Joanna Willcox Email & Phone Number

Penn, Gb

United Kingdom

Having just completed 2 years Training Lead, Consultancy and Design for Nationwide Building Society, I am now looking for my next Training Lead role and open to discussion.

Northampton, United Kingdom

Company: 3 month Contract, (due to end 25 May) Nationwide Building Society NorthamptonDates: 26 Feb 2018 to 25 May 2018Position: Training Lead, DSAR Induction in Preparation for GDPRObjective of Role; Design and deliver training materials for new starters employed to manage anticipated increase in workload as a result of the new GDPR regulation. GDPR has had and will continue to have extensive press coverage advising the public of the new regulation. This project was to prepare new starters and upskill existing team members in GDPR regulation. Duties: Design training materials on the As Is process and layer over the new process coming in to handle GDPR rights requests. Delivery to new and exisiting team members. Additional project assigned to design and deliver upskill training to Information request teams on handling customer access and information rights requests.

Leadership and Management Training and Coaching

Northampton, United Kingdom

Company: 3 month Contract, (extended to 6/9/11 months) Nationwide Building Society Swindon Dates: 03 Jan 2017 to 30 November 2017Position: Training Consultant/Designer, PPI Investigations, Objective of Role; Design training materials for new regulation. PPI Commission Plevin v Paragon has had extensive press coverage advising the public of a new element to PPI that they have the right to complain about. This project was to prepare the business for the anticipated influx of new complaints under the new regulation. Duties: Create face to face training materials for Investigation Handlers in completing customer final response letters and carrying out complaint redress calculations. Working alongside SME’s and from written process documentation to interpret rules, regulation and processes and turn this into easy to understand training. Giving consideration to varying knowledge levels of the ever changing audience. Completed additional training materials for offshore admin centre in India and travelled to Jaipur to deliver training and Train the trainer events to an onsite team of trainers. Project challenges included adapting to constantly changing regulation, strategy and operating model, requiring flexible working, tight governance and change management.

London, United Kingdom

Company: 3 month Contract, (extended to 6 months) Clydsedale and Yorkshire Bank Dates: 18 July 2016 to 23 Dec 2016Position: Training Consultant/Designer, PPI Investigations, Objective of Role; Supporting the change teams in designing ad hoc upskill training materials at pace. Working with Root cause analysis team to identify training needs and design workshops to minimise quality errors.Duties: Reacting to business change and providing training materials and business comms to ensure ever changing regulation is communicated / trained to users in the shortest timescales possible. Working closely with the Root Cause Analysis team and consulting on suitable approaches to minimise continued quality errors. Carried out TNA for telephony team and completed call review and feedback and coaching sessions with individuals who have low quality scores. Deputyfor the training lead and acting up to training lead in absence. Observation and coaching of training team for quality and accuracy of delivery. Weekly course scheduling,

Swindon, United Kingdom

Company: 3 month Contract, (extended to 11) through Momenta Holdings Ltd Nationwide Building Society Swindon Dates: 1 July 2015 to 31 May 2016Position: Training Consultant, FCA Regulation, Individual Accountability in Banking Objective of Role; Accountability in Banking is a set of regimes from the regulator to address the loss of consumer confidence in the financial services industry and the way the industry is regulated. It brings individual accountability to customer facing employees in regulated roles and ensures that there is a clear line of accountability all the way up through the organisation.Design and delivery of training (including E-learning and face to face training) to Line managers of employees who can cause significant harm to customers or the business. Duties:Design e-learning solutions, collating content and consulting with a technical e-learning solution designer. Design and delivery of face to face training for 1st 2nd and 3rd line managers including e-learning and Pre-course workbook to give a time efficient bended learning solution, processes, timelines and leadership skills. Acted as SME (Subject Matter Expert) to other trainers to support delivery and provide context and background for programme. Creation of FAQ’s following training roll out. Proposed next stage training solutions to embed and continue development.

Swindon, United Kingdom

Company: 9 month Contract, through Momenta Holdings Ltd Nationwide Building Society, Swindon Dates: 28 Sept 2014 to 31 May 2015Position: Training Lead, Enterprise Command Centre ECC, Objective of Role; To support the training requirements of a new technology centre created following a restructure to support the technical infrastructure of the society. Bringing in house support to a level of expertise to be capable to provide 24 hour on site IT support to satisfy the corporate plan to create an ‘always on’ digital society.Duties:Create a 2 year training schedule and implementation plan to up skill 72 Information Technology specialists in 12 different mainframes or platforms. Giving consideration to business as usual resourcing requirements and shift patterns and designing a schedule utilising the existing specialist expertise for the up-skilling of others in the centre. Train the trainer events for all specialists to ensure they cover basics, TNA, Check and test, evaluation, follow up. Deliver system training for all users as system updates are implemented, creation of user guides and work instructions. Design and deliver training of Major Incident Process to whole centre and external stakeholders. Design site tours for employees transferring from manother location and provide training on new technology in the state of the art centre.

