Group Manager - Process Training

WNS Global Services SA; Cape Town; On-site; ZAR 45 000 - 75 000; Full time

Job summary

An established industry player is seeking a Group Manager for Process Training in Cape Town. This role involves comprehensive training ownership, from hiring to performance management, ensuring that training deliverables meet high standards. The ideal candidate will excel in people management, data analytics, and client communication, fostering a coaching environment for trainers and trainees alike. With a focus on continuous improvement and stakeholder engagement, this position offers a dynamic opportunity to lead training initiatives in a fast-paced, 24/7 environment. If you are passionate about training and development, this role is perfect for you.

Qualifications

• 5+ years of experience in the training department is mandatory.
• Excellent written and verbal communication skills are essential.
• Experience managing teams across multiple locations preferred.

Responsibilities

• Responsible for end-to-end training ownership and performance management.
• Manage client communication and ensure timely reporting.
• Coordinate audits and manage internal and external escalations.

Skills

People Management

Data Analytics

Client Communication

Training Performance Metrics

MS Office (Excel, PowerPoint)

Stakeholder Management

Escalation Management

Education

Undergraduate or Graduate degree

IATA / UFTA certification

LEAN / YB / GB certifications

Tools

MS Office

Job description

Job Title: Group Manager - Process Training

Job Location: Western Cape, Cape Town

Deadline: May 22, 2025

Job Description

Role:

• End-to-End Training Ownership: Responsible for all activities including hiring, pre-process, process, nesting, and floor activities related to training.
• People Management: Ability to identify early warning signals (EWS), provide feedback, and create a coaching environment for deputy managers, trainers, and trainees.
• Training Performance: Oversee training deliverables such as throughput, certification, and early production performance.
• Performance Management: Knowledge of training metrics, data analytics, review training performance with reporting managers, and ensure action plans are implemented.
• Escalation Management: Handle internal and external escalations effectively.
• Client Management: Manage client communication including reports, reviews, and audits.
• Reporting: Ensure all training reports are shared timely and accurately with stakeholders and clients.
• Review: Create review decks, present findings, and maintain an action registry for follow-up.
• Content Review: Direct the team to conduct accurate Training Need Identification (TNI) and update training plans accordingly.
• Knowledge Management: Ensure timely monthly checks, floor refreshers, and related activities.
• Stakeholder Management: Manage internal communications with peers and stakeholders.
• Coordination: Coordinate within and outside the team to ensure smooth operations.
• Audits: Manage internal and external audits.

Qualifications & Knowledge:

• Undergraduate or Graduate degree.
• IATA / UFTA certification preferred.
• Willingness to work in a 24/7 environment and non-weekend offs.
• Proficient in MS Office tools (Excel, PowerPoint, etc.).
• LEAN / YB / GB certifications preferred.
• Experience managing teams across multiple locations preferred.
• Excellent written and verbal communication skills.

Additional Requirements:

• Graduate with +3 years of travel experience (desirable).
• Minimum of 5 years of experience in the training department (mandatory).
• Team management experience of +3 years.
• Travel & Tourism domain certification (if applicable).