Manager - Training & Quality

3 months ago

Melbourne, Australia Go-Get Data Consultancy Full time

Title - Manager Training & Quality
Location - Melbourne, Australia.
Salary - As per industry standards.

Job Summary
Manager - Training & Quality is responsible for developing and implementation of new hire training, business skilling & quality framework & strategy for the external client that helps manage performance, reduce risk and increase value for the client and FSL.
5-6 years experience in Training & Quality. 2-3 years Telecom experience.
Principal Duties/Responsibilities
Key Deliverables
Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
Proactively identifying trends, producing root cause analysis and providing solutions to ensure quality delivery of business goals
Develop & implement standard quality methodology to include guidelines, policies and procedures for the assigned client
Develop & implement standard training methodology to include guidelines, policies and procedures for the assigned client
Planning and organising training needs for existing and new business
Timely review of Training curriculum through optimisation and implementation of digital learning.
Work with the Operations lead and managers to identify gaps and implement plans to close and improve
Ensure that the QA & training framework is robust and helps in efficiently managing performance
Lead Service Quality team through FSL values and quality principles of Lean & Six Sigma.
Review and present regular management information on quality measures and improvements
Manage and oversee the development of the existing Quality teams
Meet KRA’s as agreed and any that may get added due to business needs
Constructively challenge the organisation to constantly improve operational capability and performance

Capacity Management
Regular capacity review of the team, to ensure equal work distribution and tracking overtime. Manage resources efficiently through peaks and troughs in the business cycle. Develop resource plans and plans for contingencies
Project Management skills
Operations Management/Operational Effectiveness
Champion ‘Excellence and Best in Class services’ for the Customer in the business units and work with teams to deliver continuous improvement opportunities
Relationship management
Work with leaders and managers within the Business to meet client and company objectives and bring in value add
Develops, promotes and enhances a culture of “client first” service to ensure consistent delivery of excellent client service and client retention
People management/ development
Manages the performance of all direct reports through the formal performance management system. Responsible for Succession planning
Lead the quality & Training team to meet all FSL objectives and client goals.
Lead teams to constructively challenge the organisation to constantly improve operational capability and performance
Identifying development needs for both individuals and the team as a whole. Works with concerned partners to optimize training and development opportunities

Required Qualifications, Skills, Knowledge, Experience
Qualifications:
Bachelor’s degree from institute of repute
Additional Certification in Improvement methodologies like Lean and Six Sigma will be added advantage

**Skills**:Should display Solution orientation in their approach
Process, operations management and organisation design orientated. An organiser with strong planning ability and attention to detail
Excellent communication skills, both verbal and written
Proficiency in standard Microsoft packages
Good Presentation Skills
Able to facilitate, coordinate & close loop discussions with specific action plans
Able to make decisions under a high pressure environment and reacts well to challenges in somewhat stressful situations
Knowledge/Experience:
Experienced in dealing with large client Base and Dynamic businesses and is able turn things around in a quick time
Experience in Telecom & Media and first party collections (added advantage)
Knowledge of quality principles and continuous improvement techniques
Knowledge of Six sigma methodology and Lean principles
Experience and knowledge of working in a global service delivery environment

  • Quality Assurance Specialist

    2 weeks ago

    Melbourne, Victoria, Australia AMP - General Full time

    Job SummaryThe Quality Assurance Specialist will be responsible for reviewing and ensuring compliance with regulatory requirements in the complaint resolution process. This role involves quality checking complaints to ensure correct procedures, fair customer outcomes, and alignment with the AMP Complaints letter framework.Main ResponsibilitiesReview and...

  • North Service Centre Quality Coach

    5 months ago

    Melbourne, Australia AMP Full time

    North Service Centre Quality Coach If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking. For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn...

  • Complaints Team Quality Coach-north Service Centre

    5 months ago

    Melbourne, Australia AMP Full time

    Complaints Team Quality Coach-North Service Centre If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking. For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services...

