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Learning and Development Operations Manager

2 months ago

Johannesburg, Gauteng, South Africa AFRIZAN Full time
Job Title: L&D Operations Manager

The L&D Operations Manager will be responsible for overseeing the day-to-day operations of a training academy, ensuring that all systems and processes are efficient, scalable, and aligned with the company's strategic objectives.

Key Responsibilities:
  • Operational Efficiency & Process Improvement
    • Oversee and streamline all operational processes related to course scheduling, training delivery, and customer service.
    • Continuously assess and improve internal workflows to enhance efficiency and scalability.
    • Implement systems and tools to automate and improve the delivery of training programs.
    • Collaborate with other departments (e.g., sales, marketing, and finance) to ensure alignment of operations with business objectives.
  • Team Management
    • Lead, mentor, and manage a team of operations staff including scheduling coordinators, facilitators, admin assistants, and support personnel.
    • Ensure team performance through regular feedback, training, and performance management.
    • Coordinate with instructors and facilitators to ensure the timely delivery of courses.
  • Training Coordination
    • Oversee the scheduling of training programs, ensuring that resources (trainers, facilities, materials) are available and allocated efficiently.
    • Maintain and manage relationships with external trainers and third-party suppliers.
    • Ensure that training programs meet the company's quality standards and client expectations.
    • Manage the delivery of both in-person and virtual training courses, ensuring a seamless experience for learners.
  • Budgeting & Financial Oversight
    • Work with the finance team to create and manage the operational budget.
    • Monitor operational costs and seek cost-saving opportunities without compromising on quality.
    • Track key operational metrics and prepare reports for senior management.
  • Customer Service & Satisfaction
    • Ensure that customer feedback is collected, analyzed, and used to improve the training experience.
    • Address client issues or concerns related to training delivery promptly and effectively.
    • Work closely with the sales and client relationship teams to manage customer expectations and deliver excellent service.
  • Compliance & Risk Management
    • Ensure that all operations comply with industry regulations, data privacy laws, and health and safety standards.
    • Oversee risk management processes related to operational activities, including venue safety, instructor liability, and training material accuracy.
  • Technology & Systems
    • Ensure the company's learning management system (LMS) and other operational tools are optimized for performance.
    • Stay updated on the latest technology trends in training and education that can enhance operational efficiency.
    • Implement and manage software tools for scheduling, communication, and reporting.
    • Manage the skills-based system, as well as alignment with the Skills Development Act.
    • Ensure learning programs align with SAQA unit requirements, skills programs, and QCTO certifications.
    • Coordinate creation of learning manuals and assessment tools.
    • Assist to compile monthly, quarterly, and annual training data for the Workplace Skills Plan and Implementation Reports (WSPIR).
    Key Skills & Competencies:
    • Leadership & Management
      • Ability to lead teams, delegate tasks, and foster a collaborative working environment.
    • Operational Expertise
      • Strong understanding of business operations, ideally in a training or educational environment.
    • Communication Skills
      • Excellent verbal and written communication skills; able to communicate effectively with both internal teams and clients.
    • Problem Solving
      • Strong analytical and problem-solving skills; able to resolve issues efficiently.
    • Technology Savvy
      • Familiar with Learning Management Systems (LMS) and other relevant software (e.g., CRM, ERP).
    • Customer-Oriented
      • Ability to ensure high levels of customer satisfaction through operational excellence.
    • Attention to Detail
      • Meticulous attention to detail and a commitment to delivering high-quality service.
    Qualifications and Experience:
    • Bachelor's degree in Business Management, Operations, or a related field.
    • 5+ years of experience in operations management, preferably in a training or education environment.
    • 3 years in a training, learning & development / education context
    • 2 years managerial experience
    • Proven track record of improving operational processes and driving efficiency
    • Experience with project management tools and methodologies
    • Experience in both virtual and face-to-face training environments
    • Knowledge of implementation of transformational legislation and policies such as Skills Development Act and Levies Act, SAQA act
    • QCTO / SETA Processes and procedures
    • Business writing skills (including report writing, drafting presentations and articles for publishing)
    • Learning design and development experience
    • Be very knowledgeable of QCTO processes and requirements
    • SETA experience an added advantage
    • Certification in project management (e.g., PMP, Prince2) is advantageous

EE Disclaimer: All positions will be filled in accordance with the company's Employment Equity plan. We encourage people with disabilities to apply.

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