Learning and Development Facilitator

To design, develop and facilitate learning interventions utilising a variety of learning methodologies to build knowledge, skills, and competencies that enhance individual performance and organisational wide competence at ITalk Holdings. This role will execute these duties in line with the strategic agenda.

RESPONSIBILITIES

Training Needs Analysis

• Identifying learning needs in line with business needs and review on an ongoing basis.
• Identifying learning interventions based on the learning needs identified.
• Preparing a learning action plan for implementation and obtaining a sign off from business.

Implementation of training interventions for new recruits

• Conduct new recruit training in line with the approved training and lesson plans.
• Conduct summative assessments and provide learners with feedback.
• Conduct moderation of summative assessments.
• Conduct evaluation of the impact of training interventions and advise/recommend to Line Management on corrective measures.

Implementation of refresher training for call centre agents

• Conduct refresher training in line with the approved training and lesson plans.
• Conduct summative assessments and provide learners with feedback.
• Conduct moderation of summative assessments.
• Conduct evaluation of the impact of training interventions and advise/recommend to Line Management on corrective measures.
• Review existing course material where applicable and provide feedback for proposed change.

Client Relationship Management

• Creating and maintaining productive relationships with internal clients through professional interactions.

Coaching and Mentoring

• Evaluate call centre agents' performance against a predetermined set of criteria.
• Provide coaching to call centre agents with respect to product knowledge and performance levels.
• Mentor call centre agents that display potential for development.

Administration and Reporting

• Prepare for training according to preparation and administration checklist.
• Capture learners' personal details and assessment results.
• Compile training reports for all training interventions using approved reporting templates.
• Compile adhoc reports as requested from clients and direct manager.

Requirements

BEHAVIOURAL COMPETENCIES

• Customer orientation.
• Problem solving.
• Excellence orientation.
• Energy and Drive.
• Resilience.

EDUCATION

• Matric.
• Facilitation Certificate.
• ODETDP Certificate.
• B in HR (Advantage).
• Graphic design certificate (Advantage).
• Marketing certificate (Advantage).
• FAIS Credits (min 30 credits in short term insurance if date of first appointment is before 2010; or if date of first appointment is on or after 01/01/2010 a full recognised qualification as per the FSCA qualification list).
• FAIS Regulatory examination for Representatives (RE5).
• If you are registered for one Class of Business (Personal or Commercial) you are required to have 12 CPD (continuous professional development) points. If you registered for two Classes of Business (Personal plus Commercial) you are required to have 18 CPD points.

EXPERIENCE

• 3-5 years prior experience in a similar role.
• Experience in the implementation of training programs and liaison with Services SETA.
• Experience working with the SETA.
• 2-3 years experience in selling short term insurance either as a broker agent or tied agent; alternatively must have solid sales experience.
• Candidate must have own transport (CAR) and license.

Job Type

Permanent

Location

Randburg

Required Experience

Junior IC

Key Skills

Aerospace Engineering, Data Entry, Business Management, Flexcube, Contract.