Customer Service à Malaisie

Learning & Development Business Partner page is loaded

Apply remote type Office Based locations Cape Town time type Full time posted on Posted Yesterday time left to apply End Date: August 6, 2025 (4 days left to apply) job requisition id 10112873 In this role, you will facilitate the learning of Client Induction as well as Management Development elements to give agents and leaders the necessary skills required to service our internal and external customers and to meet service level agreements to contribute towards business performance primarily focused on Client Inductions and Management Human Resource elements and competencies.

Job title:

Learning & Development Business Partner

Job Description:

Key Performance Areas:

• Analysing advisor M.I to understand which advisors require additional support and provide support framework.
• Attending TQO to understand business requirements and how to offer support
• Consistently promotes and applies the LNA process within their operational / client area to establish what training is required
• Considers and researches previous organisational and external experience of subject matter I.e. ‘Lessons learnt’, industry impacts
• Lead on L&D projects and contribute towards client customers projects to deliver operational and strategic objectives
• Utilises and influences all available resources and departments including specialist areas e.g. Legal, Commercial, Compliance
• Coordinate and quality assure training material as well as delivery to ensure relevant and fit for purpose; provide feedback where necessary to guarantee consistent learning experience in collaboration with the Capita UK L&D team; including the design and ownership of Capita SA specific requirements.
• Coaching and mentoring LDO’s on design elements
• Ensures that correct sign off process is followed with all design activities
• Analysingevaluation feedback and drives improvement of training delivery
• Checks new starter quality and feedback to relevant stakeholders
• Report trends to stakeholders
• Drive, track and monitor new LDO journey moving towards signoff based on T&C scheme
• Ensures compliance to the T&C scheme is maintained
• Reporting requirements for future client visits and stakeholder reporting
• Present/Provide a final version of monthly report on advisor delivery, and ROI to HOD
• Develop, maintain and influence relationships with key stakeholders in order to understand operational requirements and the industry in an aim to continuously improvingand demonstrate value add.
• Assist with coaching and mentoring LDO’s – demonstrating how their involvement has had positive impacts
• Managing the LDO’s including setting objectives,1-1s and with performance management where necessary
• Ensuring department is fully utilised throughout the month
• Attend weekly interdepartmental meetings
• Partner with Operations and quality to address business focus areas in line with strategic objectives

CAPITA VALUES

Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others.

Minimum Qualification:

• Matric (Completed)

Minimum Requirements:

• Skills in verbal and written communication to analyze, interpret and address customer needs
• Educated to Matric level or qualified by experience
• Experience in delivering and understanding the full learning and development cycle
• Experience and evidence of working in a complex, changing, fast-paced environment
• Experience and evidence of coaching and leadership
• Experience and evidence of managing new entrants through induction/probation.
• Customer Service experience essential
• Flexible approach to working hours and location
• Handle all customer financial details such as billing information, credit card details and banking account information with relevant integrity and confidentiality

Minimum Experience:

• 3 – 5 Years experience within a Learning and Development Department
• At least 2 years management experience within an Operations or L&D space - Essential
• Instructional Design experience - Essential

Advantageous:

• National Diploma in Occupationally Directed Education Training and Development Practices, or equivalent at NQF level 4 or above
• Intermediate MS Office Skills

Key Competencies

Knowledge (what must I know):

• Occupationally Directed Education Training and Development Practices

Skills and Abilities (what must I be able to do / display):

• Customer service orientation
• Excellent coaching, mentoring and support skills
• Attention to detail
• Oral and written communication
• Analysis
• Ability to work under pressure
• Flexibility and adapting to change
• Trustworthy and Honest – having access to client finance information

Management/Supervisory Responsibility:

This position has no management responsibility.

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

Location:

Cape Town

,

South Africa

Time Type:

Full time

Contract Type:

Permanent

Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.

Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.