Reference: 5828 MLR
Consultant: Michelle le Roux

Job Description:

  • The purpose of this role is to strategically develop and drive a high learning culture within the business, to facilitate and provide end-to-end learning and development interventions within the Call Centre and Support environments, to support the overall business strategy and capability through the development of key and sophisticated learning best practices and solutions.
  • Onboarding of New Employees
    • Research and benchmark orientation best practices
    • Design corporate orientation training process and determine the outline of orientation programmes for all positions within the organisation
    • Design and update orientation training material in line with orientation outline
    • Design orientation training assessment and evaluation tools and report on results
    • Coordinate, monitor and support probation review process
  • Talent Management
    • Benchmark national and international Talent Management best practices
    • Develop, implement and update aligned Talent Strategy, Structure and Capacity in line with business strategy and needs
    • Provide input into the Talent Management & Retention strategies and objectives
    • Implement and maintain the Talent Management strategy in line with business objectives
    • Design and implement a Talent Management Framework which is practical and in line with business objectives
    • Design, implement and maintain a Competency Model and Framework
    • Design, implement, monitor and maintain succession planning policies and processes to facilitate internal succession of critical positions
    • Design and implement career paths within the business for individual development
    • Provide employees with career advise and counselling in line with career paths
    • Conduct organisational and individual needs analysis and implement action/ development plans to address the needs
  • Learning & Development
    • Develop L&D strategies and plans within Operations (Call Centre environment) and Support in order to drive people development and to meet the overall business performance objectives
    • Develop, implement and maintain Learning & Development policies and practices
    • Apply learning theory/models, benchmark best practices/trends, and maintain knowledge of cutting-edge approaches in order to deliver sustainable learning solutions that drive impact
    • Collaborate with key stakeholders to develop core functional and behavioural skills and capabilities, for all employees, which is aligned with the needs of the business, and complementary to the Talent Management process
    • Develop and deliver customised, fit for purpose, tailored learning solutions to a diverse audience within the business
    • Develop instructionally sound, creative and high quality learning solutions with high impact results to sustain optimal learning (e.g. facilitated / blended e- learning, curriculum design, storyboarding, self-study, etc)
    • Develop and implement standard best practice learning support processes / tools /methods, e.g. registration, evaluations / testing of knowledge, logistics coordination, pre/post work, facilitator / participant guides
    • Measure and report on the effectiveness and impact of L&D programs through various assessment methods i.e., testing, evaluations, etc.
    • Provide input into the design and development of talent acquisition and retention initiatives to ensure appropriate integration with talent management strategies
    • • Network with L&D or Talent professionals to determine best industry practices and trends both locally and Internationally, as part of the businesses continuous improvement process
    • Drive and coordinate learnerships and internships to ensure timeous and appropriate skills development and talent pipelines within the operations and support divisions
  • Learning & Development Service Delivery
    • Conduct needs analysis to determine current and future learning and development opportunities and translate findings into a sustainable training strategy that is linked to corporate objectives
    • Collaborate with cross-functional managers regularly to understand the ongoing and evolving priorities and needs of the business in order to facilitate changes to the training programs to drive execution of new initiatives
    • Coordinate the preparation and planning of the departmental training budgets for the different functional areas and obtain sign off
    • Develop, facilitate, deliver and/or coordinate learning investment decisions and plans that drive performance and results, supporting strategic business goals and learning objectives
    • Engage with the People Support Manager around training initiatives, challenges to ensure integration
    • Evaluate, develop and manage audit strategies to evaluate the effectiveness, progress, and areas of opportunity for existing and new learning programs
    • Ensure that the training calendar/schedule is effectively managed including the planning training resources and training room requirements as per ramp plans
    • Manage and update all training material version control/changes regularly
    • Quality assurance of all training material and delivery is of a high standard
    • Prepare and present monthly training report for the operational and support areas
    • Identify, select and manage external training and accreditation bodies, agencies and providers necessary to deliver required training to appropriate standards
    • Ensure that the training venues, logistics, transport, accommodation as required is organised to achieve efficient training attendance and delivery
    • Plans and deliver training courses personally where necessary to compliment that what is provided externally or internally by others
    • Review and maintain of all necessary systems, equipment and materials relating to the effective delivery and measurement of learning and development interventions
  • Learning & Development Projects
    • Identify best practice learning and development tools, methodology and processes that can be aligned, enhanced and build learning capability to improve efficiencies
    • Develop, plan and implement ad hoc training projects and ensure that key project deliverables, budget, quality and timelines are met
    • Manage external vendor support resources, including timelines, deliverables and budget. Interview, assess, and select vendors for learning & development initiatives that target knowledge, skills, & abilities.
    • Implement and manage the Learning Management system to ensure that the system is optimally utilised to drive performance delivery within the business
    • Identify, Implement and manage e-learning processes and initiatives within the business and analyses the effectiveness of the learning
    • Manage, coordinate implementation of strategic projects based on organisational requirements – learnerships, internships, leadership & management development programmes
    • Coordinate internal training, coaching and work assignments associated with strategic projects
      learning & Development Administration & Compliance
    • Ensure that all training activities and materials meet with relevant organisational and statutory policies (Skills Development Act and Employment Equity Act)
    • Develop and present annual Workplace Skills Plan to EE & Skills Development Committee
    • Ensure that the Annual Training Report is accurately and timely prepared, signed off and submitted to BankSETA
    • Ensure that all training activities are recorded and accurately captured for the Annual Training Report
    • Ensure the on time submission of discretionary grant applications
    • Manage and monitor EE & Skills Development Committee ensuring overall business representation
    • Coordinate and plan EE & Skills Development Committee Meetings
  • People Support Information Systems & Reporting
    • Monitor and advise on Peoples Support system and PSIS (SAGE People 300) needs from a Talent Management perspective
    • Manage and monitor all L&D systems and utilisation thereof
    • Monthly, quarterly and annual Talent Management Reporting
    • Interpret and advise on trends within Talent Management (L&D)
  • Team Leadership & People Management
    • Provide visible and clear leadership to team, promoting a culture of high performance and customer focus
    • Conduct regular management and team meetings to ensure high levels of communication, teamwork, integration, motivation, training and productivity
    • Maintain a department organisational structure, capacity (knowledge and skills) and career pathing sufficient to meet business strategies and operational targets
    • Implement and maintain people management practices in alignment with policies

Qualifications:

  • Degree in Social Sciences/ Human Resource Management/ Industrial Psychology
  • Registered Skills Development Facilitator
  • 5 Years’ experience in People Support Management with at least 3 years’ experience in Talent Management/ Learning & Development
  • 3 Years’ experience in team management
  • Software: MS Word, MS Excel, MS Outlook, MS PowerPoint
  • Knowledge of Labour Legislation, specifically Skills Development, Employment Equity & B-BBEE
  • Knowledge and application of current talent management and organisational design best practice
  • Knowledge and experience of Learning Management Systems, e-Learning systems and blended learning approaches
  • Knowledge and experience in B-BBEE SD Scorecard Management

How to Apply:

  • Email your comprehensive CV to exceedhr@exceed.co.za.
  • If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.
  • We reserve the right to only conduct interviews with candidates of choice.
  • Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.

To apply for this job email your details to exceedh@exceed.co.za