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Learning and Development Power Skill Performance

2 months ago

Centurion, 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 3-5 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.
- 3 - 4 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, multi-disciplinary 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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