Learning and Development Manager - London

07 Nov 2016
05 Dec 2016
Amma owusu-afriyie
Job Type
Full Time

Learning and Development Manager

Our client is a catering and hospitality business who have had strong steady growth over the past 15 years. They have excellent retention at middle and senior management levels and an excellent working culture.

Purpose of the role

Reporting to the Human Resources Director, your role will be to help define and implement a learning strategy that will support our business goals through providing ongoing development to our team members across the UK in order to retain the very best talent.
Key to this role is creating innovative, engaging and inspiring learning and development initiatives that will support our business and people in delivering an exceptional experience for all of our customers.
This role will be responsible for all learning and development initiatives from the research and design of programmes, delivery of training, facilitation of individual or group sessions to one to one coaching. This is a high profile role, operating as an Ambassador for our brands.
Key responsibilities

  • Supported by the Human Resources Director, be responsible for the effective delivery of the Training Strategy, ensuring that all training activities are planned and implemented in line with business objectives
  • Work with all stakeholders to develop training plans for NPD, ensuring they are well thought through with appropriate timeframes
  • Work with the Regional Management team to deliver a comprehensive training schedule ensuring all team members are trained in our core offer consistently
  • To design and deliver a core offer for managers and team members globally
  • Understand the individual needs of our different markets and tailor the training offer accordingly
  • Maintain awareness of learning and development trends in the market to create new learning opportunities
  • Provide supporting training material to give the managers the tools they need in the business to embed the learning on an ongoing basis
  • Nurture and develop a training culture within the division through initiatives such as a Train the Trainer programme. Hold regular retail training meetings with the designated trainers
  • Support team members to develop the skills, competencies and attitudes to learn, to work together and deliver work to the highest standards with accountability, before, during and after the investments
  • Supported by the Human Resources Director appraise the current team and assess where strengths lie and opportunities exist to identify and develop the talent within our business
  • To deliver an annual performance management cycle of half year and annual reviews for all team members
  • Use the information in the review processes to conduct a training needs analysis providing direction for our offer
  • To support the Human Resources team to create and implement development plans in line with the Talent Review and global succession plan
  • To visit retail stores and wholesale accounts to observe service and operational delivery, giving support, modelling great service, coaching and providing solutions to rectify issues
  • To support the auditing of standards across the business and develop refresher training as required by market demand or customer feedback
  • To produce a monthly training metrics report which captures the activities of the training function
  • To measure the effectiveness of the training delivered through monitoring of KPI’s and Mystery Shop results
  • To identlfy and work with third party training providers and consultants to contribute to the learning offer where required
  • Support new launches and other promotional activities at events/conferences

Skills and experience

  • Experience of working within a similar hospitality or Guest Service industry
  • Highly self-aware with strong emotional intelligence
  • Experienced Coach
  • Excellent communication skills – oral, written and a great listener
  • Strong organisational and prioritisation skills
  • High attention to detail
  • Strong influencing skills
  • Ability to work with ambiguity and find solutions
  • Excellent relationship manager
  • A compelling presenter and storyteller