Learning & Development Facilitator

6 months ago

Centurion, South Africa Health Solutions Full time

**Introduction**

Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.

**Role Purpose**

**Requirements**:

- NQF level 6 qualification in BTECH,BA, BTD (Preferable).
- Skills certificate in Occupational Training and Education eg: ODETDP (Occupationally Directed Education Training and Development Professional); Train the trainer; or Assessor (Advantageous).
- 2-5 years’ experience as a facilitator (Advantageous).
- Experience in facilitating learning processes or experience in Financial services, insurance and client services industry (Preferable).
- Completion of a Facilitation Skills Course (Preferable).
- Knowledge of Learning Management Systems (LMS) (Preferable).
- Oracle system experience (Preferable).

**Duties & Responsibilities**

**Internal Process**:

- Create and deliver learning events, interventions and programmes aligned to business and learning.
- Proactively explore training needs and design and adapt relevant training materials.
- Take ownership for end-to-end learning experience to provide a positive learning experience in which learners are encouraged to be actively engaged in the learning process and achieve learning goals.
- Provide feedback to the relevant stakeholders on the content, implementation, uptake and landing of learning events aligned to the desired learning outcomes.
- Plan and facilitate relevant as well as contextualised training interventions aimed at addressing customer service processes, behavioural and functional skills.
- Use a variety of learning methodologies to facilitate learning including group activities, design of games, e
- learning etc.
- Ensure that training content for both face-to-face and e-learning meet instructional design requirements.
- Design learning curriculums which can be adapted for classroom based training or an e-learning platform.
- Conduct on-the-job training to improve customer service delivery.
- Provide training services to external client and the scheme.
- Advise employees on relevant training programmes.
- Monitor and evaluate the effectiveness of training by deploying measurement and feedback tools that track outcomes and ensure alignment to objectives.
- Utilize the Learning Management System and technologies in a manner that meets business.
- Liaise with your business partners to determine relevant training needs.
- Engage in special projects allocated by management and ensure that deliverables are met timeously.
- Develop and maintain effective and mutually supportive working relationships and partnerships and work closely with the Momentum Metropolitan L&D Community.
- Adhere to organizational best practices and legislative requirements.
- Identify potential risks to the company and escalate immediately.
- Drive own performance in order to achieve business objectives.
- Engage with appropriate interventions to ensure own professional development.
- Share and transfer product, process and systems knowledge to colleagues and employees.
- Drive and support effective teamwork within the department.

**Client**:

- Build and maintain relationships with clients and internal and external stakeholders
- Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are managed
- Make recommendations to improve client service and fair treatment of clients within area of responsibility
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
- Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery
- Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
- Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.

**People**:

- Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
- Positively influence and manage change and offer specialist support where required.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
- Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
- Take ownership for driving career development

**Finance**:

- Contribute to the development of area specific budgets to minimise expenditure, in alignment with operational plans.
-

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