Original listing text, shown exactly as published by the company.
About the Role - Delivery Manager - Strategic Accounts
We are looking for an exceptional people leader with a strong commercial mindset and a passion for the end-user experience. You will inspire, develop, and manage a team of Coaches dedicated to our Strategic Accounts.
In this role, you aren't just managing metrics; you are safeguarding the quality of delivery for our most critical partners. You will build a culture of high performance where your coaches are empowered to drive outstanding outcomes, ensuring that apprentices at world-leading organisations successfully complete their programmes and deliver ROI back to their employers.
What You'll Do
- Manage a pod of Coaches, taking full ownership of their performance, development, and engagement in a fast paced environment.
- Create an inclusive and psychologically safe team environment, fostering a culture aligned with Multiverse values, where coaches feel supported to handle the complexities of major clients.
- Take full responsibility of your team’s development and care deeply about them as people, not just employees.
- Provide clarity for your team by setting clear expectations, communicating a compelling vision, and explaining the why behind everything we ask them to do.
- Set clear team goals that align with broader Delivery goals, ensuring your team achieves all performance targets.
- Drive the engagement of your team through communication, feedback, recognition and development.
- Promote a culture of continuous improvement, coaching your team to surface and solve problems themselves.
- Leverage the power of observation & feedback, to drive performance & development and ensure instructors provide a quality Apprentice experience leading to timely programme completion.
- Empathetically advise your team on our People policies, accurately and in a timely manner.
- Conduct regular performance assessments in line with Multiverse’s semi-annual performance process, setting goals, and providing constructive feedback to drive growth and maintain our high bar.
- Building a high-performing team including supporting in the recruiting, onboarding or reskilling process as needed, as well as supporting the transition of instructors moving from other programs.
- Collaborate with key business stakeholders and cross-functional teams to ensure overall business success.
- Collaborate with cross functional partners to drive initiatives related to client, learner & coach experience.
- Use AI tools daily to improve ways of working and enhance both personal and team productivity
About You
- 5+ years of professional work experience, including 2+ years of people management experience managing teams (5+ reports) in a fast-paced, customer-centric environment.
- You understand the link between educational delivery and business retention. You are comfortable discussing how coaching quality impacts client ROI.
- You have a track record of motivating a team and holding them accountable to key metrics (KPIs/SLAs). You do this through hands-on people management, strong written and verbal communication and proactive data review.
- You are results-oriented with a data-driven approach. You are comfortable diving into dashboards to identify trends (e.g., a dip in off-the-job training hours) and intervening before they become issues. You’re comfortable using data to drive decision making and hold people accountable and achieve outstanding results.
- You embody strong problem-solving skills. When a Strategic & Large Enterprise client has a concern, you don't panic—you investigate, communicate, and resolve.
- You are a team player who collaborates well with peers, your manager, and cross-functional partners. You are transparent about challenges and proactively reflect on how to improve the team. You’re transparent about successes and challenges - always looking for learnings and ways to improve processes. You proactively reflect with your manager and you seek input and feedback on proposals and decisions to ensure they are in service to our quarterly goals.
- You have excellent verbal and written communication skills, able to code-switch effectively between internal coaching conversations and external client-facing correspondence and are able to work effectively with people at all levels.
- You treat everyone in your team equitably, ensuring all team members feel a sense of belonging and value.
- You own your own development and role model best practice in everything you do.
