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Community Practitioner Manager

Location:  London, close to Victoria station
Salary: Competitive
Type: Permanent
Anticipated Start Date: Immediately  
 

About Investors in People

Investors in People is the world’s leading people management standard. In partnership with our three delivery partners, in the UK and five overseas we deliver an assessment and accreditation product for 10,000 accredited clients, across the UK and overseas. The sixth generation of the Standard is now established and being developed further to support and provides the Standard for organizations to become high performing through it people management practices.

The role

The Community Practitioner Manager is a strategic role within the Investors in People CIC. You will be responsible for a distinct territory, directly responsible for the strategic to growth and retention of the existing client base and income revenue. Key to the success of this strategy are the Practitioners in your territory and you will be responsible for managing and developing this external network of Practitioners serving as advisers and assessors. The Community Practitioner Manager will be key to maximizing the overall success of business.

You will support and manage the Practitioners to ensure the product is delivered to the highest standard assuring the highest customer experience. Our customers will be confident of receiving the very best of the accreditation process and organization development insights to improve their People Management practices and therefore experience the highest customer service level. You will develop a highly engaged Practitioner Network which is motivated to work with us in achieving our business objectives and Key Performance Indicators.

The growth plan will feature stakeholder engagements to contribute to building Brand reputation, identifying and engaging new key clients in the territory, delivering client engagement community events as part of the client journey.

Key tasks

Business focus

  • Build a retention and growth strategy, aligned with the other territories, to achieve the annual business performance targets. Key success areas being Retention targets for revenue and number of clients
  • Execute the strategy and monitor the portfolio of client on the territory and Practitioner performance on a monthly basis, providing accurate forecasting to enable the business achieve it overall targets
  • Ensure there is a focus on key clients with a clear growth strategy and new key client acquisition programme
  • Work closely with the Sales team to supporting the new client journey by providing field sales visits and distributing leads to Practitioners to convert where applicable
  • Collaborate with Marketing and CPM team to support the development and implementation the programme of community events
  • Build the community stakeholder engagement
  • Use your knowledge gained from the community and network of Practitioners to contribute to business Strategy for Investors in People

Practitioners on your territory

  • Lead on the provision of support for the Practitioner Network to attain the experience and competencies required to provide a first-class service and achieve business objectives
  • Support the development of a diverse and talented Practitioner Network, including networking, sharing of best practice and allocation of work
  • Ensure that the Practitioner Network is clear about what is expected in terms of the required knowledge, skills, competencies and behaviours, providing the daily technical support and training where necessary
  • Maintain transparency and openness to foster a culture of trust with the Practitioner Network
  • Manage the capacity requirements for the Practitioner network, to forecast future recruitment needs. Undertake Practitioner recruitment and succession planning processes to ensure smooth client transitions
  • Drive the business forward, feeding in ideas, and managing risk within your area of responsibility

Quality Assurance

  • Performance Manage the Practitioners in your community
  • Develop and oversee quality assurance process relating to all aspects of Practitioner capability and delivery in your territory, where necessary resolve complaints directly with the client
  • Support individuals and/or the Practitioner network with areas of underperformance and develop strategies to overcome the issues

Centralized functions of the Community Practitioner Team

To achieve overall success it is imperative that the team of CPM work together in delivering centralized functions, coordinating or dependent on individual skills and capabilities taking the lead where appropriate

  • Develop a one-team culture - building a strong, experienced, collaborative and focused team
  • Agree a coordinated retention and growth strategy supported by a programme of enriching, insightful events for our clients in all communities
  • Integrate the Stakeholder engagement strategies to maximize business potential
  • Develop a communication strategy that engages, updates, provides the required support and development for Practitioners
  • Develop and provide a support structure and training to individual Practitioners with any technical questions around the Standard and business processes
  • Develop the centralized training requirements to recruit, train, and develop Practitioner at every level of their delivery experience
  • Contribute to the development of a performance management and Quality Assurance programme for the Practitioners to aid individual development and assure first class customer service to Investors in People clients
  • Collaborate with the Marketing and Sales team and Product team to promote, support community events, support the new product development and deliver the relevant new product training
  • Develop with the Performance Manager, robust and accurate reporting processes and tools to deliver regular reports that will support the delivery and quality of the service e.g. Practitioner Capacity, customer feedback, Customer Satisfaction and others as appropriate.

The Successful Applicant

  • A high level of business acumen, client focused with experience and success of the sales and delivery process
  • Great interpersonal and people skills
  • Self-motivated, logical and objective with strong communication skills
  • Experience of Investors in People in a delivery capacity
  • Team development and people management skills
  • IT skills – Microsoft office
  • IIP Practitioner accreditation an advantage

Benefits

In return expect a competitive salary, 25 days annual leave (+ 3 over Christmas), flexibility to work from home, fab open plan offices, onsite gym, staff restaurant, a regular cake supply, continuous learning and development plus much more

To apply, please send your CV and a cover letter detailing why you're interested in the role to operations@investorsinpeople.com