Connect Leadership Development Officer at Capita

In this role, you will facilitate and assess the learning of management development elements to give leaders the necessary skills and attributes required to service our internal and external customers and to meet service level agreements to contribute towards business performance. You will further be responsible for the reporting and uploading to the relevant SETA’s and completing assessments and moderations as per business requirements.

Job Title

• Connect Leadership Development Officer

Job Description

Capita SA is seeking a motivated customer-centric individual who is ready to provide leadership through example by living Capita’s culture and values.

In this role, you will facilitate and assess the learning of management development elements to give leaders the necessary skills and attributes required to service our internal and external customers and to meet service level agreements to contribute towards business performance. You will further be responsible for the reporting and uploading to the relevant SETA’s and completing assessments and moderations as per business requirements.

Key Performance Areas

• Delivery of learning solutions and performance improvement initiatives team leader, Ops manager and support staff population to maintain and maximise performance.
• To maintain Assessment standards by adhering to CAPITAs ETD QMS: Assessment Policy.
• Complete assessment process according to set deadlines including the submission of Assessor reports.
• To ensure assessment tools are valid, accurate, consistent, and specific; by providing recommendations to guarantee a fair and unbiased assessment experience.
• Ensure training material is relevant, accurate and fit for purpose; making amendments where necessary and/or providing recommendations to guarantee consistent learning experience.
• Evaluate the effectiveness of learning solutions delivered, highlighting where there has been a return on investment and/or value-added learnings for future solutions.
• Provide tailored coaching support, in partnership with Operations to drive and support the achievement of KPI’s, evidencing value added to the business.
• Handle all customer/company details and information with relevant integrity and confidentiality.
• Develop and maintain reports to meet department and client requirements.
• Attend all weekly meetings as required.
• Adhere to all department policies and procedures and monitor for opportunities for improvement.
• Partner with operations to evaluate the effectiveness of new hire and on-going training.
• Maintain knowledge on changes to client products, services, polices & procedures.
• Ensure that all actions and interactions are aligned to VOICE and represent the Capita and Client brands in a positive light which embodies the corporate identities in appearance, demeanor, values, and ethics.

CAPITA VALUES

• Implement and practice the Capita Values through practical application of the behaviors required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others.

Minimum Requirements

• Matric (Completed)
• Must reside in Cape Town

Minimum Qualification

• Moderator, Assessors & Facilitators certificates with relevant experience – Non-negotiable
• SETA Constituency (Management Associated) Preferred
• Design certificates with relevant experience - Preferred
• National Diploma in Occupationally Directed Education Training and Development Practices or equivalent – Preferred.

Minimum Experience

• Experience in delivering and assessing Unit Standards based training – Non-negotiable.
• Previous experience in assessing and moderating Unit Standards – Non-negotiable
• Minimum 3 years Call center experience - Preferred
• Previous leadership development training experience
• Experience in delivering the full learning and development cycle.
• Experience working in a complex, changing, fast-paced environment.
• Customer Service experience - Essential
• Flexible approach to working hours and location.

Key Competencies

Knowledge (what must I know):

• Occupationally Directed Education Training and Development Practices
• Microsoft applications experience (e.g. Powerpoint, Excel, Outlook)

Skills and Abilities (what must I be able to do / display):

• Flexible approach to working hours and location.
• Flexible approach to WFH and WFO
• Ability to perform the essential functions of the job as outlined above.
• Ability to manage multiple projects simultaneously and work under aggressive time frames.
• Ability to communicate effectively, both written and verbally
• Demonstrated ability to be organized and detailed oriented.
• Ability to work independently as well as in a team environment to meet production deadlines.
• Demonstrated presentation skills.
• Ability to quickly understand and assimilate new technologies.
• Ability to work at a fast pace in an ever-changing environment.
• Able to translate ambiguity into tangible actions and views.
• Attention to Detail.
• Personal integrity and respect for confidential information
• A positive, proactive thinker with an optimistic approach to delivery
• High level of initiative and ability to work independently.
• Participate in the development, maintenance, and delivery of all inhouse training programmes and activities.
• Participate in the development, maintenance, and delivery of all inhouse training and Leadership Development activities