Learning and Development Manager at Sanlam Group

Job Purpose:

Execute training strategy (Plans) for Business Shared Services. With the Head, plan, and action the realised training plans. Responsibilities include identifying (in collaboration with Quality and business management) the business unit’s training needs and developing programmes to meet these requirements. Ensures training plans (curriculum) are implemented.  Ensure that training interventions/programmes are of the required standard. Responsible for output and results of training interventions. Co-ordinates and manages the activities of training facilitators.

Output/Core Tasks:

• Manage training delivery.
• Learning Needs Analysis
• Manage the execution of the Learning Facilitators.
• Learning Delivery and Evaluation.
• Manage the people practices and performance statistics and reports of your department.
• Actively be responsible for the coaching, training and development of facilitators, developers, and curators.
• Assist and provide support to team members regarding complex learning needs.
• Ensures Service Level Agreements and Key Performance Areas are continually reviewed and expectations are met with optimum levels of quality and service delivery.
• Work closely with the Quality team to ensure the most effective development and learning is achieved.
• Review management information and make suggestions, recommendations to improve L&D processes. 
• Learning development, research, and benchmarking.

Role Requirements:

Qualifications:

• Relevant business degree/diploma or industry related qualification 

Knowledge and Experience: 

• Must have insurance or call centre industry knowledge and an understanding of: 
• Life Assurance environment
• Call Centre and Client Services business
• Financial Service experience is essential
• Experience in managing personnel within a call centre environment would be an advantage

Competencies:

• Ability to function under immense pressure
• Good conflict management skills 
• Be innovative 
• Ability to develop and empower others
• Teamwork
• Good communication 
• Decision making skills
• Client service orientation
• Objective setting and control
• Self confidence 
• Ability to use internal networks to solve client problems
• Ability to operate independently
• Be proficient in working with technology – computers, telephone systems and software applications 

Personal Attributes

• Builds effective teams - Contributing independently
• Decision quality - Contributing independently
• Directs work - Contributing independently
• Plans and aligns - Contributing independently