Senior Training and Development Manager (7 Month Mat Cover FTC)

- Contract dates - (7th May - End of December) 

- Location: Hybrid London HQ Role

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

About the role:

The Senior Training and Development Manager is responsible for managing a team of training managers and specialists, to design and maintain our onboarding programme for agents, and deliver learning initiatives to drive customer and agent experience globally, for all three sides of our marketplace. Working with our Operations, Product, and Service Excellence partners, you will identify training needs, continuously develop and deliver a strong onboarding and change management learning programme, lead on the design, strategy and execution of our Learning Management System (LMS), and advocate for the ongoing development of our agents through continuous improvement learning activities to ensure outstanding customer service delivery.

What you’ll be doing

• Develop and execute our agent training and development strategy for all sides of the marketplace
• Define our LMS and elearning strategy, taking full ownership of the design, execution and management of our Learning Management System

Lead the team to create, maintain, and own all training content across all markets. Provide guidance and support to the team in training design and implementation, ensuring training content is being created and delivered according to our training design requirementsManage the team’s workload and the department training request process, ensuring requests are prioritised effectively and completed according to business deadlines  

• Manage our onboarding training programmes, ensuring all content is kept up to date, information is correct and the program is being adopted across all training teams 
• Measure and report on the performance and effectiveness of our training programmes and teams 
• Conduct regular audits and assessments of internal and outsourced teams to ensure compliance with established training programmes
• Manage relationships with our in-house and outsourced training teams, ensuring training deadlines are met and team feedback is captured   
• Execute regular training needs analysis to ensure we deliver continuous improvement training activities to meet our company and departmental goals. 

Requirements

• 2+ years experience as a Learning and Development manager, designing and managing training programmes, preferably within a contact centre environment.
• 1 year + experience in a people manager role.
• Experience of managing a learning management system and setting an elearning strategy is essential.
• Strong project management skills and attention to detail is essential.
• Solid understanding of training design and delivery methodologies, with CIPD certifications desirable.
• Creative and action oriented individual, with experience of leading large scale L&D projects which improve agent performance and customer experience
• Strong analytical, written and verbal communication skills, to clearly present ideas, theories, and projects to senior management and operational teams.
• Proven experience of working cross-functionally on a global scale or in a complex, fast paced environment.
• Working proficiency in a second language is desirable.

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but We offer many benefits in areas including healthcare, wellbeing, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country specific, please ask your recruiter for more information.