Operations Training Lead

2 weeks ago

Sydney, New South Wales, Australia THE ICONIC Full time

Operations Training Lead
Since 2011, THE ICONIC has redefined the future of retail in Australia and New Zealand.

As the #1 fashion e-commerce destination in the region, our e-commerce platforms (Retail, Marketplace and Services) provide an inspiring and seamless end-to-end customer experience through our own technology innovations.

We stand for benchmark-setting customer service, delivery options, returns policies, and curation of brands.


We are a diverse and dynamic community of over 1,000 people working towards our purpose "To bring on the future of shopping".

This diversity is at the heart of everything we do and gives real meaning in creating a positive impact in the world, from our ethical sourcing and sustainability strategies to our community engagement and diversity.


Operations at THE ICONIC


THE ICONIC Operations team is the heart of our business, busy connecting our products to our customers in the most efficient way.

They are spread across our large Fulfilment Centre, HQ and Production Hub and our expertise covers Inventory, Inbound, Outbound, Training and Customer Delivery Experience.

The Operations Training Team liberates learning across all THE ICONIC Operations Teams and Customer Service and Production.

We work with various stakeholders to help document their processes to drive efficiencies and consistency across Operations while also designing and delivering training in various ways to cater for all learning styles and accessibility preferences.


A bit about the role


Reporting to the Operations Training Manager,
the Operations Training Lead is responsible for collaboratively planning, developing training content, programs and SOPs designed to equip employees with the knowledge and skills they need to perform their jobs effectively.

This role works closely other members of the Ops training team along with the Operations, Customer Service and Production teams and Leaders to deliver training according to the agreed schedule & ensure that all employees are provided with a great learning experience.


What you will do

  • Develop and deliver on time training content according to the agreed training schedule
  • Accountable for developing, implementing, and reviewing Standard Operating Procedures (SOPs) for the stakeholder groups, working closely with internal stakeholders e.g. Health & Safety and Operations Excellence to ensure all employees and all processes are compliant with our obligations as an Employer.
  • Responsible for organising regular training and development of my stakeholder groups, ensuring that all employees are adequately trained in all aspects of their jobs.
  • Maintain great relationships with stakeholders and working closely with leaders to identify and meet the team's learning and training needs. This includes meeting regularly with the Leaders to provide updates on training and gain feedback on current practices and where support is needed.
  • Lead a team of Training Coordinators, providing advice and guidance on best practice for SOP development and training facilitation.
  • Responsible for ensuring all new employees within the groups are on boarded and trained to perform their duties. This involves organising onboarding sessions, facilitating training and working with relevant stakeholders to review and update onboarding materials.
  • Recommend and implement changes to training programs based on feedback from employees who have completed the programs.
  • Work closely with the Workforce Planning team to coordinate training schedules for employees, ensuring that sufficient employees are available for all work shifts while also ensuring we have enough employees trained to meet business needs.
  • Proactive and always look for ways to improve the SOPs and training delivery, keeping health & safety, efficiency and quality front of mind.
  • Maintain the training matrix for the groups and identify gaps in training for employees and work efficiently to close these gaps.
  • Responsible for ensuring the maintenance of training and assessment records.
  • Facilitate online and facetoface training solutions.

What we are looking for

  • 4 to 5 years' experience in a similar role.
  • Experience in documenting and training on operational processes
  • Experience in developing and delivering content for adult training programs.
  • Ability to understand different learning styles and learning abilities and adapt approaches to suit the needs of various stakeholders.
  • Fluent in elearning design software.
  • Capable of developing learning plans and strategies and implementing them.
  • Strong stakeholder management and communication skills, including verbal, written and visual.
  • A confident multitasker and enjoy working in a fast paced environment.

Life at THE ICONIC
From our ways of working to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it People are our greatest asset and our ICONITE experience is designed

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