We’re seeking someone who sets a high bar for the quality of their work. You’ll have a passion for delivering best-in-class programmes and a thirst for knowledge, which drives your own development and therefore helps embed our value of ‘Always Learning’ at the heart of what you do.

Quality & Compliance

• Ensuring a robust and effective quality and compliance framework and process is in place (including ISO 9001, ISO 27001 and SOC 1), optimising and improving wherever appropriate.
• Ensuring a clear understanding of quality standards is embedded across day-to-day operational teams, and appropriate measurement and tracking is in place.
• Minimising risk of quality issues impacting service performance.
• Effectively collaborating with stakeholders across Moorepay to ensure a single view of quality and compliance best-practice is shared and rolled out across delivery teams.
• Working closely with Group Risk & Compliance to lead the internal audit schedule, including ensuring corrective action plans are in place and complete.
• Supporting with coordination of audits and assessments from both customers and central Group team.

Business Readiness & Incubation

• Creating and coordinating a business readiness delivery plan based on identified workstreams, closely working with the implementation and onboarding teams to ensure a fully interlocked plan with go/no-go criteria and discipline in place and inter-dependencies clearly understood.
• Creating and managing the UAT plan for new product releases, working in collaboration with the product and delivery teams.
• Representing Business Services in trials/beta rollouts, ensuring business objectives for trial phases are clearly articulated and will be met by the trial/beta stage.
• Ensuring clear entry and exit criteria are in place against key delivery phases, including end-state success, and ensuring these are reflected and tracked by the central project team.
• Creating and managing a business ‘incubation’ team who are responsible for supporting the successful transition of new customers from implementation to successful go-live of services.
• Providing feedback and customer insights into the Customer Success team so that improvements in the customer experience are understood and influence the overall roadmap.

Learning & Development

• Leading the Learning & Development team and collaboratively partnering with product development, implementation services and commercial operations, pre-sales, service delivery, customer support and HR to understand Moorepay’s goals, strategic ambition and understand any barriers to achieving those.
• Building a skills development and training programme that addresses the path to achieve Moorepay’s goals and strategic ambition, removing any barriers, and ultimately meeting the organisation and customer needs.
• Managing the training schedule and plan for ad-hoc chargeable delivery, digital learning, live webinars and non-scheduled training requirements.
• Developing and/or amending courses to align with new releases and functionality.
• Developing courses to address specific requirements, such as implementation methodology.
• Working with project managers on delivery of training packages in a timely manner and in line with the project timelines.
• Working with the sales team to maximise sale of downstream training and revenue opportunities.

Zendesk, Data Insights & Reporting

• Leading the development of business insights and actionable intelligence across operational delivery, customer health, NPS and customer management using PowerBI and other dashboard solutions appropriate to the user, and accessing Zendesk, Pendo, Sugar and NetSuite as core data sources to give a comprehensive view of the customer experience we deliver.
• Acting as the overall custodian of the Zendesk delivery framework, engaging stakeholders across the business over the needs of the business, our customers and employees.
• Overall support, administration and development of the Zendesk platform used within Moorepay, creating guidelines for what information is captured and maintaining custom applications and integrations for the Zendesk platform.
• Collaboration across the Moorepay business to ensure ongoing strong customer data management and a seamless customer experience through the use of the Moorepay solution.
• Developing and maintaining a Zendesk roadmap of improvements and enhancements for our colleagues and customers, which drives the adoption of self-service, demand deflection and improved customer journeys.

• Proven ability in building and managing a multi-disciplined, multi-site team to deliver demonstrable value to the business, customers and colleagues.
• Ability to develop and execute a high-performance culture that increases colleague engagement, identifies and grows internal talent, and ultimately ensures our teams are trained, developed and highly motivated.
• Adept at building positive customer relationships.
• Commercial ability to manage and control budgets, understand and drive profitable services.
• Ability to influence and impact at senior leadership level, through effective presentations and positive approach to addressing business problems.
• Good knowledge and experience of HR & Payroll systems and services, with a deep understanding on the HR and Payroll lifecycle.
• Demonstrable knowledge and experience of ISO standards, including 27001 and 9001, and experience of facilitating quality and compliance audits.
• Good organisational skills for supporting quality and compliance activities across a large and evolving organisation.
• Self-motivated, proactive, accountable with continuous learning approach; willing to learn and understand evolving risk and compliance requirements.
• Innovative and forward thinking with a desire for driving digital enablement and automation across the function.
• Previous training experience and fully proficient in all aspects of the training lifecyle (e.g. skills, methodology, process, etc).
• An understanding of the training market, able to compare Moorepay Training Services to competitor organisations bringing value and return on investment.
• Excellent communication skills that enable you to engage positively with stakeholders across the business.
• Accomplished at working effectively across teams in a matrixed operating model.
• Commercial acumen to effectively focus catalogue delivery to meet customer and colleague training needs, whilst increasing year on year revenue.
• Resource management experience, including customer projects.
• Strong project management skills.
• Strong ability to coach and inspire confidence in others.