  • Quality Analyst

    2 weeks ago

    Melbourne, Australia AMP - General Full time

    Quality Analyst 12 Month Fixed Term Contract - Location (Sydney, Melbourne or Brisbane) If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking.  For us, these are exciting times. There’s a real potential for big thinkers to...

  • North Service Centre Quality Coach

    5 months ago

    Melbourne, Australia AMP Limited Full time

    If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking. For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even...

  • Delivery Manager

    5 months ago

    Melbourne, Australia AMP Full time

    Delivery Manager If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking. For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into...

  • Pricing Manager

    5 months ago

    Melbourne, Australia AMP Full time

    Pricing Manager If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking. For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into...

  • Adviser Education Analyst

    5 months ago

    Melbourne, Australia AMP Full time

    Adviser Education Analyst If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking. For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our...

  • Assistant Product Manager

    2 months ago

    Melbourne, Australia AMP Full time

    Assistant Product Manager If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking. For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our...

  • Adoption Customer Success Manager

    5 months ago

    Melbourne, Australia Culture Amp Full time

    **Join us on our mission to make a better world of work.** Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and...

  • Commercial Account Manager

    3 weeks ago

    Melbourne, Australia Culture Amp Full time

    **Join us on our mission to make a better world of work.** Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and...

  • Nsc Consultant

    5 months ago

    Melbourne, Australia AMP Full time

    NSC consultant - Be part of a high performing team - Location: Melbourne - 6 Month contract **The opportunity** The North Service Centre is responsible for servicing advisers and clients on the North Platform. The North Consultant role encompasses call centre responsibilities to deliver a superior level of service that consistently meets and often exceeds...

  • Pricing Manager

    5 months ago

    Melbourne, Australia AMP Limited Full time

    If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking. For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even...

  • Customer Success Coach, Enterprise

    5 months ago

    Melbourne, Australia Culture Amp Full time

    **Join us on our mission to make a better world of work.** Culture Amp revolutionizes how millions of employees across more than 6,600 companies create a better world of work. As the global leader in employee experience, Culture Amp empowers businesses to transform employee engagement, develop high-performing teams, and retain talent via cutting-edge...

  • North Service Centre Inspecie Specialist

    4 months ago

    Melbourne, Australia AMP Full time

    North Service Centre Inspecie Specialist If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking. For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And...

  • Performance & Talent Lead

    5 months ago

    Melbourne, Australia Culture Amp Full time

    **Join us on our mission to make a better world of work.** Culture Amp revolutionizes how over 25 million employees across 6,000 companies create a better world of work. As the global platform leader for employee experience, Culture Amp empowers companies of all sizes and industries to transform employee engagement, develop high performing teams, and retain...

  • Performance & Talent Lead

    5 months ago

    Melbourne, Australia Culture Amp Full time

    **Join us on our mission to make a better world of work.** Culture Amp revolutionizes how over 25 million employees across 6,000 companies create a better world of work. As the global platform leader for employee experience, Culture Amp empowers companies of all sizes and industries to transform employee engagement, develop high performing teams, and retain...

  • Enterprise Account Manager

    3 weeks ago

    Melbourne, Australia Culture Amp Full time

    **Join us on our mission to make a better world of work.** Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and...

  • Data Architect

    4 days ago

    Melbourne, Victoria, Australia Culture Amp Full time

    Culture Amp Seeks Data ArchitectWe are seeking a skilled Data Architect to join our team at Culture Amp. As a Data Architect, you will play a crucial role in designing and implementing scalable data pipelines that support the growth of our business.Job Description:About the RoleAs a Data Architect at Culture Amp, you will be responsible for overseeing the...

  • Business Consultant

    5 months ago

    Melbourne, Australia AMP Full time

    Business Consultant - Be part of a high performing team - Location: Melbourne - Initial 9 months contract - Hybrid role **The opportunity** Business Consultant, to play a crucial role in analysing and improving business processes within AMPs wealth product domain. This is contingent contract role working at AMP. **About the role**: - Leading the...