Learning and Development Operations Manager Job Description: 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) Key Responsibilities: 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. Your benefits: - 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 - Hybrid working - Healthy Mind app membership - Access to various helpful memberships for finances, health and wellbeing LI-AD1 Function: Customer Operations Country: United Kingdom Office Location: Newcastle Work Place type: Hybrid Advert Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions. Our colleagues are the best of the best. It's why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential. Learn more about working at Sage:sage.com/en-gb/company/careers/working-at-sage/ Watch a video about our culture:youtube.com/watch?v=qIoiCpZH-QE We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out atcareers@sage.com. Learn more about DEI at Sage:sage.com/en-gb/company/careers/diversity-equity-and-inclusion/ Equal Employment Opportunity (EEO) Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.