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UKCS is looking for a motivated, dynamic people leader who is able to adapt quickly to change and continuously improve the way in which we on-board and support the continuous development of the front-line colleagues across UKCS. The Development Pod Manager supports with the on-boarding journey of our new recruits, agents returning for cluster upskill, pivots support to colleagues and those requiring further in-role learning. The role is to support and lead colleagues primarily face to face to provide amazing customer service to internal and external customers by supporting new to bank delegates and existing colleagues with exceptional learning experiences, enabling them to handle customer interactions and help us achieve our ambition to be the best customer service provider in the industry.

UKCS is a constantly adapting, rewarding, and changing environment. This is a significant opportunity as we look to evolve the way in which we deliver training and start the building future skills our people need and which our customers expect.

Your responsibilities will include:

• The ongoing development of the UKCS Distribution Officers – Development, who will support colleagues with embedding in-role learning, during initial customer interactions of their new skills and throughout the cluster journey.
• The training plans and logistical management of the Development Pod operation.
• Planning courses of new joiners, business relevant upskills and resource planning to ensure an environment of nurture and support is created

The following skills and capabilities are required in this role:

• Existing people leadership experience including coaching of teams.
• Strong organisational skills with the ability to plan logistics for the Development Pod operation.
• Skilled in stakeholder management
• Understanding of UKCS systems/processes preferred
• Skilled in identifying solutions in a fast paced, real-time environment.
• Highly organised with effective time management skills
• Leading and developing a team of coaches through observation, motivation, and support
• Highlight trends and themes to drive continuous improvement.
• Consistently monitor, coach and review performance in relation to quality and SLA’s
• Balance and manage the expectations of the customer with the needs of the business.

The Development Pod Manager role is available within Leeds, Hamilton, Swansea or Birmingham and 60% Hybrid working is required as a minimum.

The Development Pod Manager working patterns will be between 8am and 8pm Monday to Sunday to be agreed locally with the Department Manager. Flexibility is required, as there will be some evening and weekend working required. The bulk of training will be 9-5 Monday – Friday. However, key time shifts will occasionally fall outside this window where support will be required, therefore the ability to work flexibly around the operating window to accommodate courses is also required.

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme, and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you