Learning and Talent Specialist - Alexforbes
(2022-11)
- Talent Management and development.
- Ensure training and new material development are done for product, systems and process training.
- Month-to-month training in OPS and Admin.
- Researching and sourcing external/internal training programs to meet the cost training needs.
- Presenting and sharing data driven insights in a meaningful way, to inform strategy.
- Conducting each component of the training cycle within the business units i.e. training needs, analysis, design, development, delivery, assessment and measurement.
- Enhance people performance as well as protocol/standard operating updates.
- Identify knowledge and skills gap within the Wellness Solutions Team with targeted training solutions to close the gaps.
- Development of both existing and new staff in the area.
- Increase the skill levels of the business unit through targeted training interventions, including coaching.
- Deliver training sessions to a wide range of stakeholders internally and externally.
- Schedule and plan learning sessions in accordance with the business unit requirements
- Conduct formal preparation for training
- Provide formative and summative assessment feedback.
- Complete all required administration and evaluate training interventions
- Obtain a completed reaction evaluation from all learners
- Maintain accurate and complete training assessment records
- Provide timely and regular feedback to management and team leaders on training, coaching, induction, trends identified, training needs.
- Attend and or chair key forums
- Develop and implement quality measures and audit methodologies
- Keep abreast of best industry practices e.g. digital learning
- Responsible for developing and maintaining all training material for the business
- Support the business with ad hoc projects as and when required.
People Learning Partner - SA Taxi
(2021-05 - 2022-11)
To manage the development, sourcing and implementation of appropriate product training and development initiatives with the aim of achieving high performance levels for new and existing employees.
- Liaise with all line managers to determine training needs.
- Develop mechanisms for skill gaps to be identified by the manager Make recommendations on appropriate interventions.
- Roll out generic knowledge survey to senior manager, line manager and staff (survey template)
- Ask OD for questioning techniques for senior managers from a performance/ contracting perspective.
- On snr and line manager survey include definition of skills, and knowledge so that they understand the difference, refer them to the skills they need to perform the role and KPI to measure against the questions.
- Present survey findings (training report template required)
- Design learning outcomes:
- Priority 1: Learning outcomes based on lack of knowledge/ skills preventing the team/ learner from performing the standard requirements of their role.
- Priority 2: Enhance existing knowledge/ skills and provide new knowledge/ skills.
- Priority 3: Address scarce skills set out by the SETA (SDF to provide Scares and critical skills for each cluster's SETA.
- Ensure that training materials and interventions are outcomes-based.
- Ensure that materials and training is aligned to relevant legislative requirements (e.g. FAIS, NQF)
- Update course learning material regularly.
- Ensure that training interventions are aligned to needs that have been identified.
- Coordinate training schedules and materials and ensure that training takes place. (L & D department, external vendors)
- Present training courses.
- Ensure that the training interventions are aligned to the organizational strategy.
- Assess the impact of training (i.e. Portfolio of evidence) and take appropriate actions.
- Provide feedback to the line managers.
- Continuously assess and moderate training interventions.
- Build strong relationships with the internal stakeholders.
- Brand ambassador - Ensure that the SA TAXI PROTECT brand is positioned positively in the organization and internalized.
- Develop and manage internal SLAs with stakeholders.
- Prioritize stakeholder relationships (internal and external – e.g. SETA) and ensure that regular meetings are held to discuss client satisfaction and needs. (Simas Part)
- Assist in the identification of high potential talent and address development needs; partner with divisions to ensure validation of HiPo's (High Potential emp)
- Coach and support managers on Talent & Learning processes (i.e. Performance Management, Training Programmes etc.)
- Work with OE Team to build and maintain effective relationships with business and Business Partners through effective communication and follow-through.
- Engage with business leader and associate feedback/queries and ensure that the appropriate solutions are offered/ implemented.
- Implement change and communication initiatives across designated division to enhance leadership and associate understanding of talent systems, policies, processes and the vehicles available to them for their & their team's development.
Regional Training Manager - Massmart
(2018-05 - 2021-04)
- Leading, supported, and implemented various Regional and local Learning & Development projects and programs regarding career development and training portfolio while ensuring diversity, equity, and inclusion.
- Establish, plan, and schedule training through effective prioritisation of training needs as determined through discussions with relevant Line Managers and HR Managers instore and participation in talent forums.
- Develop a Learning and Development strategy by translating the business strategy.
- Translate Learning and Development strategy into operational project plans and budgets.
- Engage and partner closely with Human Capital and Learning and Development Heads to align with the overall learning agenda.
- Facilitating and leading training, including leadership skills, interpersonal skills, orientation or onboarding, and other non-technical training topics.
- Collecting data and analysing the impact of specific initiatives as well as the long-term impact of the training programs.
- Maintaining training records within a Learning Management System (LMS).
- Ensuring that an integrated & comprehensive WSP & Annual Training Plan is timeously submitted and aligned to the BBBEE country requirements (skills development & management control)
- Managing leadership, internships and other skills programs & monitoring the progress of trainees to ensure progress within the required timeframes.
