior Client Delivery Manager (based in Shanghai) as well as the Directors of the business to understand the programme requirements for each client and the timings. Ensure communication with Senior Client Delivery Manager, Directors and key Client contacts is up to date and accurate, being proactive in identifying possible issues and helping to resolve them Accompany the Directors on relevant client meetings (via GTM or sometimes in person) to discuss the delivery programme and subsequently manage on-going client relationship throughout the delivery phase Proactively arrange regular review meetings between Directors and ongoing clients at key points within the delivery cycle Capture notes and actions from client meetings and calls into the CRM system and into the task management system as appropriate Communicate directly with our clients concerning their programme delivery, delegate issues, venues, materials etc. Work with Directors to create marketing and selection criteria to help client recruitment to course Proactively block out time with the Directors to get their input into the design and bespoking of the programmes and to ensure the trainers have had a detailed run through with them Internal Collaboration: Liaise with the Marketing Manager to drive forward campaigns to fill our scheduled open programmes Work with our senior Coaches to prepare them for delivery of the programme. Track coach s capacity for future deliveries (understanding their needs) and advise Directors of any issues Have visibility of warm leads and prioritise coach, Director and delivery team calendars accordingly

3 Programme Management: Develop a detailed schedule of work and a critical path to ensure that requirements for the programme delivery will be completed on time (using our task management platform) Become familiar with the structure and content of our course materials and the way in which our programmes are run Monitor and drive training course registrations, cancellations and to resolve participant issues Arrange invoicing and the client Training Contract Engage with senior client stakeholders to diarise stakeholder interviews (using online polling programme and liaising with key Notion trainers) Liaise with our graphic artist to ensure that amendments or updates to workshop materials are perfect (attention to detail essential) Create personalised webpages to host delegate induction information (on our CMS system) Design pre-work, post-workshop feedback, final surveys, accreditation evaluation questions where required Assemble and ensure delivery of all programme materials to each client venue in a timely manner Co-ordinate on-site activities during actual delivery such as recording the sessions, capturing video testimonials, photographing flipcharts etc. Post programme delivery, co-ordinate the compilation of feedback and then work with the Directors to create the reports that can be fed back to clients Review completed programmes, draw out learning improvement points and capture any amendments to materials as necessary Ensure that post-programme support is scheduled and operating as intended Delivery Team Management: Direct and supervise the work of others in the delivery team (as it grows) to continue to guarantee the highest quality delivery to clients Ensure communication and team processes are running on rails and everyone knows what each other is doing Help develop the team to constantly wow the client Conduct monthly 1-to-1s with the team to help scope work and set priorities and explore ways of constantly improving our Client Delivery and working together effectively Create a strong working relationship with the Senior Client Delivery Manager so that you can seamlessly cover each other

4 Other tasks and Project work: Monitor membership of accredited coaching bodies and update if needed Contribute to ad hoc projects to improve company processes and/or support the growth of the company Example expectations for our 1-to-1 coaching: Alongside our training programmes the delivery team also track and manage the executive and business coaching delivery. This includes: Liaising with Marketing Manager and Conversion Team over potential warm leads Keep track of coach/coachee Chemistry Sessions Create/send initial paperwork to new coaching client and arrange invoicing for coaching programme Ensure coach is briefed on contracted coaching programme agenda Track coaching sessions to ensure programme is running to schedule Liaise with coach and coachee to ensure highest level of service and correct paperwork completed Communicate coachee progress to client/stakeholder where appropriate Ensure follow up meetings are scheduled on completion of programme with client/coachee to discuss outcomes and/or potential new work with Directors (or Conversion Team) Issue final client survey on completion of programme and collate general reports quarterly for Notion from across all coaching delivery Desired Skills & Experience: Proven track record in a training delivery or project/programme management role possibly within the training or education sector Understanding of Learning & Development organisations and the processes and procedures for training delivery a bonus Skilled in working on simultaneous projects, reprioritising workloads and planning for delivering to tight deadlines Experience of and confidence in representing their company to clients on the telephone, via videoconference and in actual meetings Skilled at overcoming issues and seeing potential solutions a sensitivity to the client situation would be helpful here Positively support team members to progress actions where necessary and especially under tight deadlines

5 Key requirements: A real passion for achieving high standards and outstanding client satisfaction (we re a service provider, therefore we serve) A sunny and positive can do attitude to life, the universe and everything Top telephone manner well spoken, friendly, professional, quick and confident in speaking with clients on the telephone Confident communicator at all levels with a flexible and open manner Accurate, very detail focused, with good grammar and spelling Strong with Excel and PowerPoint, competent with Word or Mac equivalents Great organisational skills, can stay on top of things and works in a very organised way (probably an MBTI type _ J and a recognised Completer/Finisher ) Good project or programme management skills e.g. critical path management Some experience managing other team members Proactive and self-motivated; Ability to multitask Good at working to tight deadlines and under pressure You should have the picture by now Other information: Candidates open to freelance / self-employed or contract status preferred, although this should not prohibit application. For the right candidate there will be additional opportunities over time for bonuses based on company performance. The company is currently situated in central Leamington Spa. We also have a friendly Labradoodle who sometimes visits the office! We offer a competitive hourly salary, negotiable, dependent on experience. We anticipate the role being full-time albeit with appropriate flexibility where client delivery pressures allow. Hourly rates will be between per hour, negotiable dependent on experience

6 How to get the job: Step 1: Apply online by completing the online application form and short intro video We re looking for you to show us you have the key skills we re looking for Step 2: Attend a video conference interview with our Senior Deliver Manager (who is based in Shanghai) via Skype video, GoToMeeting An informal interview where we can explain the role a bit more, we can get to know you and you can speak to someone who is already rocking in this role Step 3: An informal face-to-face interview in our HO in Leamington Spa with some of the delivery team and complete some short assessments An opportunity for you to spend (up to a day, pending your availability) in the office to get a real sense of the office environment and meet the people you will be working with and managing everyday in the delivery team. While you are here you will also conduct some simple tests that include: MBTI, Belbin, (role and work type assessments) as well as exercises on Excel, PowerPoint and Word to test basic IT skills, and your written ability. Step 4: A final face-to-face interview in Leamington Spa with our Directors This is the final hurdle you are here because you hopefully like us and we like you and we think this could really work. You will be part of a small shortlist at this stage. In this last interview you will be set a task (in advance) directly related to the job that you will present to the Directors for the first 10 minutes and then the rest of the time will be a straight forward interview with a chance to ask all your final questions. Step 5: There isn t one just the job offer! To apply: Please fill in the online application form from: & your short introduction video to: vacancies@notionltd.com Typos and spelling errors will lead to automatic rejection. Call if you have any questions. Closing date: 21st September 2015