Training Facilitator

Fidelity Services Group; Krugersdorp; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Fidelity Services Group in Krugersdorp is seeking a Learning and Development Assistant responsible for skills development duties to support operations and business continuity.

You will handle training needs analysis, curriculum design, prepare materials, deliver product and system training to internal and external customers, and provide second-line support.

Strong admin and communication skills, proficiency in Outlook/Excel/PowerPoint, and a customer-centric mindset are essential.

Qualifications

• Matric is required.
• 2+ years in customer service experience.
• Minimum 1 year in a learning and development role.
• At least 2 years administration experience in a client-centric environment.
• Computer literacy in Outlook, Excel, Word and PowerPoint.

Responsibilities

• Understand policy, planning and strategy of training needs.
• Develop training needs analysis principles and curriculum design.
• Prepare documentation and materials to train internal customers.
• Prepare documentation and materials to train external customers.
• Conduct product training to internal and external customers.
• Transfer technical knowledge and upskill team members.
• Coordinate meetings to identify training goals and schedules.
• Act as liaison to elicit, translate and validate requirements from customers.
• Manage timelines and delivery of projects per schedule.
• Collaborate with systems, product and process owners on training plans.
• Provide 2nd line support for systems, processes and product queries.

Skills

Customer service experience

Learning and development

Administration experience

Communication skills

Education

Matric

Tools

Microsoft Outlook

Excel

Word

PowerPoint

Job description

Overall Purpose of the job:

The successful incumbent will be responsible to assist with all skills development duties to ensure optimal operational functioning and creating business continuation

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)

We reserve the right not to make an appointment to any advertised position. Whilst

preference is always given to existing employees and the choice made is purely on merit,

Historically Disadvantaged Candidates and Black Female Candidates are encouraged and

supported in the FSG team. Whilst black female candidates will be given priority as per

our transformation policy subject to the above criteria.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on

continuous development of our human capital as the key resource to our success in the

markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the

closing date, please regard your application as unsuccessful.