Director, Learning Operations

The Director, Learning Operations, Governance and Learner Outcomes is responsible for ensuring that HMI Institute’s training centres, learner administration, funding operations, learning governance systems, learner experience, career outcomes, employer feedback loops and alumni engagement processes run reliably, efficiently and professionally.

The role provides leadership across Learning Operations and Learning Governance, ensuring that learners, trainers, partners, employers, regulators, alumni and internal stakeholders experience HMI Institute as organised, responsive, compliant, learner-centred and outcome-focused.

What You Will Lead

• Centre operations and delivery readiness: Lead the operational readiness, safety, resourcing and service continuity of HMI Institute’s training centres and satellite operations.
• Learner administration, experience and data integrity: Oversee admissions, enrolment, learner records, onboarding, orientation, attendance administration, learner support and engagement, with clear standards for accuracy, timeliness, responsiveness and service quality across the learner lifecycle.
• Career outcomes, placement and retention: Drive structured placement and early retention outcomes for learners, starting with career transition programmes and expanding across other programmes; track learner progression into employment, including 3- and 6-month retention, and implement interventions for at-risk learners.
• Employer feedback and satisfaction: Lead the team to work closely with employer-facing teams to gather feedback on graduate performance and readiness, translate employer insights into improvements in learner preparation and career readiness, and strengthen employer confidence in graduate employability.
• Alumni and ongoing engagement: Build a structured approach to alumni engagement beyond graduation through mentoring, talks, community initiatives and institute activities, using alumni insights and stories to strengthen learner engagement, career confidence and continuous improvement.
• Funding and claims operations: Protect funding recoverability through accurate eligibility checks, complete documentation, timely submissions, effective reconciliation and proper follow-up of exceptions.
• Training delivery support: Plan and ensure that the respective teams coordinate facilities , trainers, learning resources, equipment, IT support and assessment administration to support smooth programme delivery.
• Quality Assurance and governance: Oversee SOP governance, quality assurance, readiness, audit preparation, compliance tracking and corrective action follow-up.
• People leadership: Lead and develop Learning Operations and Governance staff, setting clear standards for ownership, accuracy, responsiveness and follow-through.
• Operational improvement and digitalisation: Use data and operational insights to improve workflows, strengthen controls, reducing errors and rework, and implement practical system or automation improvements.

What Success Looks Like

• Training centres and programmes operate safely, reliably and with minimal preventable disruption.
• Learner administration, funding and claims processes are accurate, timely and supported by effective controls.
• Operational and compliance risks are identified early, with corrective actions completed and recurring issues reduced.
• Teams demonstrate clear ownership, effective cross-functional coordination and consistent follow-through.
• Stakeholders experience the Institute as organised, responsive, professionally managed, learner-centred and outcome-focused.
• Learners receive timely support throughout training, with feedback, concerns and escalations handled consistently and service standards monitored across the learner journey.
• Placement, employment progression and early retention outcomes are tracked, reported and improved through structured follow-ups and targeted interventions.
• Employer and alumni insights are actively used to improve learner preparation, career confidence, graduate readiness and long-term engagement with the Institute.

Required Competencies

• Demonstrated strong operational discipline and ability to manage multiple workflows at the same time.
• Good understanding of training operations, learner administration, funding documentation, quality assurance and compliance requirements.
• Ability to think systematically and understand how operations, quality, learner experience and institutional credibility are connected.
• Strong ownership mindset, with the ability to anticipate issues and resolve them at the appropriate level.
• Comfortable with documentation, SOPs, audit evidence, trackers, dashboards and process improvement, leveraging digital system wherever possible.
• Able to lead staff with clarity, accountability, coaching and high standards.
• Good communication skills and ability to work across departments constructively.