Learning & Development Facilitator

Key Responsibilities:

· Facilitation of the Debt recovery Skills Programme

· Assisting and providing input into the identification of operational Learning and Development needs

· Facilitation of Leadership & Behavioral, Technical, and business specific/customized programmes.

· Conducting Learning and Development Assessments, Moderation

· Evaluating the impact of learning and determining ROI on Learning interventions and activities

· Quality assurance of learning material, processes and activities to ensure continuous improvement

· Compiling and submitting Learning & Development data/reports

· Provide input into the Training Needs Analyses process (through surveys, interviews with employees, focus groups, or consultation with managers, instructors, or customer representatives) and compile operational training plans

· Scope and maintain L&D delivery project plans in line with operational requirements.

· Develop (or review) outcomes-based course material and learning interventions

· Ensure seamless training delivery administration i.e. Training schedule development; communication with attendees, venue booking, production of learner manuals, ordering of learning aids, stationary and equipment e.g. headsets etc.

· Facilitate and deliver learning interventions using a variety of blended learning methodologies to ensure achievement of required learning outcomes

· Maintain and adhere to facilitation standards as outlined in the L&D QMS policies and procedures

· Conduct Assessment and/or Moderation of learner portfolios of Evidence in

· Track and report on implementation of operational training plans

Behavioural Competencies Required:

· Presenting and Communicating Information

· Writing and Reporting

· Working with People

· Planning & prioritizing/ Persuading and Influencing

· Relating & Networking

· Following Instructions and Procedures

· Delivering Results and Meeting Customer Expectations

· Planning & Organising coping with Pressures and Setbacks

Technical Competencies Required:

· Knowledge and understanding of all relevant labour legislation; Human Resources practices, Policies and Procedures

· Working knowledge of and exposure to best practice in Learning & Development

· Working knowledge of Call centre operations & various systems:

o The Cheetah System

o Client systems

· The proven ability to design & develop outcomes-based learning programmes using a variety of learning methodologies

· The proven ability to analyse and design learning solutions to a variety of people driven business challenges through research and innovation

· Working knowledge of the QCTO framework & Seta ETQA requirements

· The proven ability to produce insightful L&D reports