Responsibilities

• Assisting the SOM to ensure all Red Snapper Learning (RSL) managed training services are supplied on time and to the correct standards, meeting client expectations on every occasion
• Assisting the SOM to ensure all RSL clients and delegates receive a premium service
• Ensuring that quality is consistently maintained, at every stage of the services RSL provides across the RSL product portfolio
• Taking responsibility for ensuring all RSL course material is current, fit for purpose and meets the highest standards
• Internally and externally champion the service delivery and quality assurance function of the business

Specific Responsibilities

• Managing and overseeing the work of business support officers, ensuring their tasks are completed accurately and on time
• Providing guidance, support and development opportunities to direct reports to enhance their performance and career growth
• Conducting regular performance reviews and provide constructive feedback
• Engaging, commissioning and managing course designers/trainers involved in the delivery of RSL managed services
• Attending weekly meetings, chaired by the CSD and RSL team members, to represent the service delivery and quality assurance function in planning, reviewing and future decision-making activity
• Maintaining and improving quality assurance processes to ensure the highest standards of service are met
• Overseeing coordination of scheduling and logistics of training programmes, ensuring that all resources, including trainers, venues, and materials are effectively managed
• Production of project management timelines
• Monitoring daily operations, identifying any issues or bottlenecks, and escalating as necessary to ensure smooth service delivery
• Collaborating with other departments to ensure all operational requirements are met
• Taking responsibility, where tasked, for the costs associated with service delivery and quality assurance outcomes
• Preparing and maintaining accurate records of operational activities, including training schedules, resource allocation and client communications
• Generating regular reports on operational performance metrics for review by the senior management
• Ensuring that all documentation is up-to-date and compliant with company policies
• Developing new products and services to meet the needs of existing clients
• Operating as the point of contact for assigned clients in absence of SOM and RSL team members
• Working with our clients, partners and delivery staff to ensure we continuously deliver the highest standards of service
• Delivering agile implementation strategies in anticipation of successful training programmes
• Managing and personally provide timely response and exceptional levels of service to all enquiries and multiple clients concurrently
• Creating proposals, presentations, contracts and other documentation, in line with relevant department procedures
• Reviewing responses to tenders, Requests for Proposals (RFPs) and other requests with RSL team members

Skills and Qualifications

• Independent and self-motivated
• Analytical and solutions focused
• Good data analysis, planning and organisational skills
• Excellent written and verbal communication skills
• Excellent project and account management skills
• Ability to supervise and develop a small team, fostering a collaborative and high-performing work environment
• High level of accuracy and attention to detail in all aspects of work, including reporting and documentation
• Ability to work in a dynamic environment, adapting to changes and managing competing demands