Michelle Carter-Lubbe

Hired on a contractual basis as part of the Nova project involving the roll out of a new point of sale, cash management, reporting and user management solution in all stores across Africa (GK Omnipos). The scope of this project spanned over 9 countries and 22 brands. • Training delivery and design • Sessions delivered: Cash Management, Point of Sale functionality and processes, MI Reporting, User Management, Instore price changes on SAP. • Designing assessments to confirm successful training and knowledge retention • Conducting store process audits post training • Providing recommendations for future training (training needs analysis) • Conducting train-the-trainer for new trainers joining the team • Running onboarding sessions for new team members and acting as a mentor

• Representing the client in an outsourced BPO – observing operations and providing consultation in areas of improvement. • Working alongside recruitment, running assessments and ensuring the highest quality of candidates are hired. • Managing a team developing training materials, digital presentations, how-to manuals, and instructional videos. • Design and delivery of operational induction for all new agents covering process, product, systems and soft skills. • Designing procedures and policies regarding techniques and appropriate agent performance. • Liaising with team leaders and managers to conduct on-the-job coaching. • Coaching and training of tenured agents on new or updated procedures and techniques, ensuring a return on investment. • Project management of new clinics being onboarded ensuring a smooth go-live and successful performance. • Collaboration and consulting with Quality Assurance specialists to ensure the process is effective and meaningful and ensuring relevant remedial coaching has been completed.

ICG Medical is a leading global healthcare recruiter with a focus on nurses (all specialities), midwives and home care/healthcare workers. • Responsible for the training team, managing trainer utilisation, recruitment, daily management, training plans and development of 5 L&D Business partners located globally. • Working with operational leadership teams in each brand, to analyse and establish learning requirements that drive high levels of performance against the business objectives. • Ensuring the most effective learning interventions are delivered across brands. • Managing the development of training materials and programmes to address specific business objectives. • Designing and implementing a Management & Leadership Development Programme rolled out internationally across the globe. • Facilitation of Management & Leadership Development training to senior leaders of the business. • Providing performance coaching and mentoring to senior leaders. • Strong stakeholder relationship management to ensure appropriate, sustainable delivery methods to support the fast growth within the organisation. • Implementing innovative interventions to ensure a fully blended learning approach including implementation of LMS and creation of eLearning. • Managing and scheduling induction and refresher training programmes. • Conducting content review process quarterly with brands to ensure materials are current and appropriate. • Creating and updating quarterly new starter training schedules as required, to share with key stakeholders. • Accountable for full record keeping processes, monthly management reporting and ROI / ROE reporting. • Implementing monitoring mechanisms using Kirkpatrick’s evaluation model to ensure learning success and effectiveness. • Develop a training peer observation process, to support and guide training team to develop. • Working as part of a team to create and deliver the talent and performance management process to the People Strategy.

Reporting the Senior Leadership Development Manager ensuring the effective development and delivery of innovative career building and behavioural change leadership programmes for all middle managers (280+) in the operations of the business. Working across 4 sites supporting the leaders of 10 Campaigns • Recruiting & performance managing a team of 10-14 Leadership Development Officers ensuring effectiveness, product knowledge & high standard of delivery. • Management of programmes to develop emerging and senior leaders in order to strategically develop a pipeline of strong leaders to support planning & to increase internal capacity within a time sensitive pressured operational environment. • Management of Capita Career pathway for leaders in the business by means of the Leadership Development Programmes - training, on the job coaching, on the job assessment and accreditation of movement on various levels of career pathway to support succession planning, talent development and staff retention. • Leading on content development projects working with a content design team to maintain content & create new content ensuring integration of best practice training methods, tools, and information to support the operations in being successful and ultimately meeting contractual KPI’s. • Strong focus on HR legislation and policies to ensure that Managers are complying – providing training and on the job coaching on HR interventions. • Implementation of the competency-based framework by means of inclusion in programmes and performance development discussions. • Project management of ad hoc performance improvement projects across campaigns – delivering on TNA, design, implementation and return on investment reporting. • Conducting annual training needs analysis and content review to align current programmes to business requirements and strategy.

Head of department for L&D and reporting to the Chief Operations Officer responsible for the learning requirements for both HQ staff as well as 35 retail locations nationwide providing softskills, technical, process and product knowledge learning to approximately 500 staff • Set up L&D department from scratch including all processes and design of all learning interventions. • Ensuring all training records and interventions are recorded and delivered in accordance with SETA requirements and in preparation for the annual ATR and WSP submissions. • Managed National Technical Trainer, National Operations Trainer, Training Co-ordinator and a network of Training Partners nationally. • Designed and managed training programmes to support product launches and changes in technology as directed by the Chief Operations Officer. • Designed and delivered training – face-to-face, video, webinars. • Designed and delivered Company induction for all new starters to the business. • Designed and delivered train-the-trainer programmes to national training partners. • Planned and managed operational inductions nationally delivered by training partners. • Designed assessment mechanisms to evaluate new starters after induction to ensure they can go live in stores. • Designed and managed the roll out of DJI product training to retailers such as Dion Wired, Makro, Cape Union Mart and Agrimark. • Part of project team responsible for designing and delivering training to support the roll out of a new cash point and customer relationship management system to all stores.

Assisting Software as a Service companies SaaS) to combat low adoption rates and product churn. Providing services to the clients of SaaS companies with training, software deployments, outsourced Customer Success Management and smarter working environments. Part of a central Organisational Development team responsible for the L&D requirements for 1200+ staff across the UK and Canada as well as supporting all learning solutions for technical tools used across the 5000 UK employees. • Proactively onboard all new customers, understanding their use case and aligning partner technology to their goals. • Design and delivery of training (system and change management solutions). • Work side-by-side with sales to deliver swift, timely and excellent customer service and identify future sales opportunities. • Contribute to system and process improvement. • Own customer issues to the point of resolution. • Stakeholder management at senior level both internally and externally.

