Facilitation Manager

The Facilitation Manager will be responsible for owning the delivery of the learning experience,\nensuring that every learner interaction is engaging, applied, and impactful at\nthe highest standard. This role acts as the driver of the human learning\nexperience, translating learning design into meaningful, real\-world engagement\nthat enables learners to Think, Apply, and Grow.<\/span><\/span><\/span>
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As a key member of the\nExperience team, the role operates across three integrated pillars:\nFacilitation, Learning Solutions, and Academic Operations, driving alignment,\nintegration, and excellence across the full learning journey. The position\nplays a critical role in ensuring these functions operate as one unified\nsystem, co\-owned and not siloed, with shared accountability for learner\noutcomes, participation, and overall experience impact.<\/span><\/span><\/span>
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This role requires a\ntech\-savvy, energetic leader with a strong interest in human\-centred,\nfuture\-focused education, who is able to translate learning solutions into\nhigh\-quality delivery, drive facilitator capability, and leverage data to\ncontinuously improve learner engagement and outcomes. The successful incumbent\nwill bring momentum, adaptability, and a proactive approach beyond a\ntraditional 9\-to\-5 mindset.<\/span><\/span><\/span>
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With ambitious international\ngrowth plans, this role offers significant opportunity for progression and the\nability to scale impact alongside the organisation, contributing directly to\nMasterStart\u2019s mission of delivering workplace\-applied, human\-centred, and scalable\nlearning experiences.<\/span><\/span><\/span>
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<\/span>Key Responsibilities<\/span><\/span><\/span><\/span><\/span>
<\/span><\/b>The\nresponsibilities outlined below are indicative of the role and may evolve in\naccordance with business needs.<\/span><\/span><\/b> <\/span> <\/span><\/b><\/span><\/span><\/i>
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1.<\/span> <\/span><\/span><\/span><\/span><\/span>Facilitation Delivery & Learner Experience<\/span><\/span><\/span>
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Own the end\-to\-end delivery of the learning\nexperience across all programmes, ensuring that facilitation is consistently\nengaging, structured, and outcome\-driven<\/span><\/span><\/span>
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Ensure all learning interactions align to the Think,\nApply, Grow model, with a strong emphasis on real\-world application and\nmeaningful learner engagement<\/span><\/span><\/span>
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Maintain consistent delivery standards across\nfacilitators, programmes, and delivery formats, ensuring a high\-quality and\nunified learner experience<\/span><\/span><\/span>
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Monitor facilitation quality across sessions,\nidentifying risks early and intervening where necessary to maintain delivery\nexcellence<\/span><\/span><\/span>
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Drive a human\-centred approach to learning, ensuring\nlearners feel supported, challenged, and engaged throughout their journey<\/span><\/span><\/span>
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2.<\/span> <\/span><\/span><\/span><\/span><\/span>Facilitator & Industry Expert Capability\nDevelopment<\/span><\/span><\/span>
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Lead the recruitment, onboarding, and ongoing\nmanagement of facilitators, coaches, and Industry Experts, ensuring alignment\nto MasterStart standards<\/span><\/span><\/span>
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Build and maintain a high\-performing facilitator\nnetwork capable of delivering consistent, high\-quality learning experiences<\/span><\/span><\/span>
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Drive continuous capability development through\nstructured coaching, feedback, training sessions, and performance support<\/span><\/span><\/span>
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Conduct regular performance evaluations, identifying\ndevelopment areas and implementing targeted improvement plans<\/span><\/span><\/span>
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Ensure facilitators are confident, well\-prepared, and\nequipped to deliver engaging, impactful, and learner\-centric sessions<\/span><\/span><\/span>
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3.<\/span> <\/span><\/span><\/span><\/span><\/span>Facilitation Framework, Standards & Playbooks<\/span><\/span><\/span>
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Design, implement, and continuously refine the\nFacilitation Framework to ensure consistency and excellence across all\nprogrammes<\/span><\/span><\/span>
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Develop and maintain facilitator guides, playbooks,\nand delivery standards that support scalable and repeatable high\-quality\nfacilitation<\/span><\/span><\/span>
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Standardise delivery approaches while allowing\nflexibility to adapt to different learning contexts and programme requirements<\/span><\/span><\/span>
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Continuously evolve facilitation practices based on\nlearner feedback, engagement data, and emerging industry trends<\/span><\/span><\/span>
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Ensure strong alignment between facilitation,\nlearning design, and academic standards<\/span><\/span><\/span>
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4.<\/span> <\/span><\/span><\/span><\/span><\/span>Learner Engagement, Participation & NPS<\/span><\/span><\/span>
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Drive learner participation and engagement across all\nprogrammes, ensuring active involvement in learning activities and sessions<\/span><\/span><\/span>
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Monitor and improve key learner experience metrics,\nincluding NPS, satisfaction scores, and participation levels<\/span><\/span><\/span>
