A Fresh Approach to Great Results.
Charlotte-based Compass Group North America is the leader in foodservice management and support services. By combining fresh ideas with the industry's greatest talent, we continue to set the standards for food and service excellence. Our vision for success is a powerful one - to continue to rise above the competition in every aspect of our business - from leading-edge technology, to purchasing, to foodservice, to catering and vending, to facilities management and support services. That kind of commitment commands only the best, and it.s our great people providing great service that generates our great results . In turn, it's important to us that our talented employees be given the proper resources to achieve their fullest potential. Play a key role in our future success:
Summary: Complete ownership of high level training events: Scoping, budgeting, business management (vendor and website management), marketing, managing logistics, day of on-site facilitation of event, post event surveys, diligent management of adherence and maintenance of standard operating procedures and service level agreements. Other duties as assigned
Successful Candidate: executive maturity/presence, exceptional quality, leadership, skills, etc. This would be a high visibility job with the audience being leaders and executive which means quality has to be of the absolute forefront
Note: LDG business has frequent change as nature of business. Expected to create processes and adapt them as the business changes. Changes will be acceptable rhythm of business
Business Hours: Monday- Friday 8 Hour 8am-5pm
On-site events will require additional support hours
Weekend or Weekday Overnights required at Hotel Venues ( generally 1 time/Qtr) for 1-2 nights
High volumes or project deliverables will require additional support hours
Global calls/collaborative support may require additional support outside of the PST time zone hours
Weekend setup hours may be required for special circumstances (rare)
Essential Functions and Responsibilities:
Develop implement and manage training courses, events, programs and initiatives from a deployment perspective including the integration of in-sourced and out-sourced resources (45%)
The process flow emphasizes on Client Account Managementto Course/Program Managers such:
Consulting on operational deployment of courses and providing operations and administration expertise in the initial phases of a course, event, program, or initiative utilizing and enriching the Product Toolkit for Learning & Development,
Developing a deployment strategy and plan for all courses, events, programs and initiatives.
Managing all of the details of the implementation and sourcing including request for proposals, negotiation and contracting with 3rd party providers on logistics management, materials and inventory management, technology deployment, event planning and on-site support as necessary.
Delegating and managing tactical execution work to outsource vendor on course/event registration, participant reconciliation, deployment of knowledge measurement/survey, print, pack and shipment of training materials to world-wide locations, classroom set-up, and all client service inquiries and requests (Communication (email) Management).
Tier 2 support on all client service inquiries and requests.
Enrollment management and registration strategies for courses, events, programs and initiatives that have global reach resulting in maximized course capacity and training cost efficacy.
Develop and manage business process and business process improvements including budgeting and calendaring, writing and editing conference materials, invitations, biographies and program materials, then distributing key strategic communications out to Executive audiences through e-mail, Live Meeting, phone and confidential websites as appropriate (25%)
Deliver Project Management expertise and execution to capitalize on business efficiencies for Learning Operations through progressive and proactive project planning, stakeholder assessment, communications, implementation, execution and on-going measurement of progress and managing to a positive return on assets (physical, people, financial) (30%)
Work as part of a team across multiple lines of business support
Ensure Client satisfaction and Service Level Agreement(SLA) of 1 Business Day
Provide solution oriented, phone and email response that are efficient, effective and delivered with a high level of accuracy and professionalism
Monitor and respond to e-mail for multiple training group e-mail boxes, via pre-assigned aliases
Respond to manager and program owner or stakeholder questions and issues and respond within 4 hours (SLA)
Partner with manager, MS Program Owners and Partners to ensure all SOPs, Canned Texts, Tools and Resources are effective, current and complete at all times
File email and reports per standards specified
Create, store and send weekly email tasks
Respond immediately to all errors, issues and client or manager escalations with proper and professional response within 4 hours (SLA)
Handle issues as they arise through the proper administrative channels
Logistics, & Execution Mgt including:
Create RMS Builds /Deliveries with all Logistic and Communication Details
Maintain and implement changes to scheduled posting of classes
Maintain Print Materials Inventory and place orders as needed
Partner with Vendors to ensure all supplies received
Assist with surveying attendees and facilitators
Last minute updates
Provide Onsite Assistance as required
SOP/Reporting and Analytics Mgt
Execute daily, weekly, monthly, quarterly and yearly reports per scheduled or ad-hoc requests
Supply timely & accurate daily, weekly, monthly and quarterly metric reporting-rolled up year over year format and analytical summaries
Maintain the SOP for reporting and analytics for the weekly execution of programs
Perform Quality Assurance Checks
Maintain and create standard operating procedures for all new and existing daily operations insuring "critical control points" and "quality assurance steps"
Produce Quarterly Business Report PPT for LOB
Drive Innovation to current process and create new processes to drive efficiency and effectiveness
Set Initiatives in advance of each quarter and deliver and measure success
Adhere to Non-Disclosure Client Agreement/Confidentiality
Follow strict protocol to ensure data entry is accurate and complete
Other administrative functions as time allows around the core accountability of handling e-mail Perform reoccurring and repetitive tasks utilizing MS tools, such as, RMS, Learning Central, MS Inquire, Informa, SharePoint, MSMarket and other tools and reports
Assist in auditing existing procedures for efficiency enhancements, reporting issues to current procedures
Assist other lines of business during high volume times
Stay informed with industry standards and share information
React appropriately during emergency situations
Adherence to professional and corporate protocol
Maintain clean and safe work environment
Perform the job safely
Other duties may be assigned
Great People. Great Service. Great Results.
At Compass Group North America, our superior balance of efficiency and quality attract the highest caliber level of service our clients deserve. We retain the finest workers with a highly competitive compensation and comprehensive benefits plan. If you're looking for a career where you set the standard for personal advancement, then Compass Group North America is for you! Working together, we will continue to experience success as the industry's best. Achieving leadership in the foodservice industry
Compass Group North America is a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates. EOE & AA Employer M/F/D/V
Job ID: NS03141323406
Compass Group - 13 months ago
This company points the way to managed foodservices. Compass Group USA provides catering and dining services to corporate clients,...