Job Purpose
To provide consistent high standards of service to the Sales and Consulting teams, driving Customer Success and on time delivery of materials, ensuring cost control and consistently innovating to keep Biz ahead of the competition.
Responsibilities:
Contribution to the Sales Process
Support the job costing process to ensure training is delivered within the agreed budget and scope of work that is stated.
Support the production of proposal and pitch materials, to the highest standards, aligned with brand guidelines and within agreed time frames.
Ensure all standard job costing and proposal templates are kept up to date and aligned with the associated content in the Content Library
Manage Training Material Production and Content Management
Ensure all material is produced to the highest standard and delivered on time and in line with Biz branding.
Ensure process in place to collect internal and external quantitative and qualitative data to evaluate program performance for optimal impact in line with the Biz Group Customer Success Model.
Ensure all training content is maintained to the highest standards; identifying trends, technology, media, tools, applications and other enhancements for incorporation into all Biz Training and Transforming products.
Ensure the team maintains the integrity and structure of the Content Library so that there is “2 clicks, 10 seconds” easy access.
Ensure on-time production of accurate data and
Reports to support:
on-time billing & invoicing;
all internal & external meeting reporting requirements.
Training content must be reviewed annually and updated where necessary in line with global learning and development trends.
Ensure accurate scheduling, planning & logistics
Identify and fully utilize technology and software that will help manage the operations and delivery processes
Resourcing & People Development
Ensure work is fairly distributed between the Consultant work-force, with a minimum of 75% utilization of each Consultant.
Identify product, industry, geographical and seasonal trends in order to set annual billable targets and early identification of Consultant recruitment needs
Provide real-time data in Salesforce to support agile decision making and action around Consultant utilization and company targets
Lead ‘Power of Four’ meetings to optimize utilization
Manage and Coach the Client Services Team members and ensure opportunities for development and growth, thereby maintaining and growing the Biz life culture
Specific Measures of Success
Ensure proposals have a GP of 65% or higher on all projects.
Ensure cost-of-sales is 35% or less on all jobs
Achieve a minimum satisfaction score of 85% from the Consulting and Performance Solutions teams on all material produced.
Ensure 2 clicks, 10 seconds access to all sales and delivery content
Ensure NPS score above 56
Ensure efficient Consultant utilization and identify consultant shortage ahead of time
Ensure Biz Group stay ahead with the latest technology to ensure we remain the market leader of the industry.
Ensure no non-performance or failure due to poor scheduling.
On-time production of accurate data and reports.
Develop the team
UAE