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Operational Team Leader & Manager Learning Programme

The aim of this learning programme is to support the operational Team Leaders and Managers understand the key dynamic of operational effectiveness and basic planning principles. Focusing on the “Power of 1 & The Shrinkage Wheel”, the difference each person can make to the achievement of organisational objectives, customer outcomes and colleague experience through effective influencing skills. The programme is designed around on-demand virtual learning modules, which can be interacted with over the duration of the programme. To further embed the learning, support sharing of ideas and promote a transformation of understanding - optional virtual tutorial workshops with The Forum specialist team can be added. Prices start at £75 per person.

 
On successful completion of this programme delegates will become Professionally Accredited at the Foundation Level. 

Sensée Awards Case Study 2013: Homeworking environment raises the bar on performance

Discover how the highly-developed virtual environment at Sensée has driven productivity; typically 20%-30% better than in-house operations, and improved quality of service; HomeAgents outperform clients on all behavioural quality scores by an average of 16%.

Aviva 2014 Case Study - Continual learning: people build success

See how investing in people development is paying back at Aviva UK Health and how assessors are able to take responsibility for their own learning.

LV= 2014 Case Study - Planning to be Britain’s best loved insurer

Discover how LV=’s transformational planning approach has removed workplace siloes, engaged staff and delivered remarkable customer service, while saving the business £1.1 million.

Santander 2014 Case Study: Easy & immediate: making calls visual

See how Santander use screen sharing technology to replicate the branch experience on sales calls, raising customer satisfaction to 97%, cutting credit card fulfilment times 75% and lifting revenue 17%.

Worldpay 2014 Case Study: SHINE lifts engagement, quality & customer focus

Discover how a new collaborative, inclusive approach to QA underpinned a cultural transformation that has already lifted NPS 29% and encourages root cause analysis.

2015 Innovation & Transformation Awards: Transforming planning and sharing best practice at Ageas

See how Planning & Performance Analysts at Ageas delivered improved stakeholder engagement leading to a full redesign of the efficiency metrics lifting adherence by 3.33% and contributing to reducing attrition by 5%.

2015 Innovation & Transformation Awards: Delivering the end to end customer experience at British Gas Services

Discover how NPS, backlogs & efficiencies were improved simultaneously, by comprehensive end-to-end planning in British Gas Services that led to many more same day-appointments & lifted promise delivery 20%. 

2015 Innovation & Transformation Awards: Risk & compliance: see how confidence sets people free at Direct Line Group

A major reform of quality & risk assessment is releasing people to have better customer conversations. This has improved customer outcomes  & grown the business, with 50% more tests at 40% less cost.

2015 Innovation & Transformation Awards: Customer Insight: Closing the loop at Allianz

How data, communication, analysis & rigour, from the insight team, underpin customer improvements at Allianz, by collaboration with leaders, operations teams, underwriters, marketing, QA & risk.

2015 Innovation & Transformation Awards: Engagement: driving a customer culture at LV=

How customer focus at LV= led to removing sales incentives & targets, part of a strategic change involving new approaches to engagement, performance management and cross-skilling.

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