Key Responsibilities

Learning Strategy & Governance

• Lead the development and execution of the organisation’s Learning & Development strategy, ensuring alignment with business objectives and workforce capability needs.
• Manage WSP and Annual Training Report in alignment with relevant SETA requirements, ensuring compliance and maximising available funding opportunities.
• Develop and maintain a company-wide Skills Matrix, tracking competency levels, identifying capability gaps, and informing targeted development interventions across departments.
• Conduct organisational training needs analyses and skills-gap assessments to inform strategic learning initiatives and workforce development planning.

Training & Capability Development

• Design, implement, and oversee comprehensive onboarding and induction programmes to ensure effective integration of new employees.
• Develop and deliver soft skills, product, sales, and operational training programmes that support employee performance and business growth.
• Create and manage cross-functional development programmes that promote internal mobility, succession planning, and capability building across the organisation.
• Design and deliver leadership development programmes for team leaders, supervisors, and emerging managers, focusing on coaching, performance management, communication, and people leadership.

Leadership & Talent Development

• Partner with senior leaders and department heads to identify leadership development needs and implement targeted interventions.
• Provide coaching and development support to leaders and supervisors, enabling them to effectively manage and develop high-performing teams.
• Facilitate leadership workshops, management training sessions, and talent development initiatives to build organisational leadership capability.

Learning Operations & Programme Delivery

• Support the launch of new campaigns, projects, or operational changes by developing and delivering relevant training programmes to ensure operational readiness.
• Collaborate with operational and client stakeholders to ensure training content reflects campaign requirements, product updates, and market expectations.
• Attend and translate client training sessions into internal learning materials and programmes to ensure consistent knowledge transfer.

Learning Content & Knowledge Management

• Oversee the development, review, and continuous improvement of learning materials to ensure relevance, engagement, and compliance with industry standards.
• Maintain a centralised learning content library, ensuring training resources remain current, accessible, and aligned with organisational standards.
• Introduce modern learning methodologies and digital learning tools to improve knowledge retention and learning outcomes.

Reporting & Continuous Improvement

• Monitor and evaluate training effectiveness using data, feedback, and performance metrics to continuously improve learning programmes.
• Provide regular reporting to senior management on training outcomes, skills development progress, and leadership capability growth.
• Drive a culture of continuous learning, professional development, and knowledge sharing within the organisation.

Requirements

• Facilitator and/or Assessor Qualification (ETDP or equivalent preferred).
• 5–7+ years’ experience in Learning & Development, Training, or Talent Development, with at least 3 years in a senior or strategic L&D role.
• Proven experience managing Workplace Skills Plans (WSP), Annual Training Reports (ATR), and SETA engagement.
• Demonstrated experience developing and maintaining Skills Matrices and competency frameworks.
• Strong experience designing and delivering leadership development, soft skills, and operational training programmes.
• Experience working within telecommunications, BPO, or contact centre environments is highly advantageous.
• Experience training UK or international campaigns with an understanding of cultural nuances and customer expectations.
• Strong facilitation, coaching, and stakeholder management skills, with the ability to influence leaders and employees at all levels.
• Knowledge of modern learning methodologies, blended learning approaches, and digital learning platforms.
• Strong organisational, analytical, and project management skills.
• Valid driver’s license and own vehicle (essential).

Contact information

Kirsten Naidoo