Abdul Sahad Azad
Summary
A Learner focused Head of Learner Services dedicated to delivering outstanding service and exceeding customer/stakeholder expectations. Skilled in managing teams, streamlining operations, and enhancing the learner experience. Experience in operations (Educational Setting), including LMS management, project management, optimising teams/processes, and staff training. Proven ability to develop and implement strategies that enhance stakeholder satisfaction and drive revenue growth. Committed senior leader with exceptional leadership, organisational skills and communication abilities leads high-performing cross-functional teams. Leads projects, company operations and business growth. I consider myself a focused individual with confidence in providing a first-class service in building and maintaining relationships/processes.
Overview
19
19
years of professional experience
7
7
years of post-secondary education
Work history
Head of Learner Services / SLT
Free2Learn
10.2018 - Current
- Developed and implemented organisational strategies and goals
- Strategic planning and setting operational goals for the organisation
- Established a short-term vision and direction for the organisation
- ESFA contract management, reporting directly to ESFA, reporting on our contractual KPIs, driving the achievement of contractual KPIs
- Creating a course plan to ensure KPIs are met, and preparing reports for SLT meetings
- Monitor financial performance and maintain budgetary discipline
- Set performance targets and evaluate departmental and individual performance to satisfy the contractual KPIs
- Develop a culture of accountability and constant improvement
- Create contingency plans to handle unforeseen issues
- Ensure compliance to industry regulations and legal obligations
- Develop strategies to increase learner satisfaction and loyalty
- Communicate organisational performance and strategy to stakeholders
- Promote collaboration across departments to meet organisational goals, particularly for the ESFA contract
- Completed and implemented SAR and QIP reports
- Implemented improvements to enhance productivity and streamline workflows
- Allocated resources such as staff, equipment, and materials to meet LS targets
- Assigned tasks/responsibilities, set performance goals, and conducted performance evaluations of teams
- Established and enforced quality control measures and procedures to maintain high levels of learner satisfaction
- Led projects such as developing a Learner Management System and revamping communication channels
- Successfully secured major contracts through effective bidding and tendering strategies, resulting in significant revenue growth
- Developed strong relationships with key stakeholders and clients, enhancing the company's reputation and increasing the win rate of bids and tenders
- Worked closely with HR, Safeguarding, MIS, and Quality Teams or organisational goals and specifically Ofsted.
Learner Support Manager
Free2Learn
- Managed the Teaching & Learning and Admissions Team
- Developed and implemented learner support strategies
- Created, implemented, and updated the Learner Management System (LMS)
- Dealt with complaints, learner voice, and safeguarding issues
- Anticipated and met learner needs, responded to inquiries in a timely manner, and ensured high levels of learner satisfaction
- Stayed current with educational trends, best practices in learner support, and relevant regulations or compliance requirements
- Designed, developed, and delivered training programs for teaching and support staff
- Analysed learner needs, designed support programs, and implemented initiatives to enhance the learning experience
- Effectively communicated with learners, tutors, and Senior Leadership Team
- Responsible for creating 2&8 reports and liaising across departments to provide feedback in SLT meetings.
Employer Engagement Advisor
Free2Learn
- Supported learners on their online journey with Free2Learn
- Handled queries from learners via telephone/email
- Assisted learners having issues logging on or completing workbooks
- Conducted F2L surveys and completed learner reviews over the phone
- Provided learners with advice and support regarding job search, CVs, and interview techniques
- Utilized CRM system for accurate information and produced regular reports on business development activity
- Organized and coordinated in-house employability sessions
- Collaborated with learners from Tower Hamlets, Hackney & Barking Job Centres.
Driver / Mentor
Sainsbury's
09.2017 - 10.2018
- Trained new drivers on how to be successful Delivery Drivers
- Guided new drivers through their first 12 weeks of training, including relevant paperwork, checks, and completing modules
- Liaised with planning team for work schedules, training days, and on-the-job training.
Employment Coach
CDG, Career Development Group (Shaw Trust)
05.2012 - 09.2017
- Worked with customers from Tower Hamlets Job Centre on the Work Programme
- Organized and ran in-house employability sessions
- Arranged student timetables and coordinated relevant external courses
- Provided 1-2-1 advice and guidance sessions
- Matched suitable candidates for vacancies through pre-screening for employers
- Built and maintained relationships with local employers and training providers/colleges.
IAG Advisor
Red Kite Learning
06.2009 - 04.2012
- Worked with ex-offenders at Tower Hamlets, Westminster & Greenwich Probation offices
- Helped clients create CVs, disclosure letters, covering letters, and provided job search assistance
- Conducted interviews and identified client needs using referral and assessment tools.
Careers Advisor
Osmani Trust E & E Project
11.2008 - 06.2009
- Worked with clients aged 15-25, NEET & EO
- Conducted weekly mentoring sessions to build confidence and provide advice and guidance.
Account Manager
Carrington Blake Recruitment Agency
04.2008 - 11.2008
- Managed accounts with different London Borough Councils by providing staff
- Oversaw staff on contracts with the Council.
Administrative Officer/Clearing Officer
Global Education (Recruitment)
04.2007 - 04.2008
- Resourced candidates through online searches and email screening
- Conducted cold calling to schools and teachers
- Visited schools to explain recruitment process efficiency.
Recruitment / Support Officer
Access to Employment & Training (Charity)
10.2005 - 03.2007
- Provided client advice and support regarding job search, CVs, and interview techniques
- Conducted outreach work and provided support to clients on local estates, community halls, and youth centres.
Education
PRINCE2 Agile Foundation & Practitioner - Ongoing -
ILX Group
NVQ Level 3 in IAG – Completed - undefined
Harrow College @ Red Kite Learning
03.2010 - 05.2010
undefined
Tower Hamlets College / Westminster Kingsway College
09.2003 - 05.2005
undefined
Swanlea Secondary School, Whitechapel
09.1998 - 05.2003
Skills
- Problem-solving
- Communication skills
- Strategic Planning
- Leadership
- Google Workspace
- Programme development
- Talent development
- Educational administration
- Data analysis and reporting
- Performance Management
- Planning and coordination
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline
Head of Learner Services / SLT
Free2Learn
10.2018 - Current
Driver / Mentor
Sainsbury's
09.2017 - 10.2018
Employment Coach
CDG, Career Development Group (Shaw Trust)
05.2012 - 09.2017
NVQ Level 3 in IAG – Completed - undefined
Harrow College @ Red Kite Learning
03.2010 - 05.2010
IAG Advisor
Red Kite Learning
06.2009 - 04.2012
Careers Advisor
Osmani Trust E & E Project
11.2008 - 06.2009
Account Manager
Carrington Blake Recruitment Agency
04.2008 - 11.2008
Administrative Officer/Clearing Officer
Global Education (Recruitment)
04.2007 - 04.2008
Recruitment / Support Officer
Access to Employment & Training (Charity)
10.2005 - 03.2007
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Tower Hamlets College / Westminster Kingsway College
09.2003 - 05.2005
undefined
Swanlea Secondary School, Whitechapel
09.1998 - 05.2003
Learner Support Manager
Free2Learn
Employer Engagement Advisor
Free2Learn
PRINCE2 Agile Foundation & Practitioner - Ongoing -
ILX Group
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