To support the evolving product portfolio and the needs of our customers, the role is also accountable for the development of a suite of materials designed to increase the knowledge of CIC agents. Using all resources from across the business, the role holder coordinates training syllabuses, structures the development and creation of suitable materials, and oversees the planned delivery into the CIC environment. This work is coordinated closely with the CIC Governance and business lines, but also connects to evolving business strategies. This is particularly relevant in todays fast-moving world and new sales models.
The CIC environment for the NSC is ‘powered by knowledge’ and the role holder plays a pivotal role in ensuring our customer-facing touchpoints are perfectly positioned to represent the BMW and MINI brands in the way we expect. This knowledge supports the continuous improvement of process, quality and the delivery of business objectives.
Key accountabilities of the function
(pls. Use suitable verbs as agree, verify, operate, support, prepare, decide, etc.)
- Alongside the CIC Governance and Management structure, external CIC providers and software providers, understand, and build training material for all department procedures / work instructions / user guides to ensure agents understand the correct process to implement their job role.
- Oversee the technical/coding design and creation of Digital eLearning for deployment to CIC associates, using the most relevant and most appropriate software tool to develop and deliver training.
- Guides and steers the technical development of learning videos including recording, editing, and enabling the finished product for use by associates to BMW Corporate identity standards.
- Continuously research and keep up to date on new training technologies and techniques and where relevant, present cost benefits analysis to key stakeholders to deliver the needed change.
- Match design-led learning the competency and team profiles within the CIC & BDC to evolve alongside customer needs, using innovative approaches such as face to face, digital, virtual & self-learning
- Generate efficiencies by knowledge sharing in close collaboration with the BMW Group Academy in the UK and BMW AG.
- Working with NSC SME’s and PMQ project teams to ensure that Training is considered and developed as part of every CIC/BDC implementation, to ensure no knowledge or delivery gaps to customers.
- Design, develop and maintain the Operations training library so that the content remains accurate, adequate and up to date.
- Work with the Customer Process and Training Manager to identify training and development needs within the Operations teams through job analysis, QA output, planned project deliverables and Associate appraisals.
Impact on innovations and changes
(What is the expected extent of change of a function in terms of processes, systems, etc.?)
- Lead the development of innovative training delivery to the CIC, BDC and Operational areas
- Work with Product Owners to support product enhancements and project delivery by developing and delivering training material as required to the Associates/provider training.
- Work in collaboration with Project/Product Teams, SME’s, Process Owners and Process Specialists to keep all training material up-to-date.
- Utilise Quality Assurance, Operations reporting and Customer Insights to identify opportunities to refine the training approach to improve customer outcomes.
- Actively obtain industry knowledge and best practice from external sources. Look to incorporate such best practice into the NSC training landscape.
- Actively look for where strategies are performing sub optimally, proposing improvements and driving the required changes through to completion.
- Consistently seek out innovative methods, best-practises and efficiencies to support the most appropriate use of resources across human, automation and AI interfaces.
Purpose and subject of the interaction/communication with internal/external interfaces, negotiating mandate
(e.g. What is communicated how to whom?)
- Ensure all assigned project related topics are progressed and run smoothly.
- Attend meetings where appropriate with key stakeholders.
- Support internal stakeholders in the design, development and delivery of BMW owned training and process materials, embedding ongoing accountability for output, feedback and support within the line function.
- Agree learning outcomes for the business area to constantly enhance service excellence
- Collaborate with governance structure to ensure the Service Providers are adequately trained to achieve the contractual KPIs and meet all regulatory obligations, whilst keeping an eye out for ‘blindspots’ in delivery.
- Maintain dialogue with Compliance and Legal to ensure that regulatory and audit requirements are embedded effectively, consistently and accurately in training materials.
- Direct vendors and training specialists to deliver on the needs for the business.
Educational Background / Professional Knowledge and Experience / Other Skills
Education
Ideally a degree level or equivalent, recognised qualification in Training Design and Delivery.
Work experience, Leadership experience
Relevant work experience in a Training design & training delivery both virtually & face to face
Demonstrated ability to manage and influence teams and/or people at all levels of the organisation
Extensive knowledge of the Automotive and customer services industry.
Additional skills: special skills / technical ability etc.
Automotive experience
Creativity and ability to think strategically, to look outside the normal boundaries
Understands and can communicate the linkage between strategy and tactical execution
Microsoft Office skills particularly in Excel and PowerPoint
Highly organised; willing and able to prioritise.
Strong written and verbal communication skills
Excellent networking skills
Ability to manage stakeholders’ expectations, and to identify and achieve mutually beneficial outcomes
Good grasp of change management, in theory and in practice