Facilitator: Learning and Development

1 month ago

Parow, South Africa The Foschini Group Full time

**Job ID**:18386**Position Type**:Full-Time**Job Function**:Financial Services / Analytics**Workplace Type**:Head Office**Division**:TFG Financial Services**Province**:Western Cape**Location**:Cape Town North**Suburb**:Parow (Parow)Position Description:
**An exciting position exists within the Financial Services Credit Operations department for a self-motivated and assertive individual to lead, manage and guide the training and assessment of all new hires and existing staff within a fast-paced contact centre environment.**

**Working for TFG means; working with highly talented professional individuals, who are passionate about collaboration, creativity and working towards successful customer experiences.**

**Your responsibilities would include**:

- Induction for new recruits
- Providing key data and metrics for monthly training reports for management forums
- Ensuring training encompasses compliance standards & legislative requirements and that agents are aware thereof and trained to adhere to and meet agreed quality benchmarks
- Coaching and reinforcement of theory and practical training
- Create and develop relevant, appropriate training material and assessments
- Ensuring that assessment reports are analysed & compiled timeously and accurately to provide feedback on individual trainees
- To ensure that company and department policies, procedures and compliance aspects are adhered to during training
- Monitoring and perform on-going evaluation of training quality and continue assessing effectiveness of training provided
- Ensuring design standards are defined, measured, analysed, improved and controlled for every learning intervention
- Delivering key training projects as they arise
- Managing all administration and training records
- Working closely with business to ensure delivery of best solutions to meet the business need
- Planning and managing workload in a flexible manner to meet deadlines
- To connect with the client to establish the learning need / requirement; actively facilitating and participating in brainstorming sessions to refine the scope the work and build and design content.

Let’s see how you measure up.
- Do you work well under pressure with mínimal supervision?
- Are you results and process orientated?
- Can you take ownership and develop solutions for key business challenges
- Do you have the ability to work independently and as part of a team
- Are you highly organised and efficient with good time management skills?
- Can you liaise at all levels of the business and have excellent business communication skills (oral, written and presentation skills).
- Do you eat data for breakfast and are you able to analyse the data?
- Can you interpret key legislation BBBEE, Skills Development and Employment Equity?
- Are you resilient and have a great deal of emotional competence
- Do you have an investigative mind and a confident, energetic personality?
- Can you deal with a highly pressurised ever changing environment
- Matric with any relevant tertiary qualifications in Human Resources
- Minimum of +- 2 - 4 years’ experience in within a contact centre environment, specifically focused on financial services industry will be a major advantage
- Ideally the person would have Instructional Design experience will be an advantage
- Report writing
- Ideally the individual will need to have a knowledge of relevant legislations and regulations - BCEA, Labour Relations, POPIA, TCF

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