Job purpose:
As L&D Designer and Facilitator, you will be responsible to design, develop, maintain, deliver and assess simple, transparent and flexible learning programmes to the company's operational business focusing on our products, process and policies. As a brilliant and confident public communicator, you are required to inspire and motivate operational staff to achieve the highest measurable standards of service and individual performance for the benefit of our customers.

Key Accountabilities

Design, develop and maintain current training materials throughout product updates, competitor updates, and process changes e.g. On-boarding, Product and Operations training, etc.
Deliver and assess learning initiatives, in collaboration with the L&D Team
Assess training needs through surveys, interviews, or in consultation with agents, managers or instructors
Design and invigilate technical, functional and operational competencies through monthly Core Competency Assessments (CCA's) and Quarterly Risk Assessments (QRAs)
Apply and implement L&D ADDIE+F (Analyse, Design, Develop, Implement and Feedback) methodology and principles throughout all learning and assessment interventions across markets
Build and maintain strong relationships with agents and their respective Team Managers
Strategically manage own projects in line with L&D requirements, providing recommendations that will improve learning experiences within the organisation
Administer good practices of record keeping on the Learning Management System for auditing purposes
Manage and perform workplace assessments for both accredited and non-accredited learning initiatives
Assist Snr. L&D Manager Keeping up to date with latest learner challenges and changes within the organisation, especially relating to products, processes and policies

Experience, Qualifications, Skills & Competencies

Minimum of 1 - 2 years' experience in Learning and Development, Facilitation and Design & Development of content
Tertiary level of education or above will be an advantage, preferably in Education
Internationally-recognised Facilitation or Train-the-Trainer qualification, with proven knowledge of industry-recognised learning, training and facilitation techniques
Qualification in Designing and development of Assessments (If in progress, will also be considered)
Qualification in Design and Development learning (If in progress, will also be considered)
Awareness and knowledge of current people development theory and methods
Excellent interpersonal and communication skills, with the ability to effectively share and facilitate information at agent level and with L&D Team, and stakeholders
Ability to think commercially at a strategic level and be hands on to deliver the day to day job requirements
Ability to work effectively and collaboratively with others both internally and externally
Demonstrable computer literacy and a working knowledge of Microsoft software e.g. Word, Excel and PowerPoint
Experience within a Customer Service Operations, and Financial Services/Banking Sector
Sound judgement, organisational and administrative skills
Performance driven, and able to work under pressure and to tight deadlines
A strong team player, with a "can-do" attitude

Additional Skills:

Ability to work in an International environment, as part of an International team
Be flexible and able to adapt to a rapidly changing business environment
Must be self-disciplined in daily work ethics, having the ability to work with minimal direct supervision