Matthieu Manning-Taylor

Experience

• 

  Undergad College

  Sept 2005 - Jun 2008

  Teacher

  - Teacher of English A- Teacher of English B- Teacher of Social Studies- Teacher of Office Administration- Teacher of Spanish

• 

  Digicel Group

  Jul 2008 - Mar 2009

  - Supported the training unit in conducting various training sessions with a personalized style and technique.- Conducted in-depth filing and data processing of trainee personal documents.- Conduct interviews and record procedures for carrying out various tasks performed in document organization.- Document information in an electronic format in a most organized and efficient manner for easy access and comprehension.- Complete time sheets for trainees in a timely manner.- Created and combined test documents for trainees. Show less - Analysing and resolving customer queries using time management and also in an efficient manner with tact and professionalism.- Addressed inquiries of current and potential customers about products and services offered.- Increased customer knowledge by assisting with development and implementation of product-awareness program.- Received outstanding positive comments from team leaders on employee reviews, as well as exceptional feedback from the Quality Assurance Department.- Received Customer Service Award for outstanding track record of positive customer feedback. - At inception achieved perfect score on all phone monitors throughout tenure. Show less

  • Training Administrator

    Sept 2008 - Mar 2009

  • Customer Service Representative

    Jul 2008 - Sept 2008
• 

  Digicel Group

  Nov 2009 - Oct 2017

  •Manages the development, revisions and delivery of training programs across all groups within the department. •Consistent focus on the ongoing, long-term improvement of employees' skills•Managing implemented measures to assess the skills and knowledge within the department and determine what training is needed to grow and retain these skills.•Responsible for managing the Quality performance of the departments’ key customer touch points and ensuring that the relevant improvement actions (training, disciplinary, coaching etc.) is completed in a timely and relevant manner. •Responsible for a support team comprising of Training Specialists and Quality Assurance Executives•Required to collaborate with Managers. TL’s / QAT’s to determine performance gaps and training needs and to oversee the development and delivery of training programs •Responsible for identifying training and development needs within the department through job analysis, appraisal schemes and regular consultation with Managers / Supervisors. •Actively consider the costs of planned programs to keep within budgets and implement measures to assess the return on investment of any training or development program implemented.•Responsible for devising a training strategy for the department•Responsible for monitoring and reviewing the progress of trainees / participants •Keep up to date with developments in training by reading relevant journals, going to meetings and attending relevant courses; to have an understanding of e-learning techniques, and where relevant & possible being involved in the creation and/or delivery of e-learning programs. •Research new technologies and methodologies in workplace learning and present this research as opportunities to improve the training programs developed and delivered within the department. •Continuously seeks and capitalizes on opportunities to exceed the expectations of customers Show less • Execute new employee’s orientation sessions for new and existing staff• Drive compliance for mandatory courses; IT Security & Code of Conduct (achieved 98% compliance)• Created several e-learning training through adobe captivate to send to all staff for a more engaging training intervention• Provide accurate training data on the board report template by the first of each month.• Provide support with identifying training gaps in each department and sourcing/developing and executing training to fill these gaps.• Led various management skills activities to develop skills of the new and existing managers throughout the company• Led various training initiatives including an all staff training programme to ensure that staff members are aware of the various products and services the company offers• Managed the performance of the company by ensuring that objectives are Specific, Measurable, Realistic and Time bound and that objectives and assessment of the staff are submitted on time.• Managed talent management within the company where staff members are identified and placed on specific training programs to develop their skill sets to be placed in management roles.• Drove compliance for Individual development plan, ensuring that each staff member create their I.D.P and ensure that coming from their I.D.P, they are given at least one training initiative based on the objective set.• Used various assessment tools to evaluate managers and employees to ensure that they are performing at their optimum• Designed and delivered various training programs to the Retail stores; being the trainer responsible for this training and improving performance in the retail stores with 85% of stores achieving 80% and over on their monthly evaluation• Develop and execute training to several other Digicel territories after conducting training needs assessment• Created several assessment tools Show less - Conducted various training sessions including Digicel’s 4G Broadband with a personalized style and technique.- Monitored performance within the call centre and developed strategies for bottom performers ensuring that strategies are put in place for agents who are on a performance improvement programme- Coached agents monthly on areas of improvement and managed to increase productivity and increase agents quality performance each month- Managed a set of agents where I assisted in agents achieving 90% of their KPI’s- Conducted in-depth filing and data processing of trainee personal documents.- Conduct interviews and record procedures for carrying out various tasks performed in document organization.- Document information in an electronic format in a most organized and efficient manner for easy access and comprehension.- Effectively assisted customers while floor walking as a Training Specialist.- Revamped training documents to suit the trainee’s needs.- Completed training reports in a timely manner- Completed trainee assessment in a timely manner. Show less

