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