Learning & Development Manager (Offshore BPO)The Learning and Development Manager will be responsible for designing, implementing, and evaluating learning and operationalizing the L & D strategy. They will work with all relevant stakeholders internally and externally to address employee development needs based on surveys, reviews, and organizational goals. They will utilize various methods such as e-learning, workshops, and career plans to enhance the competence and capabilities of employees.NB: This is a nightshift role for an international client.Required Minimum Education / Training:BA/BCom in HR, Business Studies, Industrial Psychology, or a related field.Proven track record as an L&D Manager, Training Manager, or similar.Current knowledge of effective learning and development methods.Familiarity with e-learning platforms and practices.Experience in project management and budgeting.Proficient in MS Office and Learning Management Systems (LMS).Ability to build rapport with employees and business.Required Minimum Work Experience:5+ years' experience as a L&D practitioner within a contact centre, consulting, and/or advisory (professional services) business.Postgraduate in HRM/HRD/OD/Industrial Psychology.Advantageous ETDP/Assessors/Moderators/Coaching.Key driver of self-directed, social, and collaborative learning practices at every level in an organisation.Experienced L&D leader with a proven track record of successful leadership across diverse teams.Relevant learning development, digital instructional design (Articulate/Storyline), and or graphic design qualification highly regarded.Demonstrated experience and ability to create constructive and influential relationships with leaders, individuals, and teams at every level in an organisation.Key Performance Areas:Develop best practices and drive implementation of future-fit learning solutions and organisational capabilities.Design process flows to enhance learning methods and systems.Design appropriate learning and development solutions to close competency gaps and maximize ROI.Review BU capabilities and drive learning future-fit interventions.Use analytics and trends to ensure internal interventions are aligned with best practices.Aligning learning and development plans with key strategic thrusts.Develop and implement the learning and development strategy, policies, and procedures in compliance with legislation and to support business objectives.Conduct learning needs analysis to identify individual and organisational gaps.Ensure learning interventions are aligned with the competency framework and organisational priorities.Design and development of web-based learning modules.Develop learning solutions to support talent development and functional learning.Develop and implement the coaching and mentorship programme in collaboration with the Talent Management Department.Facilitate the development and consolidation of development plans based on skills matrix, career pathways, and succession planning.Coordinate leadership development programs ensuring that these address leadership competency gaps and support talent management.Governance and Compliance.Oversee the skills audits to identify learning gaps and develop interventions.Ensure knowledge management controls are in place and audit findings are closed.Develop a risk and compliance framework for the BU to control and mitigate skill scarcity.Monitoring and Reporting.Monitor and evaluate the effectiveness of learning interventions through metrics and other forms of data analytics.Ensure monthly/quarterly/annual reporting to internal or external stakeholders.People Management.Ensure that the Learning and Development team is fully resourced to deliver on the learning plan.Monitor team performance and develop competencies to drive high performance.Drive team behavior to ensure company values are adhered to.Implement a talent pipeline and ensure mentorship plans are in place.Support the wider HR team with ad-hoc projects.Stakeholder Management.Manage the Skill Development commitments as per contract.Integrate and review the full training plan for the project.Source and manage service providers and draw up service level agreements.Source learning solutions and service providers where required according to specified needs.
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