Learning and Development Power Skill Performance

2 weeks ago

Centurion, Gauteng, South Africa Momentum Investments Full time

Introduction


As Learning and Development (L&D) Power Skills (speak, write, etc.) Performance Audit and Coach, you will be one of Momentum's brand representatives and a key role player to our success.


Role Purpose

Requirements:

  • Minimum of 35 years practical and relevant learning facilitation experience, within the Investment, Insurance and Financial Services industry, with excellent administrative and innovative client servicing and support experience.
years' experience in call center environment.

  • Knowledge of skills development. OD-ETDP (Occupationally Directed Education Training Development Practise) certification (preferred).
  • Excellent computer skills, with the ability to learn and understand new systems.
  • Microsoft Office suite (Excel, Word, Outlook, and Teams) at an advanced level.

Duties & Responsibilities

Facilitate learning and coaching interventions in line with business requirements (internal process)

  • Collaborate with the Service and Operational Manco, business stakeholders and HC team to determine business learning requirements and gaps to enhance learning delivery.
  • Contribute to the planning of learning interventions and the development of learning delivery plans in line with the Workplace Skills Planning.
  • Analyse quality of client and financial advisor engagement (including VOYC, Audit reports and Quality fail rates, etc.) in order to align to quality standards.
  • Analyse the coachee's needs and select or adapt approach and activities in line with needs.
  • Collaborate with Quality Checking team and Service Managers to identify coaching requirements including knowledge, skills and behaviours for individual.
  • Guide and support Service staff to improve their service experience to clients.
  • Collaborate with Service Managers to develop competence and training plans for Service staff.
  • Conduct individual audits on the floor to ensure the correct skills and knowledge is embedded.
  • Analyse and document training and coaching trends and business requirements and make recommendations for training interventions.
  • Report on areas of opportunity and risk within team and make recommendations to close identified
gaps.

  • Monitor and report on the coaching initiatives for the relevant team members.
  • Develop innovative, high quality, engaging and experiential learning content as well as all supporting material, multidisciplinary tools, resources, media and learning aids for the intervention.
  • Determine criteria used to evaluate a learner's competence and develop suitable assessments instruments in line with Bloom's taxonomy.
  • Ensure that the relevant learning objectives have been achieved through the programme design (return on stakeholder expectation).
  • Obtain ongoing and regular feedback from facilitators as well as stakeholder and business and make necessary updates to ensure the agents on the floor are equipped.
  • Develop and maintain productive and collaborative working relationships with peers and stakeholders.
  • Positively influence and participate in change initiatives.
  • Continuously develop own expertise in terms of professional, industry and legislation knowledge, as well as digital learning trends and best practice.
  • Contribute to continuous innovation through the development, sharing and implementation of new ideas.
  • Gather evidence from audits, evaluations and feedback on learning intervention and compile relevant reports.
  • Constantly manages positive and constructive feedback from clients, business partners, peers, colleagues etc.
  • Continuously maintain the learning interventions on the relevant system for relevance and updates on regulations and business rules.

Need Analysis

  • Analyse data to identify trends, i.e., quality control statistics, quality assurance assessment, complaints and escalations registers, P&L (fixes) registers, VOI/VOC etc. feedback, listening to calls and reviewing written client communication, and whatever other information is available at the time.
  • Collaborate with facilitators and line managers to identify learning requirements including knowledge, skills and behaviours for both teams and individuals.
  • Engage with stakeholders and SMEs to complete a comprehensive needs analysis to determine learning needs and methodology.
  • Analyse and document business requirements and make recommendations for best fit learning interventions.
  • Report on areas of opportunity and risk within the team and make recommendations to close identified gaps.
  • In conjunction with the line manager provide the team with constructive feedback with regards to evaluation of learning requirements and learning interventions.
  • Monitor and report on the effectiveness of learning initiatives for the relevant team/s and/or individual/s.

Engage with clients in a client centric manner (all Service staff)

  • To provide authoritative, expertise and advice to clients and stakeholders.
  • To build and maintain relationships with client

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