COURSE DESCRIPTION

This Operations Departmental Manager Apprenticeship is ideal for anyone who wishes to train to manage teams and projects as well as achieve operational goals and objectives. This course will cover all areas of the role and your skills and behaviours will be assessed and your knowledge will be gained through training sessions. 

ROLE PROFILE

An operations/departmental manager is someone who manages teams and/or projects, and achieving operational or departmental goals and objectives, as part of the delivery of the organisations strategy. They are accountable to a more senior manager or business owner. Working in the private, public or third sector and in all sizes of organisation, specific responsibilities and job titles will vary, but the knowledge, skills and behaviours needed will be the same.

Key responsibilities may include creating and delivering operational plans, managing projects, leading and managing teams, managing change, financial and resource management, talent management, coaching and mentoring. Roles may include: Operations Manager, Regional Manager, Divisional Manager, Department Manager and specialist managers.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

HOW WILL I BE TRAINED?

• 18 Months of Training 
• In workplace Training Delivery 
• Online Training  via Teams Or Zoom  
• 1-2-1 Trainer Support
• Functional Skills Maths & English Support 

• Observation in Workplace
• EPA Project / Portfolio of Evidence
• Knowledge Test

KNOWLEDGE

Operational Management

• Understand operational management approaches and models, including creating plans to deliver objectives and setting KPIs. Understand business development tools (eg SWOT), and approaches to continuous improvement. Understand operational business planning techniques, including how to manage resources, development of sales and marketing plans, setting targets and monitoring performance. Knowledge of management systems, processes and contingency planning. Understand how to initiate and manage change by identifying barriers and know how to overcome them. Understand data security and management, and the effective use of technology in an organisation.

Project Management

• Know how to set up and manage a project using relevant tools and techniques, and understand process management. Understand approaches to risk management.

Finance

• Understand business finance: how to manage budgets, and financial forecasting.

Leading People

• Understand different leadership styles, how to lead multiple and remote teams and manage team leaders. Know how to motivate and improve performance, supporting people using coaching and mentoring approaches. Understand organisational cultures and diversity and their impact on leading and managing change. Know how to delegate effectively.

Managing People

• Know how to manage multiple teams, and develop high performing teams. Understand performance management techniques, talent management models and how to recruit and develop people.

Building Relationships

• Understand approaches to partner, stakeholder and supplier relationship management including negotiation, influencing, and effective networking. Knowledge of collaborative working techniques to enable delivery through others and how to share best practice. Know how to manage conflict at all levels.

Communication

• Understand interpersonal skills and different forms of communication and techniques (verbal, written, non-verbal, digital) and how to apply them appropriately.

Communication

• Understand own impact and emotional intelligence. Understand different and learning and behaviour styles.

Management of Self

• Understand time management techniques and tools, and how to prioritise activities and the use of different approaches to planning, including managing multiple tasks.

Decision Making

• Understand problem solving and decision making techniques, including data analysis. Understand organisational values and ethics and their impact on decision making.

SKILLS

Operational Management

• Able to input into strategic planning and create plans in line with organisational objectives. Support, manage and communicate change by identifying barriers and overcoming them. Demonstrate commercial awareness, and able to identify and shape new opportunities. Creation and delivery of operational plans, including setting KPIs, monitoring performance against plans. Producing reports, providing management information based on the collation, analysis and interpretation of data.

Project Management

• Plan, organise and manage resources to deliver required outcomes. Monitor progress, and identify risk and their mitigation. Able to use relevant project management tools.

Finance

• Able to monitor budgets and provide reports, and consider financial implications of decisions and adjust approach/recommendations accordingly.

Leading People

• Able to communicate organisational vision and goals and how these to apply to teams. Support development through coaching and mentoring, and enable and support high performance working. Able to support the management of change within the organisation.

Managing People

• Able to manage talent and performance. Develop, build and motivate teams by identifying their strengths and enabling development within the workplace. Able to delegate and enable delivery though others.

Building Relationships

• Able to build trust, and use effective negotiation and influencing skills and manage conflict. Able to identify and share good practice, and work collaboratively with others both inside and outside of the organisation. Use of specialist advice and support to deliver against plans.

Communication

• Able to communicate effectively (verbal, non-verbal, written, digital) and be flexible in communication style. Able to chair meetings and present using a range of media. Use of active listening, and able to challenge and give constructive feedback.

Self-Awareness

• Able to reflect on own performance, working style and its impact on others.

Management of Self

• Able to create a personal development plan.  Use of time management and prioritisation techniques.

Decision Making

• Able to undertake critical analysis and evaluation to support decision making Use of effective problem solving techniques.

BEHAVIOURS

• Takes responsibility
  Drive to achieve in all aspects of work. Demonstrates resilience and accountability. Determination when managing difficult situations.  Seeks new opportunities.
• Inclusive
  Open, approachable, authentic, and able to build trust with others. Seeks the views of others and values diversity.
  
• Agile
  Flexible to the needs of the organisation. Is creative, innovative and enterprising when seeking solutions to business needs. Positive and adaptable, responding well to feedback and need for change. Open to new ways of working.
• Professionalism
  Sets an example, and is fair, consistent and impartial. Open and honest. Operates within organisational values.

Lisa Oliver

Yuzu Trainer & Apprenticeship Delivery Manager

Debbie joined Yuzu Training a year ago, bringing over 20 years of hospitality experience. She’s a big fan of coffee and sweet treats like Mochas and Caramel Lattes. Based in Poole, Dorset, Debbie loves peeking into her learners’ workplaces all across the country.

Starting as a table clearer and working her way up to General Manager at various successful businesses, Debbie’s skills cover a wide range of areas including Business Management, HR, Training, Recruitment, Customer Service, Social Media, and more.

Moving from the busy restaurant scene to full-time training, Debbie stays fresh on industry knowledge. She’s excited to blend her experience with her learners’ expertise, creating opportunities for personal and professional growth beyond expectations.

Benefits for the employer

Who is this apprenticeship for?

This apprenticeship is for individuals who aspire to become customer service practitioners. They will be responsible for delivering high-quality products and services to their organisation’s customers.

Role titles include: 

Employers are entitled to funding from the Government to help pay for Apprenticeship training. The cost of the apprenticeship is set by Government and the cost for this apprenticeship is: £7,000.

If you are an employer who pays the Apprenticeship Levy, the full cost of the programme can be paid through your Apprenticeship Levy.

If you are non-levy payer, the Government will pay 95% of the apprenticeship costs and you as the employer pay a 5% contribution of £350.00 at the start of the programme.

In some cases, funding via Levy Transfer can be arranged to cover the 5% contribution, if your learner is under the age of 22 you will no longer be required to contribute the 5% towards the cost of the apprenticeship.

For any questions or further information:

Email [email protected] or call 02380 170378