- Working together with relevant Structures and Bodies to recruit Learners, Interns & Graduates.
- Stakeholder management and buy-in for launching/implementing leadership programs.
- Work with OE Team to build and maintain effective relationships with business and Business Partners through effective communication and follow-through.
- Engage with business leader and associate feedback/queries and ensure that the appropriate solutions are offered/ implemented.
- Implement change and communication initiatives across designated division to enhance leadership and associate understanding of talent systems, policies, processes and the vehicles available to them for their & their team's development.
- Monitor and manage attendance records and completion of required training as per training matrices and IDPs. And ensure effective communication of scheduled training.
- Booking of appropriate training venues, equipment, training materials, etc.
- Draw up and publish the monthly training plan.
- Induction and training of new starters.
- Establish needs and manage, monitor and follow up on CBT, GPK and SPK training.
- Support and assist with ABET training.
- Manage development programmes.
- Through participation in the assessment and selection process and consistent monitoring of delegates on the various development programmes (learnerships, trainees, designates, etc)
- Assist with implementation of workplace experience and personal 'classroom training.'
- Draw up appropriate action plans to address areas of concern and monitor progress.
- Ensure successful transfer of learning and competence through final sign off projects and on-the-job assessments and observation if required.
- To be responsible for training administration including arrangement of certification and further practice/study/extension for not yet competent learners.
- Ensure accurate, timely and up-to-date records and feedback on training.
- Qualitative and quantitative monthly reporting to the HR Manager.
- Maintain an up-to-date training matrix and explain the training matrix to all new starters.
- Taking responsibility for all training equipment.
- Contribution to ad hoc training and development projects.
Training Specialist - Alexander Forbes
(2015-10 - 2018-04)
- Monitor, evaluate, or record training activities or program effectiveness.
- Obtain, organize, or develop training procedure manuals, guides, or course materials, such as handouts or visual materials.
- Offer specific training programs to help workers maintain or improve job skills.
- Negotiating with brokers regarding the level of business and serving requirements by making use of the standard greeting.
- Communicating and networking with all Alexander Forbes Group departments to facilitate problem solving.
- Apply effective probing and listening skills.
- Applying precise usage of transfer (calls) policy, by accurate use of voice, tone and pitch.
- Matching response appropriately to the clients communication style.
- Exercise professional and courteous mannerism and ensuring an empathetic approach to calls.
- Creating a positive client experience by providing accurate business information, escalate when needed in a professional and timely manner.
- Willingly and openly share information to add to team effectiveness.
- Calls answered professionally, using correct business language.
- Appropriate closing/ ending exercised.
- Accurate and detailed recording of calls.
- Accurate and timely forwarding workflows and escalation when necessary.
- Conduct Quality Assurance Call Evaluations.
- Listen to calls made or received by the Contact Centre Agents/ Monitoring Centre Agents/ Commercial Centre Agents.
- Listen to calls made or received by the Contact Centre Agents/ Monitoring Centre/ Commercial Centre agents to identify issues. i.e. bad behaviour, out of the ordinary events etc.
- Record findings on Contact Centre Agent/ Monitoring Centre Operator/ Commercial Centre QA evaluation forms through Qnique.
- Monitor and evaluate Contact Centre/ Monitoring Centre Agent e-mails and other written interactions with customers based on customer internal quality standards.
- Monitor and manage attendance records and completion of required training as per training matrices and IDPs. And ensure effective communication of scheduled training.
- Booking of appropriate training venues, equipment, training materials, etc.
- Draw up and publish the monthly training plan.
- Induction and training of new starters.
- Establish needs and manage, monitor and follow up on CBT, GPK and SPK training.
- Support and assist with ABET training.
- Manage development programmes.
- Through participation in the assessment and selection process and consistent monitoring of delegates on the various development programmes (learnerships, trainees, designates, etc)
- Assist with implementation of workplace experience and personal 'classroom training.'
- Draw up appropriate action plans to address areas of concern and monitor progress.
- Ensure successful transfer of learning and competence through final sign off projects and on-the-job assessments and observation if required.
- To be responsible for training administration including arrangement of certification and further practice/study/extension for not yet competent learners.
- Ensure accurate, timely and up-to-date records and feedback on training.
- Qualitative and quantitative monthly reporting to the HR Manager.
- Maintain an up-to-date training matrix and explain the training matrix to all new starters.
- Taking responsibility for all training equipment.
- Contribution to ad hoc training and development projects.
Senior Consultant Policy Info/ Changes - Liberty Life
(2008-01 - 2015-09)
- Servicing CAL, LBP, LA which includes Retirement, Life Policies and LISP products on a daily basis and understanding their rules and regulations as well as their systems.
Intermediary/ Financial Adviser (Contract) - Metropolitan Life, Guardi Square
(2008-01 - 2008-09)
- Give advice to clients, financial planning when it comes to retirement, life insurance, education, disability and dread disease.