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Identify engagement gaps, drop\-off points, and\nlearner risks, implementing targeted interventions to improve outcomes<\/span><\/span><\/span>
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Work closely with Learning Success Coordinators to\nstrengthen learner communication, support, and engagement strategies<\/span><\/span><\/span>
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Ensure that engagement initiatives directly\ncontribute to learner success, completion rates, and overall experience quality<\/span><\/span><\/span>
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5. Technology Adoption & Delivery Enablement<\/span><\/b>
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Ensure facilitators effectively utilise learning\nplatforms, virtual classrooms, and engagement tools to enhance the delivery\nexperience<\/span><\/span><\/span>
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Drive adoption of new technologies and tools that\nimprove learner interaction, engagement, and delivery quality<\/span><\/span><\/span>
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Provide guidance and support to facilitators on the\neffective use of digital tools and platforms<\/span><\/span><\/span>
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Stay up to date with emerging technologies and trends\nin facilitation, integrating relevant innovations into the delivery model<\/span><\/span><\/span>
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Ensure technology is used to enhance, rather than\nreplace, the human aspect of the learning experience<\/span><\/span><\/span>
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6<\/b>. Data\-Led Delivery & Continuous Improvement<\/b><\/span><\/span><\/span><\/span>
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Analyse learner data, feedback, and session\nperformance metrics to identify trends, risks, and improvement opportunities<\/span><\/span><\/span>
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Monitor facilitation effectiveness and overall\ndelivery performance, implementing continuous improvement initiatives where\nrequired<\/span><\/span><\/span>
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Use insights to refine facilitation approaches,\nengagement strategies, and delivery models<\/span><\/span><\/span>
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Share relevant insights with Learning Solutions and\nAcademic Operations to support broader experience improvements<\/span><\/span><\/span>
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Ensure that all facilitation\-related decisions are\ninformed by data, feedback, and measurable outcomes<\/span><\/span><\/span>
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7. Operational Delivery & Facilitation Readiness<\/b><\/span><\/span><\/span><\/span><\/span><\/span>
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Ensure all programmes are fully facilitation\-ready,\nincluding facilitator allocation, session preparation, and resource\navailability<\/span><\/span><\/span>
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Oversee facilitation workflows and delivery processes\nto ensure efficiency, consistency, and reliability<\/span><\/span><\/span>
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Support programme pilots, onboarding processes, and\nrollout readiness for new courses and initiatives<\/span><\/span><\/span>
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Manage facilitation\-related administration,\ncommunication, and coordination across stakeholders<\/span><\/span><\/span>
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Identify operational inefficiencies and implement\nimprovements to support scalable delivery<\/span><\/span><\/span>
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8. Business Partnership & Cross\-Functional Alignment<\/b><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>
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Collaborate closely with Learning Solutions to ensure\nlearning design is effectively translated into delivery<\/span><\/span><\/span>
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Partner with Academic Operations to ensure\nfacilitation aligns with academic standards and governance requirements<\/span><\/span><\/span>
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Engage with Sales, Marketing, and other business\nunits to ensure delivery meets client and organisational expectations<\/span><\/span><\/span>
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Support enterprise and customised solution delivery\nby providing input on facilitation feasibility and approach<\/span><\/span><\/span>
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Ensure alignment between design, delivery, and\nlearner experience across the business<\/span><\/span><\/span>
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9. Integrated Experience Partnership<\/b><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>
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Operate as part of the unified Experience Team across\nAcademics, Learning Solutions, and Facilitation<\/span><\/span><\/span>
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Ensure strong alignment and collaboration across the\nthree pillars to deliver a seamless learner experience<\/span><\/span><\/span>
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Contribute to shared ownership of learner outcomes,\nexperience metrics, and overall programme success<\/span><\/span><\/span>
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Support a partnership\-driven, non\-siloed operating\nmodel where responsibilities are clear, but outcomes are co\-owned<\/span><\/span><\/span>
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<\/span><\/span><\/span><\/span><\/span>Actively contribute to Experience team initiatives\nand continuous improvement efforts<\/span><\/span><\/span>
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10. Leadership, Capability & Culture<\/b><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>
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Lead and manage the facilitation function, including\ninternal teams and the broader facilitator network<\/span><\/span><\/span>