Swindon, United Kingdom

Company: 6 month Contract, through Momenta Holdings Ltd Nationwide Building Society, SwindonDates: 31 January 2014 to 11 July 2014Position: Training Lead, IT Service Management Project Objective of Role; Manage delivery of all training (systems, process, leadership) for introduction of new IT Service Management (ITSM) System. Duties:Conduct Training Needs Analysis for IT population of 2500 users impacted by the changes to the systems. Storyboard e-learning solutions (x9 modules. Overview, Change Management x3, Configuration Management, Incident Management and Problem Management) Source and manage 2 e-learning build specialists. Consultation with external provider (ServiceNow). Regular project meetings, highlighting risks and dependencies discovered through TNA and day to day activities to assist in project planning. Implement process for SME /Champions and up-skill through face to face sessions. Support SMEs in the business during launch and implementation of new ITSM system. Support creation of work instructions and user guides. Manage and guide training administrator for reporting, evaluation and scheduling. Consult with and co-ordinate with Quality Assurance for testing and changes for inclusion in training materials.

London Ec3N

Company: 7 month Contract, for Deloitte through Momenta Holdings Ltd Mar - June/Huntswood Jul to Sept, Lloyds Banking GroupDates: 3 March 2013 to Sept 30th 2013 (Extended to 31 Dec 2013)Position: Training Lead, PPI Operations Royal Mint CourtObjective of Role; Manage delivery of all training (systems, process, leadership) for a site of 1300+. Manage team of 4 Trainers at the PPI Operations function at Royal Mint Court. London. Duties:Manage team of x4 trainers, coaching, mentoring, observations feedback and trainer development. Working with stakeholders, Training needs analysis including investigations discussions and analysis of results / stats. Design and delivery of proposed solutions, including face to face, huddle packs communications and 1-1 coaching. Up skilling SME’s to delivery effective training sessions. Scheduling and monitoring of course attendance (1300+ colleagues) Programme feedback, updates, restructure and redesign of programme materials. Design and delivery of Team Leader skills programme. 1-1 team leader coaching. Support culture shift encouraging team Leader responsibility. Monitoring of governance of training solutions.

London Ec3N

Company: 3 month Contract, Momenta Holdings Ltd, Lloyds Banking GroupDates: 3 December 2012 to February 28th 2013 Position: Trainer / Coach. Call Handling.Objective of Role; PPI Operations function, customer contact and call handling Training and Coaching at Royal Mint Court London.Duties:Classroom Training 1-1 skill coaching.. Monitoring improvements and supporting individual improvement plans. Feeding in and delivering amendments to materials. I was asked to design and delivery a team leader skills programme and also requested to apply for Trainer Lead role, offered and accepted (see next role)

London Ec3N

Company: 3 month Contract, Momenta Holdings Ltd, Lloyds Banking GroupDates: 1 March 2012 to October 31st 2012 Position: Training Delivery Consultant, Lead Trainer.Objective of Role; Delivery of process and system training for the PPI Operations function at various locations across the UK. Duties:Stakeholder management, programme feedback, updates and amendments to delivery content and schedule. Ad hoc re design of materials and face to face delivery of PPI ‘complaint handling’ processes and system training.

Uk

Contract positions via Momenta Holdings Ltd Including Training Design and Delivery

Halifax, United Kingdom

Working on a contract basis to design training solutions to prepare colleagues for system migration. Including face to face, e-learning, self learning guides, online 'Live Meet' / Webinar and Train the Trainer.

Heathrow

Company: 3 month Contract, British Airways, HeathrowDates: June 2011 to September 2011 Position: Leadership Programme Training Delivery ConsultantObjective of Role; Contribute to the Design of leadership training solutions as part of the Leadership and Management Programme.Asist in the design of materials and deliver classroom session in Leadership skill sessions including: Personal Impact and Awareness, Performance Management and delivering feedback.

• Manage the calendar, scheduling, booking and delivery of courses in the management development programme. (Titles similar to those shown on HBOS section of CV)• Prepare management information, report on and analyse trends in attendance and cancellations. • Identify gaps in the programme and design new solutions including authoring and scripting e-learning.

Manage the calendar, scheduling, booking and delivery of courses in the management development programme. (Titles similar to those shown on HBOS section of CV)Prepare management information, report on and analyse trends in attendance and cancellations. Identify gaps in the programme and design new solutions including authoring and scripting e-learning.Company: Coface UK

Company: Coface UK Short Term Contract Dates: March 2009 to 26 Feb 2010 (Agreed end date)Position: Learning and Development Business PartnerDuties• HR & L&D Project work 90% of duties include Creation of Competency Framework, design & deliver Pilot training, evaluate training, amend and deliver full training programme to all colleagues, Directors, Managers and Non management specialists (170 in the UK).• Ongoing 1-1 support during transition period of new Performance Management process.• Hold focus groups to identify requirements for Competency Framework.• Regular project updates to project team (cross section of colleagues)• Create and propose Performance Management Measure.• Create performance review documentation including user guides.• Design supporting materials i.e.Support Library Documents - Giving andrecieving feedback, Questioning, listening.• Design and delivery of support face to face sessions, titles include SettingObjectives, Giving and Receiving Feedback, Creating Development Plans, Leadership Styles.• Ad Hoc support to the L&D team.• 1-1 coaching of other teams members including Directors (HR, Marketing and IT Directors, HR Manager, L&D Manager) and colleagues and peers.• Design ‘Change’ workshop to be delivered by HR Director.• Create and propose revised ‘Role Definition’ format.• Feedback and development coaching of HR Manager and HR Director.

