L&D Trainer

Kura (CS) Limited; South Africa; On-site; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Structured coaching and development

Career progression

Wellbeing support

Employee Assistance Programme

Financial and legal support

Health programmes

Peer recognition

Job summary

Kura (CS) Limited is seeking an experienced Learning & Development role to deliver end-to-end training for all employees up to junior management level. You will run induction, client product/process training, soft skills, management development and technical skills across the organization.

Responsibilities include coordinating training programmes, managing delegates, maintaining records, driving continuous improvement and ensuring delivery within budget and policies.

Qualifications

• Proven track record of delivering effective training programmes.
• Excellent written and verbal communication skills.
• Ability to work independently as well as in a team.
• Ability to work to tight timescales.
• Interpersonal skills to plan, inspire and motivate others.
• In-depth knowledge of the training cycle.
• Proven experience of managing an operational training function.
• Ability to coach; demonstrable evidence.
• Encourages others to develop themselves through PDPs.
• Over 6 months training experience.
• Experience delivering training within a contact centre/customer service environment.
• CIPD-CILD qualification or equivalent.

Responsibilities

• Deliver effective training programmes that engage, develop, grow and empower our people.
• Manage groups of delegates and ensure training is learned and applied.
• Maintain accurate training records and improve delivery effectiveness.
• Drive continuous improvement within L&D; recommend better material and delivery.
• Demonstrate judgment and decision making in training pathways.
• Manage training groups and focus on people development.
• Assess trainee behaviours and performance against Kura standards.
• Prioritize training requirements aligned with business strategy.
• Deliver training courses within the L&D budget and policies.
• Build external relationships and provide innovative training solutions.
• Act as SME for the L&D Manager on projects and initiatives.
• Collaborate with internal stakeholders and cross-site colleagues.

Skills

Training delivery

Communication

Self-motivation

Interpersonal skills

Stakeholder management

Coaching

Education

CIPD-CILD qualification or equivalent

Job description

The purpose of the role will be to deliver people who are engaged, developed, empowered and growing.

This will be achieved by delivering and embedding the end-to-end training for all employees to junior management level. Training delivery covers new-hire induction, client product and process, soft skills, management development and technical skills.

What you will do

• Deliver effective training programmes which engage, develop, grow and empower our people, enabling them to achieve successful results
• Manage groups of delegates to ensure training is learned and effectively displayed in an operational environment
• Maintain accurate training records and continuously improve the effectiveness of the delivery of our learning programmes based upon delegate feedback
• Drive continuous improvement within L&D making recommendations to ensure our material, methodology and delivery are best in class
• Judgement and decision making
• Demonstrate effective people management of training groups by focusing on the people not just the process
• Assess Trainee’s behaviours and performance to ensure they meet the Kura bar, before passing Trainees through the Training to Grad gate
• Manage competing training requirements to prioritise business critical training in line with business strategy
• Responsible for delivering training courses as outlined in the L&D budget and in line with Kura’s policies
• External relationships
• Support value add initiatives with clients by providing innovative training solutions
• Act as a subject matter expert for the L&D Manager on Kura/client projects and initiatives
• Internal relationships
• L&D Manager
• OD Manager
• Recruitment Manager
• HR Business Partners
• Customer Experience Leaders
• Direct Reports

What we are looking for

• Proven track record of delivering effective training programmes
• Excellent written and verbal communication skills
• Competence to work efficiently on own initiative as well as part of a wider team
• Ability to work to tight timescales
• Interpersonal skills (ability to plan, inspire and motivate others), can demonstrate experience of this
• In-depth knowledge of the training cycle
• Proven experience of managing an operational training function
• Ability to coach, demonstrable evidence of this
• Encourages others to develop themselves through PDPs
• To be successful in this role, you will proactively demonstrate:
• The drive to put energy into achieving results and take action to exceed goals and expectations. This includes striving for continuous improvement, taking calculated risks to pursue opportunities to make work practices more efficient and effective
• The desire to anticipate, meet and exceed the needs and expectations of Stakeholders. This includes working together and building long term relationships across different sites and locations
• The willingness and ability to work co-operatively and supportively with your colleagues and direct reports, developing positive, open working relationships to solve problems and to achieve business goals
• The ability to convince, persuade, influence or impress others towards a point of view, working collaboratively with others to gain agreement to a course of action, idea or future vision.
• The underlying drive to ensure that quality is not compromised within the working environment. This includes the identification and maintenance of standards to meet the needs of the business, together with a desire for improvement and enhancement in the workplace.
• Over 6 months training experience
• Experience of delivering training within a contact center/customer service environment
• CIPD-CILD qualification or equivalent

What we offer

We have spent over thirty years building a business around developing people. Here’s what that means for you.

• Structured coaching and development that runs for as long as you are with us, not a one off induction week
• Real routes to progress. Most of our managers were promoted from within, and so was our CEO
• Wellbeing support and an Employee Assistance Programme
• Access to financial, family and legal support
• Health and wellbeing programmes
• Peer recognition through Kura Kudos, with more than 20,000 shared across the business every year

About Kura

Kura is an independently owned customer experience partner with over 35 years’ experience, operating from Glasgow, Sunderland and South Africa. We build customer experience solutions around our clients’ businesses, and we develop our people for the long term.