Learning and Development Specialist at Smollan Financial Services, Johannesburg
Smollan Financial Services · Johannesburg, Gauteng
Overview
Smollan Financial Services is looking for an experienced Learning and Development Specialist to join their Client Solutions team in Johannesburg. You will design and deliver training programmes for contact centre agents, coach employees, and assess performance to improve client satisfaction. This is a great fit for someone with strong contact centre training experience and a passion for developing people. Permanent, full time role based in Smollan, Johannesburg.
About the role
Smollan is on an evolutionary journey, shifting their story and building a diverse, inclusive workplace where people feel cared for, happy and inspired. They are looking for a Learning and Development Specialist to join the Client Solutions team.
Your main focus will be designing and delivering engaging training programmes, facilitating learning sessions, coaching employees, and assessing performance to drive continuous improvement and boost client satisfaction.
What you will do:
- Design and develop interactive training materials like e learning, workshops and job aids using adult learning principles
- Facilitate training sessions for field staff, contact centre sales and servicing agents
- Investigate performance gaps and tailor coaching interventions to address specific agent needs
- Manage the end to end logistics of training, including scheduling, venue booking and learner communication
- Maintain accurate training records, registers and performance reports
- Evaluate and benchmark training and coaching in partnership with the People Development team
Requirements
- Diploma or Degree (NQF Level 5 or 6) in HR, Learning and Development, or Education
- Accredited Facilitator
- 5 years or more in a Learning and Development role with a focus on contact centre environments
- 3 years or more experience in facilitation
- 2 years or more experience in instructional design and digital content creation tools
- Working knowledge of the full People Development Value Chain and processes
- Previous experience in a financial services environment is advantageous
- Strong contact centre training experience
- Excellent facilitation skills
- Ability to design and develop effective learning content
- Exceptional verbal and written communication skills
- Emotional maturity to manage group dynamics in a high pressure contact centre environment
- Strong planning and prioritisation skills
- Service excellence mindset
Responsibilities
- Design and develop engaging, interactive training materials such as e learning, workshops and job aids using adult learning principles
- Ensure all content aligns with Smollan Client Solutions protocols and industry standards
- Continually update training materials based on feedback and shifts in business requirements or product knowledge
- Facilitate training sessions for field staff, contact centre sales and servicing agents
- Apply principles of effective facilitation in all interactions
- Investigate and evaluate performance gaps and tailor coaching interventions to address specific agent needs
- Provide ongoing feedback to agents and line managers regarding development progress
- Manage the end to end logistics of training, including scheduling, venue booking and learner communication
- Maintain accurate training records, registers and performance reports to ensure compliance and audit readiness
- Identify training opportunities at the operational level and propose solutions to the People Development team
- Continually evaluate and benchmark training and coaching in partnership with the People Development team
- Identify and track impact metrics
- Keep abreast of Smollan ways of work, policies, processes, systems and products
Job details
- Organisation
- Smollan Financial Services
- Location
- Johannesburg, Gauteng
- Job type
- Full time
- Experience level
- Mid (5+ years)
- Education
- Diploma
- Category
- Human Resources
- Application Method
- Apply online
Success Guide
To stand out for this Learning and Development Specialist role, tailor your CV to highlight your contact centre training experience and facilitation skills. Smollan values people who can translate complex information into simple, engaging learning content, so bring examples of training programmes you have designed and delivered.
Prepare for a competency based interview where they may ask how you handle performance gaps and coaching in a high pressure contact centre. Emphasise your emotional maturity and ability to manage group dynamics. If you have financial services experience, mention it as it is advantageous.
Make sure your CV clearly states your years of experience in L&D, facilitation and instructional design, as these are key requirements. Good luck!
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