Caroline Owen Email and Phone Number

The Head of Knowledge Management and Volume Learning is responsible for influencing and delivering the strategy to ensure that our knowledge management and volume learning capabilities drive the best possible customer experience, this includes leading our team of Knowledge Management and Learning specialists.Delivering a high performing service to meet existing client requirements and offering an attractive proposition for new clients whilst leading our teams of Knowledge Management and Learning specialists.

The Head of Knowledge Management is responsible for influencing and delivering the strategy to ensure that our knowledge management capabilities drive the best possible customer experience, this includes leading our team of Knowledge Management specialists.Delivering a high performing service to meet existing client requirements and offering an attractive proposition for new clients whilst leading our team of Knowledge Management specialists.

Job role Includes:• Act as a consultant & business partner to senior operational stakeholders• Determining where learning interventions or performance support is required from divisional and/or group Performance &Development teams• Work closely with the Divisional Head of Performance &Development as well as proactively collaborating with Operational business leaders across multiple clients to define, oversee & support the delivery of all Performance & Development activity• Provide performance support and act as an escalation point for a diverse community of Operational Trainers to ensure top quality experiences are being delivered for our people& regulatory compliance is being met for the operation/ client• Look for commonalities and efficiencies in performance needs across your portfolio of business units, from frontline up to senior operations management, to define requirements from the divisional or group learning services (design & admin teams)• Help bring the Divisional People agenda to life and support in the delivery of business strategy by creating an environment of positive people management; ensuring we attract, develop and retain talent.

Operational Manager within Capita's first completely remote 1200 strong operating contact centre. I am responsible for taking ownership of the customer service team providing leadership and vision. I lead from the front instilling a culture of can-do attitude; customer service; responsibility and team work. With accountability for delivering agreed performance targets

Regional Manager and L&D Business Partner responsible for the management and development of a 3 direct manager reports and a team of circa 20 facilitators and designers. I have the overall purpose of creating strategic customer relationships with operational teams across the business.• Accountable for strategic customer relationships and delivery of service with Operations team• Ownership for the service delivery for my customers, ensuring customers are delighted and all KPIs and SLAs are met or exceeded• Develop and growth of clients account in gross margin and support their aspirational goals• Accountable for meeting our contractual obligations, ensuring that we have resources and skills that can match the demand of our customers• Ensuring we deliver quality design and learning outputs that are innovative and efficient and that we plan, monitor and maximize utilisation for individuals and teams to meet customer demand plans and commercial requirements• Support sales bid team with extension and retender of contracts• To manage the operation to deliver excellent customer service through employee engagement and development

Ownership for the service delivery for my customer(s), ensuring customers are delightedand all KPIs and SLAs are met or exceeded, avoiding contractual scope creep or highlight therisk.Ensuring we deliver quality design and learning outputs that are innovative and efficient andthat we plan, monitor and maximize utilization for individuals and teams to meet customerdemand plans and commercial requirements.To manage the operation to deliver excellent customer service through employeeengagement and development.

Ownership for the service delivery for your customer(s), ensuring customers are delightedand all KPIs and SLAs are met or exceeded.Ensured that we deliver quality design and learning outputs that are innovative and efficient.Supported the Head of Design/ Facilitation to ensure that we plan, monitor and maximize utilization for individuals and teams to meet customer demand plans and commercial requirements.Managed the operation to deliver excellent customer service through employeeengagement and development.

• Driving the learning and development component of the complete review of the Customer Services department of a major automotive company, including needs analysis, material design, and implementation, over the next 12 months.• Providing support and coaching across the function to improve evaluation of learning, and measurement of training success, both qualitative and quantitative.• Managed a team of Learning and Development coaches in a seconded position as a Learning and Development manager, monitored performance, set goals and targets and lead the team to defiant success.• Managed groups of 10-15 trainees on a day to day basis for up to their first five weeks within the business, and groups of existing employees with regards to performance, attendance and attitude.• Developed learning and coaching support for Team Leaders and Managers whilst they were completing coaching qualifications, which was rolled out across an entire department.• Designed and delivered e-learning for the national contact center of a major energy company, with sustained customer satisfaction score increases of up to 5%• Worked with a number of blue-chip clients, in the utilities, government and health sectors, delivering results through training and coaching systems, processes, skills and attitude.• I am capable of identifying needs and solutions, and evaluating those solutions both qualitatively and in terms of return on investment; then designing successful targeted learning interventions• I have a strong background in coaching and have track record of successfully coaching managers to successfully coach their own team• I am a passionate communicator and have direct experience of presenting a variety of different levels of business• I strive to recognize the needs of the markets I work within and to understand what my customers’ value• I have excellent experience of being part of a client project management team and have negotiation and organisational skills

I was an established Learning and Development Officer at a large outsourcing company based in Yorkshire.• I am capable of identifying needs and solutions, and evaluating those solutions both qualitatively and in terms of return on investment; then designing successful targeted learning interventions• I have a strong background in coaching and have track record of successfully coaching managers to successfully coach their own team• I am a passionate communicator and have direct experience of presenting a variety of different levels of business• I strive to recognize the needs of the markets I work within and to understand what my customers’ value• I have excellent experience of being part of a client project management team and have negotiation and organisational skills

Within this role I:• Delivered excellent customer service on the frontline by setting expectations and managing customer’s accounts• I simultaneously worked as a collections agent and a sales agent using my high developed skills in both areas• Because of my ability to hit targets and strive to go above and beyond I was quickly promoted to a supervisory role. I was responsible for coaching and motivating fellow peers• As a seconded team leader I was responsible for boosting team performance and creating an environment where going above and beyond expectations became the norm