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Senior Manager Learning and Development

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

To implement current and future orientated learning strategies in line with the company’s vision and business objectives.

1.Training Management
•Ensures the implementation and correct use of learning and assessment plans, lesson plans, assessment tools and course materials as published in its public folders
•Establishes, maintains and reviews profitable and viable external training partnerships to generate income and deliver training opportunities against pre-determined agreements
•Takes responsibility for managing national resources such as training facilities and regionally deployed facilitators
•Extracts the necessary data required for monthly reporting and contribute to the analysis of this data, measuring the various elements of the learning program and preparing it for presentation to the relevant forums
•Evaluate the impact of training on productivity and performance and report on the return on investment of learning and development interventions at the relevant forums
•Collaborates with Business Units and functional areas to ensure all defined training requirements are met
2.Training Standards and Compliance
•Ensures provision and achievement of all training requirements against the WSP
•Ensures that all statutory training and reporting requirements are met
•Establishes annual training schedules and ensures compliance
•Gains agreed sign-off of training schedule with all relevant stakeholders
•Establishes facilities standards for training delivery and ensures standards are met
•Establishes and implements all relevant policies and procedures for Training and Development
3.Design and Content Development
•Develops effective induction and onboarding programs
•Advises on the development of products and training services through consulting and designing interventions
•Responsible for understanding the combined learning requirements in the organization to create a learning strategy that will address these needs in the short, medium and long term
•Contributes to the development of new education service offerings that support the sales effort
•Identify training needs and designing new programs or customizing existing programs to meet these needs
•Defines the requirements for and researches the necessary learning programs and learning solutions.
•Manages the learning collateral development process from inception to completion, ensuring quality throughout the process
•Deploys learning solutions and track learning effectiveness in line with well-defined success criteria
•Ensures the definition and co-ordination of customized programs based on the needs identified and liaise with external providers to source the relevant programs required
•Ensures that the digital skills development platform is positioned competitively against the rest of the industry
4.Financial Management
•Inputs into the annual budget to meet the required targets and develop a strategy for income generation and expenditure to achieve budget
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Maintains effective control of the business according to financial and operational metrics as determined during the budgeting process
•Manages costs by ensuring optimal resource utilization and develop, refine and co-ordinate efficient services delivery and operations processes
•Ensures that clients are billed according to the planned charges and ensure compliance to the procedure to purchase processes within the business
•Manages month-end reporting and apply for and manage funding and grant opportunities to meet budget and operational targets
•Manager tracks the cost of learning programs and ensures that they are in line with the agreed budget
5.Continuous Improvement
•Reviews and continuously improves the training services, ensuring it remains current and underpins the effective operation of the business
•Ensures a consistently high quality of training, services, and information for clients, participating in audits and implementing improvement items identified
•Ensures the clarity of roles and responsibilities with all employees and compliance to operational processes
•Manages the co-ordination of all regional training activities to meet commitment to courses, capacity building, financial stability, and effectiveness of the training department
•Ensures efficient management of day-to-day operations
6.People Management
•Leadership of Direct Reports
oLeads by example in living the values of the organization
oEnsures the department is fully equipped to handle the workload and distribute workflow
oBe an active part of corrective action for direct reports to ensure those correcting fully understand errors and consequences
oCreates an environment that fosters teamwork and co-operation amongst team members
oCreates awareness of Merchants strategic objectives and their alignment to the department and company objectives
oCommunicates effectively, building and maintaining relationships
oEnsures consistent compliance to company policies and procedures, corporate governance, and relevant legislation
•Attraction & Selection of Direct Reports
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Ensures appropriate staffing and action accordinglyo
Identifies need for creation of position and forwardrecommendation to direct manager and HR
oEnsures appointments are in line with EE targets / strategy
oSelects and places candidates in terms of agreed recruitment and selection process
•Retention of Direct Reports
oDevelops and empowers people, recognizing and rewarding value-added performance
•Training and Development of Direct Reports
oContinually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
oMonitors implementation of training needs as per individual development plans
•Career Pathing and Succession Planning of Direct Reports
oIdentifies, manages and develops talent
•Performance Management of Direct Reports
oSets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organizational and individual needs
oEnsures bi-annual performance reviews take place with direct reports
oIdentifies poor performance and takes corrective action
7.Training Material and Administration
•Manages the administration of various training online systems
•Ensures continuous content development to keep the business current in all spheres
•Reviews and updates training processes
•Develops and delivers weekly and monthly reporting as required - Manages reporting, administration, and Database management of all company training

Requirements
•Minimum 8 to 10 years training experience with an additional 5 years in Training and Development management
•Experience in a Call Centre environment.
•In-depth knowledge of all legislation pertaining to Skills Development, namely SDA, SAQA, NQF, QCTO

Additional requirment
Must have relevant qualification