Facilitator at Telesure Investment Holdings (TIH)

Job Purpose

• Create a conducive learning environment to encourage learning through interactive activities, thought provoking conversation, and real-world activities that encourage knowledge transfer, dot connect between the theory and the TIH workplace and open conversation and feedback. Responsible for the effective preparation, facilitation and post learning impact support related to internal learning programmes and its key learning objectives. To ensure individual learners are performing against targets, review their performance provide coaching where needed to be fit for purpose.

Responsibilities

• Learning and Development Program Delivery
• Deliver face to face sessions, virtual sessions or short courses and create context and conversation that allows learners to engage based on the topic. Be aware of others' reactions and understanding as to why they react as they do. Assess and adapt the learning method to suit the learners needs and ability to understand the content while still ensuring the integrity of the learning and programmes key outcomes. Provide feedback based on participant’s activity, ability to learn and understand the theory and ability to apply the learning in a workplace environment.
• Project and Program Stakeholder Engagement
• Develop and maintain productive working relationships with peers and seniors. Work with stakeholders to ensure learning is delivered in the most appropriate manner. Understand and actively engage with the LMS to assist the learning process. Build relevant and appropriate relationships with the learners as well as managers.
• Learning and Development Program Design
• Design learning sessions to meet the requirements of a specified curriculum or to fill gaps in existing programs; develop and maintain relevant content and high quality training resources to ensure high levels of learner engagement and achievement of learning outcomes. Understand and is able to implement a variety of facilitation techniques and methods to ensure learning is delivered in the most appropriate manner to suit the learners needs as well as ensuring the learning environment is maintained. Able to assess the methodology / technique / facilitation used and the relevance and impact it is having within the learning environment, is able to adjust the method used to ensure the learning is being delivered in the most effective and efficient manner for the learners to understand.
• Leadership and Direction
• Manage and oversee a team for twelve months. Upskill them for Contact Centre/ claims (Service consultants) to drive outcomes needed to be effective and efficient within the business. Pipeline performance - to identify the team's individual development needs by using the performance management system. Plan and implement actions to build learners skills and abilities. Provide training and coaching to learners to improve their performance and fulfil their personal potential Monitor operational compliance of the Team- To ensure customer retention Ensure that learners are educated on the local action plan to support them in understanding of its purpose and how it aligns with broader business plan and the organisation's strategy, mission, and vision. To motivate learners to achieve local business goals Monitor performance of the team.
• Performance Management
• Respond to personal objectives and use performance management systems to improve personal performance or monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
• Learning Needs Analysis
• Support the identification of learning needs by analysing performance and competence data to identify gaps in relation to required levels; recommend priorities for Learning and Development interventions. Ensure the learners achieve target’s – Learners hit targets for upselling (CS customer score card) 1/10 and SQA (GENII) /compliance and customer retention.
• Business Requirements Identification
• Use available business relevant information to drive the learning within the classroom.
• Understand the current challenges facing business as well as the key objectives and strategies that TIH and the specific BU wants to achieve.
• Personal Capability Building
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of content development, relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Improvement / Innovation
• Use logic, reasoning and agility to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Identify shortcomings in existing processes, systems and procedures.
• Document Preparation 
• Prepare training plans, aligned with the training curriculum and prepare relevant training material. Also responsible for gathering and summarising data for reports. Capture registers on the relevant learning management system.

Education

• A degree/diploma in relevant field (Advantageous); Education and Training Development Practices (ETDP) (Essential); Maintain professional knowledge by reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies (Essential); Accredited Moderator (Advantageous) Accredited assessor (Advantageous)  (Required)

Experience

• 2 to 4 years’ experience as a facilitator or educator within the Learning and Development field (Essential). Experience with facilitation of leadership development programmes (Advantageous).