The Learning & Development Operations Manager will lead and own the end-to-end Learning & Development function within Customer Services, with a specific focus on the first-year colleague experience.
This role is accountable for delivering impactful coaching, structured training, and a world-class onboarding experience that drives colleague performance, customer satisfaction, and operational excellence. The Learning & Development Operations Manager will embed a high-performance culture through strategic enablement, leadership development, and the integration of innovative tools, including AI-enabled workflows.
Hybrid – 3 days in our Newcastle office (global headquarters)
Strategic Leadership
* Define and execute the L&D delivery strategy aligned with FY26 priorities, including onboarding, product releases, cross-skill and upskill. Coaching strategy to increase colleague capability and drive high performance.
* Collaborate with Global Support Learning to tailor and embed programmes for UKI and translate into the UKI L&D delivery strategy (Support & Grow, Leadership Development Programme, Coaching and QM)
* Lead Coaching and Training Managers to deliver structured, SMART-aligned development interventions.
* Support outsource partners to deliver training and coaching aligned to Sage requirements.
First-Year Colleague Experience
* Deliver a seamless onboarding and first-year journey within the global framework, from recruitment to induction and training to first calls and ongoing coaching.
* Drive initiatives to improve engagement, performance, and retention of new starters.
* Experiment with innovative technology to reduce time to proficiency within the first year.
Operational Excellence
* Utilise data and operational reports to make informed decisions and mitigate risks and issues by analysing colleague knowledge, confidence and performance and recommend training and/or coaching interventions focused on operational metrics (tNPS, FCR, eSAT, attrition, shrinkage).
* Allocate resources across L&D initiatives to maximise capacity.
* Influence operational teams to prioritise learning interventions and collaborate with resource team to schedule training and coaching.
Skills, Knowledge & Know How:
* Leadership: Proven leadership experience in coaching and training within high-volume customer service environments.
* Strategy: Strategic thinker capable of translating vision into actionable development plans.
* Expertise: Deep understanding of coaching models, feedback frameworks, adult learning principles, and behaviour change methodologies.
* Influence: Skilled in stakeholder management and influencing at all levels.
* Innovation: Experienced in embedding AI, Co-pilot, and other digital tools into learning workflows.
* Analysis: Strong analytical skills to track impact and ROI of training and coaching initiatives.
* Integrity: High integrity, resilience, and a proactive approach to change and innovation.
* Collaborate with other functions (Product, Sales, Marketing, PMM, Change teams) to design training programmes to support wider operational goals.
* Challenge product teams to ensure the Colleagues and Customers are set up to succeed with new releases.
* Embed a coaching culture within the UKI leadership team through continuous feedback, coaching and observations aligned to Leadership Standard.
* Conduct process checks and embed AI/digital tools to enhance learning delivery and adoption.
Recruitment
* Work with the operation and talent team to hire the right people.
* Review and update the interview process and ensure methodology is fit for purpose.
* Deliver effective recruitment at pace to meet demands and deadlines People Development.
* Champion coaching and training practices that deliver measurable behavioural and performance improvements.
* Support succession planning and talent development through PDPs. Leadership Programmes and LEAD reviews.
* Build rapport and engagement with your team through daily motivation, appreciation and recognition.
* Embed the Training and Coaching Compass to track progress, identify skill gaps, and drive improvement.
* Cultivate a positive and inclusive environment aligned to Sage’s values, fostering a sense of belonging and unity.
* Set and monitor performance benchmarks for Coaches, Trainers, and onboarding programmes.
Stakeholder Engagement
* Partner with Recruitment, Operations, Product, and Enablement to ensure readiness and alignment across initiatives.
* Solicit feedback to continuously refine the L&D journey.
Decision Ownership
* Within the Global coaching/training frameworks, develop content, and coaching delivery plans.
* Allocate resources across L&D initiatives.
* Set and monitor performance benchmarks for Coaches, Trainers, and onboarding programmes.
* Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage.
* 25 days of paid annual leave with the option to buy up to another 5 days
* 8 bank holiday days
* Paid 5 days yearly to volunteer through our Sage Foundation
* 50% income protection
* Holiday buy + sell
* Comprehensive health, dental, and vision coverage
* Work away scheme for up to 10 weeks a year
* Ongoing training and professional development
* Healthy Mind app membership
* Access to various helpful memberships for finances, health and wellbeing
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