HR & L&D Project work 90% of duties include Creation of Competency Framework, design & deliver Pilot training, evaluate training, amend and deliver full training programme to all colleagues, Directors, Managers and Non management specialists (170 in the UK).Ongoing 1-1 support during transition period of new Performance Management process.Hold focus groups to identify requirements for Competency Framework.Regular project updates to project team (cross section of colleagues)Create and propose Performance Management Measure.Create performance review documentation including user guides.Design supporting materials i.e.Support Library Documents - Giving andrecieving feedback, Questioning, listening.Design and delivery of support face to face sessions, titles include SettingObjectives, Giving and Receiving Feedback, Creating Development Plans, Leadership Styles.Ad Hoc support to the L&D team.1-1 coaching of other teams members including Directors (HR, Marketing and IT Directors, HR Manager, L&D Manager) and colleagues and peers.Design 'Change' workshop to be delivered by HR Director.Create and propose revised 'Role Definition' format.Feedback and development coaching of HR Manager and HR Director.Company: HBOS - Retail Leadership Development

• Consultancy/Stakeholder Management,.• Workshop design, Training needs analysis, Design of content, proposal of content, achieve sign off on content considering wider business strategy and validity of training intervention, regularly review and evaluate content evaluating behaviour by measuring before and after intervention (through pre and post observation, pre and post surveys and pre and post analysis of business results). Review, update and redesign interventions based on results.• E-learning Design Consultant 3 month secondment (May 07 – July 07) design and build of e-learning solutions using 'Coursebuilder' by 'Edvantage'. • Delivery of HBOS Core programmes, titles include; Coaching For Performance (Course ownership nationwide, responsible for continuous TNA, reviews, updates, evaluation and tutor upskilling), Setting Objectives, Managing Performance and Development, Development Discussions, Talent Management, Retaining New Colleagues, New Manager, Creating Colleague Engagement, Influencing with Integrity, Leading Your Team Through Change, Skills for Managing Projects, Leading with Impact, Stakeholder Management, Situational Leadership (Accreditation required and achieved)..• Evaluation of solutions delivered ensuring that they meet the needs of the individual, team and business. (through pre and post observation, pre and post surveys and pre and post analysis of results) Amendments and suggestion for improvements made.• 1-1 Coaching of line managers. • Support to team Supported a colleague new to training delivery in his personal development, carrying out the role of a mentor, offering 1-1 coaching personal support and knowledge sharing. Observation and feedback of delivery supporting his self realised development areas, supporting his plans for improvement and offering suggestions for progress. • Managed remotely managing own diary, workload, duties, responsibilities and supporting other team members.

Delivery of HBOS Core programmes, including Coaching For Performance Management skills workshops.Design and delivery of Development Planning workshopConduct 1-1 coaching sessions as requested by colleague, HR or line manager.Manage own diary to ensure that service standards meet service level agreement.Support managers with ongoing coaching development.Openly discuss and propose ideas with team and manager for changes / improvements to core material.Co-ordination of workshops, set up, venue booking and delegate liaison.Promote a coaching culture by role modelling.Provide high level of customer service to build and maintain strong open relationships across the network.Valuable member of the development team, supporting other team members by regular coaching. Informal coaching of HR ColleaguesPersonal development, continually researching and learning new material for use in training interventions and personally.Challenge colleague's solutions, encourage investigation of potential pit falls.Re design of materials to suit different audiences.Development related training courses attended:Performance Consultants 'Coaching For Performance' April 2004 & Train the trainerHBOS in house Group Delivery Skills April 2004NLP Diploma Oct 2005 (Q.learning)Reason for leaving; Change of role internally due to company restructure.

Recruitment related training courses attended:Telesales (stages 1&2)Customer Service.Negotiation.How to run a profitable temps deskReason for leaving: Change of career.

Outdoors Activities Instructor and support counsellorReason for leaving: Personal Development

Reason for leaving: Pursue new career.

Managing a team of 8-10 Staff).Previous positions within Barclays Bank Plc:Personal Securities Investing funds for personal and corporate clientsInternational Clerk Foreign exchange cashier / international paymentsManagers Assistant Balancing internal accounts, annual tax return, fraudulently used accounts, order cheque books and credit cards, set up of standing orders

Education record

Agile Pm (2014), Foundation Level