Senior Learning and Development Officer

Manage, develop and support a team of Trainers; initiate and participate in process improvement initiatives/projects; be a custodian of knowledge and ensure accurate documentation of product/process knowledge
*
* Job title:

** Senior Learning and Development Officer
*
* Job Description:

**** Senior Learning and Development Officer
** Manage, develop and support a team of Trainers; initiate and participate in process improvement initiatives/projects; be a custodian of knowledge and ensure accurate documentation of product/process knowledge.
** Key Performance Areas
*** To design and develop bespoke training material for operational development purposes, to a high standard.
* To oversee and manage the design, creation and development of relevant content for all projects relating to change and update requests
* To ensure training material is relevant, accurate and fit for purpose; making amendments where necessary and/or providing recommendations to guarantee a consistent learning experience.
* Delivery of learning solutions and performance improvement initiatives to learners and support the operational population to maintain and maximise performance.
* Evaluate the effectiveness of learning solutions delivered, highlighting where there has been a return on investment and/or value added learnings for future solutions.
* Act as an ambassador of Capita and the L&D function within the segment area attending project, operational and client meetings when required.
* Regularly review scorecards / KPI’s, ensuring learning solutions are focused on driving maximum business performance.
* Handle all financial details with relevant integrity and confidentiality
* Maintain and develop a catalogue of blended learning resources that drive Capita’s operational strategic goals, customer / client requirements and business change.  Ensuring that all content is up to date and accurate.
* Provide tailored operational coaching support, in order to drive and support the achievement of operational KPI’s, evidencing value added to the operation.
* Maintain an up to date personal development plan, including a current, detailed knowledge of L&D methodology and practices.
* Obtain and develop an on-going commercial awareness of Capita’s client contracts and performance within the segment.
** CAPITA VALUES
** Implement and practice the Capita Values through practical application of the behaviours required as a
* VALUES* champion and actively pursue our promise of a great experience again and the purpose of helping to enable others
** Minimum Qualification**:
* Matric (Completed)
* Assessors with relevant experience –
** Preferred
* ** Moderator and Design certificates with relevant experience –
** Preferred
* *** Desired

Qualification:

*** National Diploma in Occupationally Directed Education Training and Development Practices, or equivalent –
** Preferred
* *** Minimum Experience**:
* Multi skilled across campaigns
- ** Essential
* ** Previous material / instructional design experience –
** Essential
* ** Minimum 1 years L&D experience
- ** Non-negotiable
*** Minimum 3 years call centre experience –
** Non-negotiable
*** Minimum 2 years previous management experience –
** Preferred
* ** Experience in delivering the full learning and development cycle
* Experience working in a complex, changing, fast-paced environment
* Customer Service experience essential
* Flexible approach to working hours and location
* Intermediate MS Office Skills
** Key Competencies
** Knowledge (what must I know):
* Occupationally Directed Education Training and Development Practices.
*
* Skills and Abilities

(what must I be able to do / display):
*** People management skills
* Customer Services experience
* Excellent coaching, mentoring and support skills
* Excellent oral and written communication
* Client and Customer Focus
* Planning and Organising
* Problem Solving and Decision making
* Flexibility and Adapting to Change
* Leadership and Team Performance
* Self-Motivate
* Leads by example
** Management/Supervisory Responsibility:
** This position has supervisory responsibility.

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