This is a hands-on and highly analytical role which is key to the company’s goal of continuously achieving significant growth through innovation and continuous improvement.
KEY RESPONSIBILITIES & DUTIES
- Create and execute a needs analysis process that covers roles across all accounts, including the Satellite Office internal support team.
- Develop learning programs that are aligned with both the organisation’s objectives and the clients’ direction of growth.
- Own learning and development (L&D) projects and subject matter expertise. Create L&D programs that create a significant point of difference in the BPO industry, including role, industry and client tailored programs and academies.
- Continuously analyse and design process flows to increase efficiencies within related process flows.
- Coordinate and collaborate with clients to integrate the growth plans of their staff with designed developmental plans.
- Be fully involved in and own the implementation of the learning management system (LMS), leveraging on the advantages of technology to create effective and efficient developmental programs as the organisation grows.
- Continuously evolve learning processes and platforms based on available resources.
- Plan annual learning and development budgets and allocate resources accordingly.
- Source for and build relationships with third-party providers.
- Work with internal teams to create staple and/or foundational curricula.
QUALIFICATIONS & EXPERIENCE
- Minimum of 10 years’ experience in learning and development process management and creation.
- Recent experience with the framework design and implementation of learning management systems (LMS).
- Extensive experience with understanding, creating, and implementing different process maps and flows for learning and development cycles, ideally in coordination and collaboration with clients.
- Must have an entrepreneurial mindset – accountable for recommendations and decisions, and a good understanding of commercial approaches.
- Experience in creating and maintaining performance and progress reports.
- Strong preference towards documentation and experience in document management is required.
- Experience in data analytics is a strong advantage, but not required.
- Exposure to both corporate and third-party learning and development / consultancy is a strong advantage.
PERSONAL SKILLS & QUALITIES
- Excellent English communication skills, both written and verbal.
- Flawless integrity, with strong interpersonal and analytical skills.
- Strong business acumen, with entrepreneurial and commercial mindsets.
- Quantitative and data-driven approach to process recommendation and creation.
- Excellent time management skills with a strong sense of urgency.
- Strong orientation towards collaboration and a passion for excellence.
- High energy, team orientated.
- Excellent task management / organisational skills.
- Precise, accurate, attention to detail a must.
- High learning aptitude with the ability to work unsupervised.
- Confident to practice responsible transparency at all times.
- Must demonstrate initiative and a ‘can do’ attitude – solutions-oriented and results focused.
