Learning and Development Manager - Cape Town, South Africa - Sanlam

Description

Who are we?

The Sanlam Retail Affluent business (SRA) is dedicated to empower South Africans in the middle- and upper-income segments to be financially confident, secure and prosperous. With deep client understanding and a focus on excellence in technology, client and intermediary experiences, SRA delivers financial solutions including comprehensive financial planning, life- and disability insurance, credit solutions, savings and investments, retirement and fiduciary services that can be accessed through various platforms.

What will you do?

The Sanlam Retail Affluent business (SRA) is a business that is part of Sanlam Life and Savings. SRA is dedicated to empower South Africans in the middle- and upper-income segments to be financially confident, secure and prosperous. With deep client understanding and a focus on excellence in technology, client and intermediary experiences, SRA delivers financial solutions including comprehensive financial planning, life- and disability insurance, credit solutions, savings and investments, retirement and fiduciary services that can be accessed through various platforms. Business Shared Services is the customer facing business unit within SRA.

As we Live in ConfidenceTM we believe in creating and cultivating a positive, energised working environment that gives you every opportunity to achieve success. Sanlam is committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.

What will make you successful in this role?

Job Purpose:

Execute training strategy (Plans) for Business Shared Services. With the Head, plan, and action the realised training plans. Responsibilities include identifying (in collaboration with Quality and business management) the business unit's training needs and developing programmes to meet these requirements. Ensures training plans (curriculum) are implemented. Ensure that training interventions/programmes are of the required standard. Responsible for output and results of training interventions. Co-ordinates and manages the activities of training facilitators.

Output/Core Tasks:

• Manage training delivery.

• Learning Needs Analysis

• Manage the execution of the Learning Facilitators.

• Learning Delivery and Evaluation.

• Manage the people practices and performance statistics and reports of your department.

• Actively be responsible for the coaching, training and development of facilitators, developers, and curators.

• Assist and provide support to team members regarding complex learning needs.

• Ensures Service Level Agreements and Key Performance Areas are continually reviewed and expectations are met with optimum levels of quality and service delivery.

• Work closely with the Quality team to ensure the most effective development and learning is achieved.

• Review management information and make suggestions, recommendations to improve L&D processes.

• Learning development, research, and benchmarking.

Role Requirements:

Qualifications:

• Relevant business degree/diploma or industry related qualification

Knowledge and Experience:

Must have insurance or call centre industry knowledge and an understanding of:

• Life Assurance environment

• Call Centre and Client Services business

• Financial Service experience is essential

• Experience in managing personnel within a call centre environment would be an advantage

Competencies:

• Ability to function under immense pressure

• Good conflict management skills

• Be innovative

• Ability to develop and empower others

• Teamwork

• Good communication

• Decision making skills

• Client service orientation

• Objective setting and control

• Self confidence

• Ability to use internal networks to solve client problems

• Ability to operate independently

• Be proficient in working with technology – computers, telephone systems and software applications

Personal Attributes