Operations Policy & Training Manager
As the Operations Policy & Training Manager you will lead coordination of policy work – both day to day management and project work – and communication within the Customer Services Directorate; and be responsible for the learning and needs of operational teams You will need to work hand-in-hand with colleagues in the corporate Policy Team, and Employee Experience Team – responsible for learning and development across the whole organisation.
A key element of the role will be to oversee the regulatory and operations-specific training needs of frontline colleagues in the Customer Services Directorate, ensuring regulatory compliance and high-quality skills for service delivery. You will support two Skills & Training Leads to prioritise training needs and areas for investment; manage stakeholder relationships; and connect back to other areas of the organisation.
For full details please view the job description on our careers page.
What you'll need to succeed
This role is crucial to the success of our people so extensive experience in the development and roll-out of operational policies, procedures, and guidance is essential. You will have experience of developing training programmes, packages, or strategies; and in delivering training. You will also be experienced in identifying and implementing service or process improvements that have a meaningful and measurable impact on customers.
As a people manager it is also essential that you can take an enabling approach in your work, focussing on how your role and responsibilities enable the wider directorate to work effectively and successfully.
Our organisation was built on a simple mission – to give people a safe, secure, and affordable home. That is as true today as it was in the 1950’s, when our founder Molly Huggins established on organisation to provide homes for Windrush migrants in London. Our core purpose I that “everyone should have a home and the chance to live well” To fulfil this vision, we work with partners to make our neighbourhoods – new and old - sustainable and vibrant places, where our customers want to live. We put people at the heart of everything we do and to guide is in every decision we make. Through managing more than 57,000 households we work at a scale that means our actions to achieve this have real impact.
During 2021, to achieve this we are changing the way we work with our housing customers. Our new Right Side Up approach means the customer is at the centre of what we do and they will know who to speak to in order to resolve their housing issues. Housing teams will be more present in the community and will own that customer relationship. Our community-based housing colleagues will be supported by experts across the rest of the organisation – helping them to consistently provide reliable advice and support.
We firmly believe that by serving people better every day, we will support a healthier, better cared for, and more prosperous society in the future. Like our founders before us, we will leave a lasting legacy for future generations. Our colleagues are crucial to our success in achieving this. Therefore, we are committed to investing in colleagues and creating the opportunity for them to develop. Our working environment has been designed to be one that brings out the very best in people.