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Build a high\-performance, accountable, and\nlearner\-centric culture within the facilitation environment<\/span><\/span><\/span>
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Drive continuous capability development, engagement,\nand performance improvement within the team<\/span><\/span><\/span>
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Foster collaboration, innovation, and a strong sense\nof ownership across the function<\/span><\/span><\/span>
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Develop future capability within the team to support\ngrowth, scalability, and evolving business needs<\/span><\/span><\/span>
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Requirements<\/h3>
Bachelor\u2019s\ndegree in Industrial Psychology, Education, Learning & Development, or a\nrelated field<\/span><\/span>
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Minimum of 5+\nyears\u2019 experience in training and facilitation (online and in\-person)<\/span><\/span>
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Minimum of\n2\u20133 years\u2019 experience managing teams or facilitator networks<\/span><\/span>
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Proven\nexperience in:<\/span><\/span>
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Course\nfacilitation<\/span><\/span>
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Facilitator\ndevelopment<\/span><\/span>
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Learner\nengagement strategies<\/span><\/span>
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Strong\nunderstanding of:<\/span><\/span>
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Digital\nlearning environments<\/span><\/span>
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Facilitation\ntechniques<\/span><\/span>
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Learner\nengagement models<\/span><\/span>
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Experience\nworking with:<\/span><\/span>
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LMS platforms<\/span><\/span>
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Virtual\nclassrooms<\/span><\/span>
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Online\nengagement tools<\/span><\/span>
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Strong\ncommunication, coaching, and leadership skills<\/span><\/span>
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High\nattention to detail and strong organisational ability<\/span><\/span>
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Ability to\noperate in a fast\-paced, evolving environment<\/span><\/span>
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<\/span>Preferred Qualifications and Experience<\/span><\/span><\/span><\/span><\/b>
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Postgraduate\nqualification in Education, Learning Design, or L&D<\/span><\/span>
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Experience\nin online, blended, or EdTech environments<\/span><\/span>
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Exposure\nto facilitation frameworks and scalable delivery models<\/span><\/span>
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Experience\nin enterprise or B2B learning environments<\/span><\/span>
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Experience\ndriving learner experience metrics (NPS, engagement, participation)<\/span><\/span>
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Understanding\nof Higher Education or accreditation environments<\/span><\/span>
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Experience\nin building and managing facilitator or coach networks<\/span><\/span>
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<\/span>C<\/span><\/span>ore\nCompetencies<\/span><\/span><\/span><\/b><\/span><\/p>
1. <\/span><\/span><\/span><\/b><\/span><\/span>Learner Experience & Engagement Excellence<\/span><\/span><\/span><\/b><\/span><\/span>
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Deep understanding of human\-centred learning and engagement<\/span><\/span><\/span><\/span>
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2.<\/span><\/span><\/span><\/b><\/span><\/span> Facilitation & Delivery Expertise<\/span><\/span><\/span><\/b><\/span><\/span>
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Strong capability in translating learning design into impactful delivery<\/span><\/span><\/span><\/span>
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3.<\/span><\/span><\/span><\/b><\/span><\/span> Leadership & Capability Development<\/span><\/span><\/span><\/b><\/span><\/span>
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Ability to build and develop high\-performing facilitator networks<\/span><\/span><\/span><\/span>
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4.<\/span><\/span><\/span><\/b><\/span><\/span> Operational Execution & Delivery Management<\/span><\/span><\/span><\/b><\/span><\/span>
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Ensures efficient, scalable, and high\-quality delivery<\/span><\/span><\/span><\/span>
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5.<\/span><\/span><\/span><\/b><\/span><\/span> Data\-Driven Decision Making<\/span><\/span><\/span><\/b><\/span><\/span>
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Uses insights to improve engagement and performance<\/span><\/span><\/span><\/span>
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6.<\/span><\/span><\/span><\/b><\/span><\/span> Technology Enablement<\/span><\/span><\/span><\/b><\/span><\/span>
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Leverages tools and platforms to enhance facilitation<\/span><\/span><\/span><\/span>
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7.<\/span><\/span><\/span><\/b><\/span><\/span> Stakeholder & Business Partnership<\/span><\/span><\/span><\/b><\/span><\/span>
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Aligns facilitation with broader business and experience goals<\/span><\/span><\/span><\/span>
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8.<\/span><\/span><\/span><\/b><\/span><\/span> Adaptability & Execution Drive<\/span><\/span><\/span><\/b><\/span><\/span>
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Thrives in fast\-paced, evolving environments<\/span><\/span><\/span><\/span>
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