Training Manager | Digicall Management Services – Hr

ROLE SUMMARY The Training Manager is responsible for developing and overseeing training programs across the business.
This role ensures the alignment of learning initiatives with business objectives, driving a culture of continuous learning and employee development.
Key duties include designing and delivering training programs, managing learning resources, ensuring compliance with industry standards, and evaluating the effectiveness of training efforts.
The Training Manager will work closely with leadership to support talent development and enhance overall organisational performance.
QUALIFICATIONS Minimum: B-degree or Diploma in Education, Training, or Facilitation / Human Resource Management or a related fieldAdvantageous: Qualified Assessor / Moderator or CIPD accredited / equivalent L&D specialist qualificationEXPERIENCE Minimum of 5 years' work experience in Training and Development.Minimum of 3 years' work experience in a managerial position, ideally across multiple sites.Experience with e-learning methodologies and L & D management software.Experience of implementing Skills Development projects for discretionary grants from the SETA and BBBEE.Experience in a Contact centre/Business Process Outsourcing (BPO) or Business Process Management (BPM) environment would be advantageous.SKILLS & KNOWLEDGE Proficient in Microsoft Office (Word, PowerPoint, Excel, and Outlook).Sound knowledge and application of relevant legislation (BCEA, EEA, LRA, etc).Strong presenter and coach, with the ability to develop and deliver training and presentations.Knowledge of E-Learning platforms.Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.Comprehensive understanding of managing and improving L & D processes.In-depth knowledge of WSP and ATR requirements.Understanding of BBBEE for achieving Skills Development targets.In-depth knowledge of the Skills Development framework and associated legislation, including experience in gaining SETA ETQA programme approval.RESPONSIBILITIES Financial Management Reconcile fuel, travel, and other departmental expenses.Manage the annual training budget for the company.Monitor and report on training costs to ensure the budget is not exceeded and expenditure is justified.Strategy Oversee the implementation and management of the L&D strategy.Review and challenge the L & D strategy and outputs to ensure delivery of the required outcomes and alignment with broader business development requirements and strategies.Operational Design and deliver operational-specific learning interventions including product-, systems- and soft skills- training, and skills development programmes in support of employee development needs and the company Skills Development Plan.Develop and implement specific interventions based on the identification of development needs and in consultation and partnership with operations.Operate within an agreed training schedule to meet and exceed the L & D quality standards as defined by the business.Provide continuous feedback on performance and training needs to the Department Heads, making recommendations for further intervention design and implementation, as required.Ensure accurate recording and maintenance of L & D data on the e-learning and training database.Report on employee performance for management to take appropriate and timely action on high/low-performance issues affecting individual, team, and project success.Plan, design and conduct structured pre-/in – progress/ post- learning assessments in line with business requirements.Analyze trends from audits and complaints and deliver comprehensive reports.Design and develop alternative training methods if expected outcomes are not achieved.Utilize a variety of infrastructural techniques or formats when facilitating learning, such as role-playing, simulations, team exercises, group discussions, videos or lectures, assessments, and e-learning.Ensure that all existing L & D material, including e.g., documentation and processes are updated and aligned to business requirements.Provide monthly feedback on performance and training interventions, both verbal and documented, to all relevant stakeholders e.g., Supervisors, Quality Assurance, Department Heads, and operational staff.Support the Quality Team and assist in the calibration sessions to ensure that all parties involved are working on par with the business requirements.Assist in the mentoring of new employees to progress them from the safe training environment to the live environment.Conduct coaching and one-on-one training when required, to ensure optimal transfer of knowledge and skills.Meet regularly with business units to conduct skills gap analyses using assessments, surveys, or focus groups, and identify areas of development for teams and individuals.Support any refresher training needs.Work closely with the team and operational staff to obtain feedback from clients and review customer service complaints, particularly to identify opportunities for coaching and skills development interventions monthly.Continuously evaluate the effectiveness of L & D initiatives and make adjustments or provide recommendations accordingly.Source external training interventions where required and manage external vendor relationships.Continuously review L & D methodology to ensure that best practice is applied.Oversee the development and delivery of leadership development programmes for managers and leaders at all levels.Cooperate with the Group Talent Manager and HR Manager to ensure that all aspects of development and talent management are focused on diversity and inclusiveness to ensure accessibility to all employees.Cooperate with the Quality Assurance Manager to foster continuous feedback loops between Training, Quality Assurance, and Operations.Continually assess the use of technology across the departments with the aim of improving efficiency, increasing flexibility, and reducing speed to competency.Liaise with the Group Talent Manager to ensure that career pathways are established for all departments and are accessible to all staff.Direct training and development processes, ensuring all new hires receive high-quality on-boarding and induction experience, to maintain a high employee performance level.Observe and manage the Training Team's delivery on a structured and regular basis to ensure that programme standards are met.Allocate all training resources efficiently and effectively, ensuring that the Training Team meets all stakeholders' expectations and requirements.Ensure company meets the business objectives of training according to BBBEE requirements.Oversee all applications relating to bursaries and learnership or any other form of formal training requests.Ensure training options such as bursaries, learnership and formal training requests are updated regularly, and aligned with the company's strategic objectives.Reporting Submit monthly L & D reports to the relevant stakeholders.Provide feedback from learner feedback reports at monthly feedback analysis meetings.Submit any other reports as directed by the business.Annual submission of Workplace Skills Plan (WSP) and Annual Training Report (ATR).Document reports and feedback on all aspects of employee development.Compile reports on training success rates, training attendance, and any other required reporting.HR Management Direct human resources activities, including the approval of human resource plans and activities.Assist in the recruitment and on-boarding of staff.Responsible for the development and training of direct reports.Assist with talent management and succession planning of staff.Initiate disciplinary action for departmental staff that is non-compliant with company objectives/policies and procedures.Ensure sound and productive employee relations, good morale, and productive work culture.Develop contingency plans to ensure that performance targets are achieved even in adverse conditions.COMPETENCIES Managing Tasks: Very effective at planning and organising, identifies clear priorities and milestones.Examining Information: Analyses and processes information very effectively when solving problems.
Very curious and good at asking probing questions.Interpreting Data: Very effective in applying technology and working with numerical data when evaluating problems.
Relies heavily on facts and hard, objective data when evaluating problems.Documenting Facts: Communicates well in writing, readily understands the logic behind an argument, and will ensure that all the relevant facts are taken into consideration.Making Decisions: Comfortable making quick decisions, prepared to make big decisions, and take responsibility.
Holds definite opinions on most issues and rarely changes their minds.Producing Output: Works at a fast pace, works well when busy and copes well with multi-tasking.Directing People: Very likely to take the lead, take control of things and coordinating people.Articulating Information: Presentation-oriented, good at explaining things, and confident when meeting new people.Interacting with People: Very lively, talkative, and projects enthusiasm.
Is focused on interacting and networking with people.Embracing Change: Enjoys new challenges and adapts readily to new situations.
Positive about and copes well with change and uncertainty.
#J-18808-Ljbffr