Senior Learning & Development Manager

Introduction

This position is responsible for leading efforts that maintain and enhance ongoing learning within a selected campaign. The Senior Learning & Development Manager will define, create, and implement strategies, through core resources, for the design, implementation, and evaluation of programs that facilitate professional development and continuous learning for all employees.

Duties & Responsibilities

• Responsible for the overall strategic development of the specific Learning and Development campaign

• Manage and develop up to 3 Learning & Development Managers, each of which manage up to 10 Learning & Development Officers over multiple accounts

• Represent L&D on client calls and transition activities for relevant campaigns

• Obtain and develop an ongoing commercial awareness of contracts and performance within the segment.

• Regularly review scorecards / KPI’s, ensuring learning solutions are focused on driving maximum business performance

• · Establish and maintain a professional training environment including training facilities, equipment, trainer appearance and student training materials

• Manage training budget for department and organization.

• Analyse training needs to develop new training programs or modify and improve existing programs.

• Evaluate needs of the campaign and plan and develop staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.

• Conduct performance evaluations.

• Provide logistical support, course development, delivery, evaluation, process measurements, and cost management.

• Plan the implementation and facilitation of activities and events, budget spending, material production and distribution, and other resources to ensure that operations are managed within authorized budgets.

• Responsible for the transition of new clients to Capita SA with regards to all training related matters

• Manage LDMs in accordance with Performance Management, HR policies, procedures and Capita brand and values

• Attend, participate or coordinate strategy related meetings or initiatives for performance or budget improvement

• Create, Implement, adhere to, review and or create policies and procedures

• Provide timely & regular reporting to key stakeholders

• Documentation review and creation for continuous improvement

• In partnership with the Leadership Development Team ensure management development initiatives are in place and subsequent request or actions completed

• Audit Induction & recursive materials and delivery including L&D documentation

• Ensure all Risk accountabilities are delivered against

• Co-ordinate and lead in the strategic goals of the campaign ensuring project deadlines and outcomes are achieved

• Ensure a flexible pool of resources are built and maintained through the on-going review of an LDO induction and succession planning programme

• Build and maintain effective working relationships with customers to ensure the credibility & integrity of the L&D function is maintained and strategic requirements are understood and met.

Professional Know-How

Qualifications

• Grade 12 (Completed)

• National Diploma in Occupationally Directed Education Training and Development Practices, or equivalent – Desirable

Experience

• Min 5 + years management experience within Learning and Development - (Non-negotiable)

• L&D People Development Skills - (Essential)

• BPO / Call Center experience - (Desirable)

• Skill in verbal and written communication to analyse, interpret and address customer needs

• Experience in delivering and understanding the full learning and development cycle

• Experience and evidence of working in a complex, changing, fast-paced environment

• Experience and evidence of coaching and leadership

• Experience and evidence of managing new entrants through induction/probation.

• Customer Service experience essential

• Flexible approach to working hours and location

• Intermediate MS Office Skills

Interested?

About us

ellio is a   new generation customer experience business.   Our curiosity is our biggest asset.

We believe that the best work happens when we’re helping to solve the real   customer experience problem. In short, business works better if we never stop asking why.

As a   specialist customer experience   partner   built on deep roots in regulated, high-stakes sectors we offer a higher-value alternative to the traditional BPO model.

We combine customer advisory and people expertise with insight and the right technology to deliver meaningful business impact.

What’s in it for you? Stronger outcomes, improved efficiency, stickier customers and more valuable relationships.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

Competitive Basic salary

Medical Aid

Provident fund, Group life, funeral and disability benefit

Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.

Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.

Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.

Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.

International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.

Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

Your application will be reviewed.

If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

ellio South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

Please note no late applications will be considered

Applications to be submitted to  Joinus.sa@elliocx.com