Role Title: Senior Learning Operations Assistant
Role Overview
The Delivery Operations Assistant is at the heart of ensuring the success of our training engagements by delivering exceptional operational, administrative, and logistical support. This role is outcome-driven, with a clear focus on delighting clients through seamless communication, precise planning, and proactive issue management.
The role holder will support our Directors in ensuring training delivery projects are well-coordinated, internal staff and external trainers are aligned and prepared, and any challenges are identified and addressed early to maintain the highest standards of service. This role takes responsibility for coordinating activity required for a training engagement from the point a client has confirmed they want to go ahead until the final client feedback session is completed. It includes tracking and reporting on key operational and performance metrics throughout that period. The role holder will need to build good relationships with our internal team, trainers, and clients. You will need to be proactive and take ownership to drive tasks to completion – whilst juggling lots of different things each day. Part of this role will require monitoring email inboxes to track & respond to client communications and to schedule client and learner calls and meetings. As a small, fast- growing business, you will also be expected to ‘pitch in’ on internal projects and other tasks as needed to support the growth of the business.
Key Responsibilities
Engagement Support (Projects and Training)
• Lead in orchestrating training engagements to ensure smooth execution and exceptional client satisfaction.
• Lead project planning and coordination efforts, ensuring all training engagements are managed effectively and with precision (starting with routine engagements and ultimately taking ownership for more complex programmes)
• Lead section of our weekly internal meetings relating to the delivery of live cohorts, holding all Team members to account for cohort delivery activities.
Resource Management (including subcontractors)
• Manage resource engagements and subcontractor contracts to ensure timely and quality contributions to training delivery.
• Collaborate effectively with external trainers and subcontractors, ensuring they understand and deliver against their responsibilities, timelines, and deliverables.
Content Management
• Track the organisation, preparation, and distribution of training content, prompting others as necessary, to ensure all materials are ready for each cohort, including digital content, printing (and delivery of printed items to training locations), and other physical learning delivery resources
• Work closely with the Content Manager to ensure content aligns with client needs and is curated on time.
• Enhance content management processes to improve efficiency and accuracy.
Client Engagement
• Lead all logistical and administrative communication with clients to ensure a smooth preparation process for training cohorts.
• Ensure Client Engagement Letters are issued accurately, on time, and reflect the most recent agreements and communications.
• In collaboration with the Sales Lead and Cohort Lead, act as the main point of contact for clients during operational stages, ensuring their expectations are met and exceeded. Prepare post-cohort reports for clients consolidating learner feedback and suggested next
steps
Learner Logistics & Communications
• Manage process for pre-cohort and post-cohort communications with learners
• Track, report, and drive completion of all learner pre-work activities and surveys
• Track, report, and drive completion of all learner feedback surveys
Operational Processes & Reporting
• Manage operational processes to support efficient and successful project delivery.
• Develop and refine operational policies to ensure alignment with best practices.
• Prepare and oversee the generation of operational reports, providing insights into project performance and outcomes.
Digital Tools and Automation
• Execute routine tasks using digital tools and automation to streamline operations and enhance efficiency.
• Contribute to selecting, implementing, and optimising digital tools to improve workflows and project outcomes.
Inbox Monitoring
• Monitors calendar(s) for conflicts, scheduling appointments
• Monitors email inboxes to track and respond to client communications
• Tracks emails in line with agreed policies and ensures timely responses are sent
• Drafts email responses in line with style & tone guidelines
Key Outcomes Expected
• You are always ‘on top’ of all training delivery, knowing which programmes are on-track and which off-track, and proactively ensuring issues are addressed
• All training delivery projects are well-managed, with clear timelines and roles for internal staff and external trainers.
• Clients consistently experience smooth and professional engagements, contributing to our reputation for excellence.
• Proactive identification and resolution of potential issues, ensuring projects stay on track and any disruptions are minimized.
• Internal staff and external trainers are clear on what they need to do and when, supported by clear communication and robust logistical planning.
• Our Director's inboxes and diaries are well coordinated and feel well- supported in general task management and completion.
Key metrics
• Completion rates for pre- and post-cohort delivery checklists
Core Competencies
• This role aligns with our Core Competencies level ‘Base’
1 initially, rising to ‘Good’ with experience (c. 6 months).
Required Skills and Qualifications
• Attitude and mindset are most important – you must be a proactive, high-energy, driven individual able to work independently to build a path in a fast-growing business
• Ability to juggle multiple tasks and ensure no balls get dropped is key
• Strong proficiency with digital tools – using them to drive and improve processes
• Confidence to engage with senior individuals, and the ability to communicate clearly
• Confidence to hold colleagues to account where needed, to ensure your responsibilities don’t get blocked
• Knowledge of training or consulting environments a benefit
• Experience in operations or project management a benefit
Key Attributes
• Outcome-focused, with a clear commitment to delivering exceptional client experiences.
• Ownership mindset, taking full responsibility for ensuring smooth and successful project execution.
• Proactive and solutions-oriented, with the ability to anticipate challenges and address them early.
• Collaborative and team-oriented, with a strong emphasis on clarity and alignment across all
stakeholders.
Role Mindset
Client Focus:
I take ownership of ensuring clients are informed, engaged, and confident at every stage of the training delivery process, through clear communication and proactive problem-solving.
Our Focus
I am curious and actively seek to understand our training programmes, delivery modes, and approaches so I can best support Directors and Trainers.
External Trainer Alignment:
I am committed to providing external trainers with all the tools, resources, and clarity they need to deliver excellent training experiences, ensuring they feel supported and prepared.
Team Accountability:
I hold the internal team to account by setting clear expectations, monitoring progress, and ensuring that everyone delivers their responsibilities on time to achieve flawless execution.
Issue Management:
I proactively identify potential risks and issues early, take ownership of resolving them, and keep all stakeholders informed to maintain smooth project delivery.
Operational Excellence:
I strive for continuous improvement by refining operational processes, embracing digital tools, and ensuring all logistics and administration are executed with precision and professionalism.
