Quality & Capability Manager
AA Insurance
Auckland , Central , NZ
4d ago

The role :

This is a newly created role in our CX and Channel Delivery team within the Roadside Solutions division. We are looking for a leader to provide excellent people development, sales and product learning to enable the frontline to deliver superior customer and business outcomes.

While responsible for traditional training programme delivery and instructional design, you will work with different business units to ensure CX and Channel Delivery training is aligned, particularly those relating to compliance, induction, values and behaviours.

Your key responsibilities in this role will include :

  • Design and deliver training programmes that are relevant and focused to the needs of our frontline people
  • Integrate and execute learning solutions to enable campaigns, promotions and business initiatives
  • Develop a learning roadmap with learning solutions that proactively upskill and broaden employee knowledge of core product, sales and service for CX and Channel Delivery function within Roadside Solutions
  • Support the business function with change management programmes such as technology modernisation and Omni-channel implementation
  • Create and manage the process of mapping and understanding the Capabilities of our frontline people
  • Work collaboratively with the Workforce Management Team and Contact Centre Team Managers to create staggered and flexible learning paths for end-to-end competency
  • Collaborate with PX Organistional Capability stakeholders to ensure Roadside Service Channel Delivery departmental training is aligned to Association's vision and goals
  • Manage the integration and execution of initiatives ensuring that learning solutions are 'fit for purpose' to introduce new services and solutions and enable our frontline staff deliver great customer experiences
  • Provide leadership and direction to direct reports and work effectively with all key stakeholders
  • Set structured plans, objectives and KPIs for all direct reports
  • Identify performance gaps and develop actions plan to manage non-performance
  • Build positive working relationships with peers, direct reports, internal and external stakeholders to achieve successful business outcomes
  • Represent Roadside Service Channel Delivery function with stakeholders (internal / external), suppliers and customers when required
  • Skills and Experience required :

  • Relevant tertiary qualification (preferred not essential)
  • 5+ years' experience in a relevant management role
  • Instructional design skills - familiar with best practice instructional design models
  • Familiar with Learning Management Systems
  • Experience with NZQA Unit Standards
  • Familiar with e-learning content creation skills
  • About us :

    For over 110 years we've been helping kiwis on their adventures. We've become a trusted partner to our Members, who are at the heart of everything we do.

    And, as one of New Zealand's most enduring brands, we've become a permanent feature of our cultural landscape.

    Our people are talented, naturally curious and love to ask 'what's next?' This means that here at the AA you'll be surrounded by proud, passionate people who love a challenge, work as one and enjoy our unique team spirit.

    If you want to be part of an inclusive team that promotes collaboration and innovation, then apply NOW!

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