  • Training And Quality Manager

    Jan 2017 - Oct 2017

  • Learning And Development Specialist

    Nov 2012 - Dec 2016

  • Training Specialist

    Nov 2009 - Nov 2012
• 

  Stocks & Securities Limited

  Nov 2017 - Feb 2019

  Training & Engagement Manager
• 

  KPMG (JESS)

  Feb 2019 - Oct 2021

  Provides oversight of key activities on a daily basis including:o Oversee the workflow of all in-scope processeso Oversee the quality control processo Liaise with the client’s onshore team regarding process related questions and issues o Assist HR Manager with metrics reporting• Support the transition of new services to JESS• Responsible for all aspects of their professional growth and development• Becomes the subject matter professional on all in scope processes, acts as an escalation point for the team’s questions to ensure it meets Client’s expectations• Monitors the achievement of operational objectives against agreed upon criteria and contractual service levels• Ensures that quality assurance reviews are adequately completed and these meet the Client’s expectations and deadlines• Works closely with the team leads to identify and resolve operational / delivery related issues and escalates to Client stakeholders and JESS HR Manager, as required• Oversees the team leads and team members who performs the execution and delivery of the in-scope tasks• Provides direction and leadership to the team leads• Supports the HR Manager with the performance management process • Ensure work is allocated by level according to skillset, complexity, and capacity• Collaborates within JESS with other (cross-functional) departments to share best practices related to service delivery, team leadership, and reporting• Brings a customer centric focus to the role and act as a point of escalation to ensure high levels of Client satisfaction • Effectively communicates with the Client to understand any changes to Client’s departmental policies, processes and procedures, and implement affected changes• Encourages and supports the identification of continuous improvement initiatives • Run reports and analyze data Show less People Management • Oversees the team who performs the execution and delivery of the in-scope KBSC-LC by providing direction and leadership to the team• Responsible for all aspects of their professional growth and development• Uses professional judgment to assign workload to team members• Monitors the achievement of operational objectives against Client criteria and contractual service levels and reports operational performance to the Client. • Becomes the subject matter professional on all in scope processes, acts as an escalation point for the team’s questions to ensure it meets Client’s expectations• Primary point of contact with the Client for questions/issues related to the daily service delivery• Encourages and supports the identification of continuous improvement initiatives Service Delivery • Review content for common editorial issues• Test learning content and courseware for usability and functionality on specified platforms, including the learning content management system (LCMS) and learning management system (Saba LMS) • Test courseware across various devices, operating systems and browsers, including: o Windows 10, Internet Explorer 11 o iOS devices, Safari.• Troubleshoot basic issues to determine root cause and provide direction for remediation.• Perform regression testing after fixes have been made and document the results against the review log.• Prepare PowerPoint presentations for virtual classroom sessions, including reviews and conversion for the virtual classroom platform. • Create backup screen recordings of virtual classroom sessions using industry standing screen recording tools.• Upload learning content (digital assets) to the LMS and perform content administration functions, including enrolling reviewers and associating content to classes or offerings.• Edit audio and video files based on direction provided with industry standard media editing tools.• Run reports and analyze data. Show less

  • Manager, Talent Acquisition & KBS

    Jan 2020 - Oct 2021

  • KBS Assistant Manager

    Feb 2019 - Jan 2020
• 

  KPMG JESS

  Oct 2021 - now

  Senior Manager - Learning & Development and Talent Acquisition

  o Monitoring the development and achievement of operational objectives and service level agreementso Serve as a development coach while providing direction and leadership to the assigned resources (direct and indirect). o Support the recruitment and development of staff. Establish, measure and manage the K-JESS workforce to promote a “customer service” focus and culture that is aligned with KJESS guidelines and Client requirements.o Client stakeholder relationship management, resolution of escalated issues (people and performance), and ensuring overall Client satisfaction with the delivery of services. o Assist the K-JESS leadership team in cultivating productive relationships between operational teams and stakeholders.o Leads the development of the JESS Learning & Development strategy and prepares budget and operational plans to support key learning and development activities Show less