Location

India / Remote

Hours

Full Time

Job reference

3020

Closing date

31/12/2021

About Coats Digital

Coats Digital ( https://www.coatsdigital.com/ ) is the software business of Coats Group (FTSE 250) the world’s leading industrial thread company delivering innovation, digital solutions and sustainable value to c. 40,000 customers in over 100 countries around the globe.

We leverage deep industry and technology expertise to create business critical software solutions specifically for fashion brands, delivering tangible improvements in speed/agility, productivity/cost and sustainability across the end-to-end supply chain. Our industry leading solutions allow customers to optimize, connect and accelerate key processes from design and development, to costing, sourcing and production planning and control.

Coats Digital supports customers on the digital transformation journey, solving their key pain points in the supply chain, which is critical to achieving their strategic objectives. Specialist, business critical solutions, created for fashion businesses and proven to deliver significant, measurable and sustainable improvements in operational and financial performance, while concurrently delivering on compliance and CSR commitments.

Role Purpose

The Knowledge Operations & Project Officer will work with the Knowledge Operations Manager on the following key areas:

Internal Systems

To assist with the project management of internal systems implementations, both for the Knowledge Operations department and other business departments as required, to ensure projects are successfully delivered within the internal project management process.

Regularly review internal Knowledge Operations systems for continuous improvement initiatives: recommend areas for change, enhancement or training. Ensuring recommendations are validated with the correct stakeholders and delivering change or training requests.

Process/ Compliance

Equipping our delivery teams with the latest documentation and operational guidelines they can successfully deliver customer facing projects. To be completed through creating and maintaining standard operation process (SOP) documentation and operation guidelines for the Knowledge Operations team, keeping our template library up to date and adhering to Coats Digital brand guidelines for all documentation.

Supporting the roll out of project delivery processes and documentation within delivery teams, ensuring that processes are adhered to throughout our direct delivery teams and partner delivery channels.

Training

Assisting with the management of the Learning Management System (LMS) including platform management, content management and ensuring the platform maximizes its potential for Coats Digital.

Co-ordinating the content for and managing partner on-boarding packs for Customer Operations areas, primarily delivered through the LMS platform to provide our partners with the knowledge to deliver and support our products.

 

Principal Accountabilities and Key Activities

Main Duties & Responsibilities: Internal Systems

  • Work with the Knowledge Operations Manager to build business case justifications for internal system requirements
  • Assisting with the development of internal project plans and resource allocation
  • Identify and document project issues, suggest and own corrective actions, escalating at the appropriate stage and as required
  • Take responsibility, in conjunction with the Knowledge Operations Manager, for the scheduling of meetings and activities to support the successful delivery of internal system implementation
  • Document project actions, activities and keep RAID logs up to date
  • As required, supporting stakeholders/ SMEs with process design, data analytics and documentation of new system design
  • Reviewing Knowledge Operations systems on a regular basis for correct usage and identification of process enhancements
  • Ensuring revisions to internal Knowledge Operations systems are validated, approved, tested and deployed in accordance with project guidelines
  • Delivering training on Knowledge Operations internal systems
  • Ensure any key documents (including training materials) are kept up to date, version controlled and formatted in a professional way and to the agreed Coats Digital guidelines
  • Ensure all systems are kept up to date and implementation/project control processes are adhered to

Main Duties & Responsibilities: Process/ Compliance

  • Assisting with the creation and alignment of project delivery processes across the Coats Digital suite, taking into account individual product requirements
  • Working with internal and Partner delivery teams to ensure processes are uniformly understood
  • Updating template libraries with latest versions of documentation and removing historical versions, ensuring ease of access
  • Co-ordinating product updates into operational documents and libraries
  • Create and update standard operation process (SOP) documentation and operation guidelines for both internal and external use
  • Reviewing latest Marketing brand guidelines and keeping documents ‘on brand’
  • Creating and providing document and project checklists to delivery teams
  • Checking documentation is completed to the outlined requirements, escalating to Professional Services Managers and Knowledge Operations Manager where documentation is absent or incorrect
  • Working with Knowledge Operations Manager and wider Revenue Operations Team on continuous improvement initiatives and roll out of new processes/ guidelines
  • Keeping up to date with legislation or public guidelines globally that could affect documentation/ processes

Main Duties & Responsibilities: Training

  • Platform management of the LMS system to ensure all content goes through the correct approvals meets required standards
  • Assist with the design and development of new courses, taking into consideration the target audience, learning styles and different engagement methods
  • Analysing course feedback, pass rates and attendance statistics for areas of high and low performance, adjusting courses and content as required
  • Co-ordinating the course content creation for Coats Digital suite products
  • Creating content for internal systems and internal processes
  • Ensuring courses are kept up to date with latest product functionality
  • Training Course Instructors and guiding their use of the platform
  • Facilitating the Partner onboarding Customer Operations training programs, rolling out initial and refresher training, primarily through the LMS platform
  • Keeping up to date with LMS platform releases, new functionality
  • Actively researching training and learning methods for practical application within the platform

Education, Qualifications and Experience

(Include skills and competencies required to perform the role competently)

Essential

  • Understanding of the importance of documentation and process management
  • Delivered training either internally or externally
  • Business process mapping and data analytics skills
  • Able to communicate effectively and build strong working relationships with internal employees at all levels
  • Experience in customer-facing role, with understanding of client management
  • Ability to produce excellent client-facing materials covering solution design, technical requirements and training materials
  • Logical approach to tasks and problem solving

Desirable

  • Project Management experience
  • Project Management Qualification
  • Business Analyst Qualification
  • LMS experience
  • Previous experience with one or more of our Coats Digital suite products