Senior Learning and Development Officer

Senior Learning and Development Officer

Manage, develop and support a team of Trainers; initiate and participate in process improvement initiatives/projects; be a custodian of knowledge and ensure accurate documentation of product/process knowledge.

Key Performance Areas

• To design and develop bespoke training material for operational development purposes, to a high standard.
• To oversee and manage the design, creation and development of relevant content for all projects relating to change and update requests
• To ensure training material is relevant, accurate and fit for purpose; making amendments where necessary and/or providing recommendations to guarantee a consistent learning experience.
• Delivery of learning solutions and performance improvement initiatives to learners and support the operational population to maintain and maximise performance.
• Evaluate the effectiveness of learning solutions delivered, highlighting where there has been a return on investment and/or value added learnings for future solutions.
• Act as an ambassador of Capita and the L&D function within the segment area attending project, operational and client meetings when required.
• Regularly review scorecards / KPI’s, ensuring learning solutions are focused on driving maximum business performance.
• Handle all financial details with relevant integrity and confidentiality
• Maintain and develop a catalogue of blended learning resources that drive Capita’s operational strategic goals, customer / client requirements and business change.  Ensuring that all content is up to date and accurate. 
• Provide tailored operational coaching support, in order to drive and support the achievement of operational KPI’s, evidencing value added to the operation.
• Maintain an up to date personal development plan, including a current, detailed knowledge of L&D methodology and practices.
• Obtain and develop an on-going commercial awareness of Capita’s client contracts and performance within the segment.

CAPITA VALUES

Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others

Minimum Qualification:   

• Matric (Completed)
• Assessors with relevant experience – Preferred
• Moderator and Design certificates with relevant experience – Preferred

Desired Qualification:   

• National Diploma in Occupationally Directed Education Training and Development Practices, or equivalent – Preferred

Minimum Experience: 

• Multi skilled across campaigns - Essential
• Previous material / instructional design experience – Essential
• Minimum 1 years L&D experience - Non-negotiable
• Minimum 3 years call centre experience – Non-negotiable
• Minimum 2 years previous management experience – Preferred
• Experience in delivering the full learning and development cycle
• Experience working in a complex, changing, fast-paced environment
• Customer Service experience essential
• Flexible approach to working hours and location
• Intermediate MS Office Skills

Key Competencies

Knowledge (what must I know): 

• Occupationally Directed Education Training and Development Practices.

Skills and Abilities (what must I be able to do / display):

• People management skills
• Customer Services experience
• Excellent coaching, mentoring and support skills
• Excellent oral and written communication
• Client and Customer Focus
• Planning and Organising
• Problem Solving and Decision making
• Flexibility and Adapting to Change
• Leadership and Team Performance
• Self-Motivate
• Leads by example

Management/Supervisory Responsibility:

This position has supervisory responsibility.

About Us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

NB: Attach your most recent CV indicative of the criteria as advertised.
No late applications will be considered
Closing date: Midnight 29 July 2025