Learning & Development
Conduct training needs analysis
Develop, compile and maintain training manuals, records and support materials as needs arise, ensuring that material remains current and relevant
Create, schedule and deliver training programmes focused on learning methods and based on employee needs, business priorities and best practice
Monitor and evaluate the effectiveness of training by deploying measurement and feedback tools that track outcomes and ensure alignment of objectives as well as to assess learners
Provide technical support and expertise through query resolution in support of the business in overall development of employees
Provide support with regard to new projects and technology
Design learning material by applying innovative techniques and best practices for effective delivery of content
Design and maintain functional and technical learning programme content and assessments
Design e-learning material (storyboards)
Design infographics, graphics, presentations and other
Develop e- Learning material to meet the defined and intended outcome of the training and suggest further action (i.e. observations)
Align learning material to meet best practices for learning
Develop programme content in line with quality standards for quality implementation purposes
Upload and test signed-off learning material on the LMS
Ensure learner understanding of material/subject matter by designing and developing assessment tools (pre and post) to assess strengths and developmental areas
Advise leadership on development issues based on the outcome of the assessments and provide reports to business on development gaps and completion rates
Ensure that assessments meet the agreed quality standards
Project Management
Initiate requested project by arranging and conducting kick-off meetings with relevant business units
Conduct needs assessments on training needs as required/identified by business by asking relevant questions, why, how, what etc.)
Consult with business areas to agree on reasonable and achievable deadlines
Facilitate joint analysis and design sessions, conduct business interviews and other information gathering techniques in order to determine learning material requirements
Develop and present a Customer Service training proposal and plan based on the needs assessment and make sound recommendations/provide effective and quality solutions to meet the identified need
Implement training and development plans
Plan and implement learning programmes
Coordinate resources associated with the design, development, testing and implementation phases of course content to ensure quality deliverables
Ensure that all proposals, training material, project milestones are signed off by the HR Director
Monitor achievement of project deliverables on a weekly basis and report on project status to the HR Manager/HR Director
Escalate any unresolvable queries/issues/challenges to the HR Manager/HR Director
Capacity Building
Discuss and explain feedback to the relevant business units to improve the overall quality of service.
Map the need for training and refresher programs to be initiated
Design capacity development interventions in collaboration with business units and coordinate the implementation of learning programs and coaching activities to address areas of development.
Ensure targeted communication and capacity building programs in the performance management process to enable managers to effectively evaluate and measure individual and team performance and to optimize performance and productivity.
In liaison with the Business Unit Managers and Talent Management teams, contribute to the implementation and management of employee development and talent management initiatives to address performance gaps related to capacity/knowledge gaps among employees.
Prepare and analyze Performance Improvement reports for the Management team to review.
Utilize reports on performance results for the development of action plans for agents.
Provide feedback and input into enhancements of processes, training and systems based on trends.
Fostering a culture of results, innovation, and quality assurance within the organisation.
Work Collaboratively
Build a culture of respect and understanding across the organisation
Recognise outcomes which resulted from effective collaboration between teams
Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organisation
Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions
Self-Management
Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
Demonstrate consistent application of internal procedures
Plan and prioritise, demonstrating abilities to manage competing demands
Demonstrate abilities to anticipate and manage change
Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs
Requirements
Bachelor’s degree in either Education, Training and Development, Human Resources, or a related field.
5 years’ experience as a Customer Service Training Specialist / similar role within financial services industry & Call Centre environment (Desirable).
Instructional Design experience and developing creative learning material.
Multi-media experience – videos, graphic designing.
Sound knowledge of Learning Management System
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