Learning & Development Manager

SUMMARY:
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POSITION INFO:
About the Role We are seeking an experienced and driven Learning & Development Manager to lead the design, delivery, and continuous improvement of training programmes within a dynamic, high-performance BPO environment. This role will be responsible for developing impactful learning solutions across product, process, systems, and skills training, while leading a team to deliver high-quality training interventions across the business. You will play a key role in ensuring employees are equipped with the knowledge, skills, and cultural alignment needed to meet client expectations and drive operational success. Key Responsibilities Design, implement, and continuously improve the Learning & Development strategy Develop and deliver blended learning solutions (face-to-face, virtual, e-learning, coaching, and on-the-job training) Lead and manage a team of facilitators, ensuring high standards of delivery and consistency Conduct Training Needs Analysis (TNA) to identify skills gaps and align training to business and client requirements Oversee onboarding and ongoing (“in-life”) training programmes Maintain and manage learning content within the Learning Management System (LMS) Track training participation, performance, and effectiveness using data-driven insights Produce and present weekly and monthly reports on training performance and impact Partner with stakeholders across operations and clients to align training outcomes with business needs Drive continuous improvement through feedback, coaching, and best practices Minimum Requirements Qualifications: Matric (essential) Relevant Bachelor’s degree (highly advantageous) Skills Development Facilitator and\/or Assessor qualification (preferred) Experience: Minimum 5 years’ experience in Learning & Development within a structured environment At least 2 years’ experience managing or leading L&D teams Experience designing training solutions aligned to operational or client requirements BPO or high-volume environment experience   Experience working with LMS platforms and e-learning tools Skills & Competencies Strong instructional design and facilitation capability Excellent communication and stakeholder engagement skills Strong planning, organisational, and reporting ability Analytical mindset with the ability to measure training effectiveness Ability to influence and collaborate across multiple teams Passion for people development and talent growth Resilient, adaptable, and solutions-oriented High attention to detail and quality standards Ability to work in a fast-paced, evolving environment Working Hours Due to the nature of supporting international clients (UK, USA, Australia) as well as local operations, this role requires a flexible approach to working hours , including the ability to align with varying campaign schedules when required. Why Join? Opportunity to shape and lead a high-impact Learning & Development function Work within a fast-paced, global-facing environment Play a key role in developing talent and driving business performance Apply now if you’re passionate about developing people, driving performance, and making a measurable impact through learning.