Training Facilitator at Fidelity Services Group

Minimum qualifications and experience:

• Matric 
• A minimum of 2 years customer service experience
• Minimum 1 year experience in a learning and development role
• At least 2 years administration experience within a client-centric environment
• Computer literacy in Microsoft Outlook, Excel, Word and PowerPoint

Duties & Responsibilities:

• Understanding of policy, planning and strategy of training needs to be conducted is required
• Develop training needs analysis principles and process and Learning curriculum design.
• Assist in preparing the necessary documentation and material to successfully train internal customers
• Assist in preparing the necessary documentation and material to successfully train external customers
• Conduct product training to internal and external customers.
• Transfer of technical knowledge to the greater teams and upskill team members.
• Conduct UAT testing, documentation and bug / issue reporting on prospective products prior to release.
• Coordinate and facilitate meetings and work session activities to identify training goals, schedules, impacted processes and procedures to foster cooperation and collaboration from the various teams to ensure product successes.
• Act as liaison among business and product stakeholders to elicit, anticipate, translate, analyse, communicate and validate requirements gathered in feedback from customers.
• Manage timelines and ensure adherence to agreed project plan, project milestones and delivery of the project according to the schedule.
• Collaborate with systems, product and process owners to develop training plans for new and existing employees
• 2nd line of support for systems, process and product queries and escalation point to support team

Behavioural Competencies:

• Customer focus
• Drive for results
• Action orientated
• Organising
• Planning
• Time Management
• Excellent communication skills (verbal and written)