Experts in payments, sharing knowledge to help businesses prosper. Worldpay is one of the world’s leading payment companies, with products and services powering commerce across the globe. Responsible for the L&D requirements for 1200+ staff across the UK and Canada as well as supporting all learning solutions for technical tools used across the company of 5000 employees. Part of a central L&D function / team contributing to central L&D projects. • Part of project team creating a central / group induction programme for all new starters to Worldpay • Manage external training providers - providing technical and soft skills training • Conducted a Learning Need Analysis across 6 Worldpay offices comprising of 800 staff members • Produced initial report for immediate requirements and draft Learning proposal produced • Fulfilled training requirements, working with external training providers • Responsible for L&D aspect of change project for Telephony system for 4 call centres. Responsible for design of programme and content. Project management of training element of programme including managing external training supplier (Dimension Data) • Responsible for management of technology & engineering training budget (£240 000 per annum) • Ownership, co-ordination and running monthly inductions • Part of project team responsible for company-wide change project – participated in project during identification of user groups, learning pathways, content format and training rollout timetable

Sedex, the Supplier Ethical Data Exchange, is a membership organisation (approximately 36 000+ members globally) dedicated to driving improvements in responsible and ethical business practices in global supply chains. Some key members I have worked with include: Marks and Spencer, Waitrose, Morrison’s, Procter & Gamble, John Lewis, Unilever, Diageo, Mars, SAB Miller, REMA 1000 • Conducting learning needs analysis for key accounts including Marks & Spencers, Waitrose, Morrison's, Procter & Gamble, John Lewis, Unilever, Diageo, Mars, SAB Miller, REMA 1000, Kraft Foods. • Designing bespoke training programmes / solutions to meet member’s requirements using full training cycle, ensuring return on investment. Examples include Sedex Software, Managing Relationships, Risk Assessment, Audits, Report Writing, and Troubleshooting with suppliers. • Management of training team in the London office of 2-5 people as well as a team of 22 Global Trainers covering 46 countries across the world in local languages. • Designing & delivering inductions for new starters. • Designing & delivering training internationally (Norway, Spain, China & USA) - classroom & webinar. • Senior level coaching and consulting with strategic accounts to design successful learning solutions / programmes across global supply chains. • Procurement & implementation of Learning Management System. • Recruiting trainers for both London office and Global Training Team. Responsible for training and assessing all trainers regularly to ensure high quality and effectiveness of training. Implementation of various assessment techniques. • Maintaining all learning & training materials, supporting quarterly system upgrades. • Working towards and exceeding sales targets for training team. • Managing 4-6 Supplier Engagement projects simultaneously for companies such as Waitrose & Proctor and Gamble, responsible for the complete project cycle.

Diageo is the world's leading premium drinks business with an outstanding collection of international brands across spirits, wine and beer. These brands include: Smirnoff, Johnnie Walker, Captain Morgan, Baileys, J&B, José Cuervo, Tanqueray, and Guinness. Recruited on a temporary basis working alongside the Global Procurement Learning and Development Manager to maintain L&D processes & systems, deliver training, manage projects, implement initiatives in the L&D agenda and support a business group of 300+ members with the embedding of L&D globally. • Regional Learning Champion for the Global Information Services & Business Services Procurement team. • Project Manage upgrade and rebuild of Procurement Process Management system called The Loop. • Manage and provide user training on the Procurement Capabilities Framework System. • 1 to 1 Coaching - Career Development, Development Plans and recommending appropriate learning solutions. • Designed, co-ordinated and delivered training materials and provided training face-to-face and via Webex to team members located globally as well as delivering classroom training in the UK and in Nigeria (Negotiation Skills, Stakeholder Engagement, “Grow Yourself”, Loop User Training, Development Plan) • Support the business group within Procurement and be the first point of contact, offering expert advice to line and senior managers and be responsible for the implementation of L&D initiatives within this group. • Provide reports to the Global Procurement Leadership Team in respect of Learning event attendance, Skills gaps and Learning History.

Combining industry expertise with innovative technology to deliver critical information to leading decision makers in financial, legal, tax and accounting, healthcare, science & media markets. Recruited to work with Senior Learning Specialists & Specialist Coaches to manage, support & facilitate the day to day learning requirements and roll out of training programmes for the Technical Support teams in the EMEA region. This included technical induction programmes, certification study plans & exams, technical training courses, mentoring and workshops in addition to encouraging the adoption of industry best practice. - First point of contact for technical managers, staff and new hires (up to 200 people) re: L&D, training, inductions - Designed, co-ordinated and evaluated annual staff Career Management Week (UK, Switzerland, Poland). - Designed and implemented Technical Learning Pathway. - Individually coached for performance, soft skills, personal / career development plans. - Design, delivery evaluation: eg PDP, Troubleshooting products you are not trained in, Data Quality, Introduction to NL, Train the Trainer, Presentation skills, Communication & Influencing, - Designed, implemented and ran the quarterly training scheduling process - meeting KPI's. - Evaluated and validated training to ensure effectiveness. - Initiated technical course updates & co-ordinated technical teams. - Designed, ran & evaluated induction programmes for new starters. - Ran assessments & roleplays as part of induction. - Designed & ran internal certification programmes. - Designed, implemented and ran an external certification offering for the purpose of incentivisation, increased productivity & performance, and staff retention. Procured suppliers, negotiated costs and managed annual budget. - Produced & maintained learning history record reports. - Produced & maintained monthly regional learning reports. - Briefed and coached mentors for international assignment.