Learning and Development Operations Manager in Newcastle upon Tyne

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Partner with Recruitment, Operations, Product, and Enablement to ensure readiness and alignment across initiatives.
• Solicit feedback to continuously refine the L&D journey.
• Within the Global coaching/training frameworks, develop content, and coaching delivery plans.

Qualifications

• 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.

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.