About the Role

We are seeking an experienced and driven Learning & Development Manager to lead the design, delivery, and continuous improvement of training programmes within a dynamic, high-performance BPO environment.

This role will be responsible for developing impactful learning solutions across product, process, systems, and skills training, while leading a team to deliver high-quality training interventions across the business.

You will play a key role in ensuring employees are equipped with the knowledge, skills, and cultural alignment needed to meet client expectations and drive operational success.

Key Responsibilities

• Design, implement, and continuously improve the Learning & Development strategy
• Develop and deliver blended learning solutions (face-to-face, virtual, e-learning, coaching, and on-the-job training)
• Lead and manage a team of facilitators, ensuring high standards of delivery and consistency
• Conduct Training Needs Analysis (TNA) to identify skills gaps and align training to business and client requirements
• Oversee onboarding and ongoing (“in-life”) training programmes
• Maintain and manage learning content within the Learning Management System (LMS)
• Track training participation, performance, and effectiveness using data-driven insights
• Produce and present weekly and monthly reports on training performance and impact
• Partner with stakeholders across operations and clients to align training outcomes with business needs
• Drive continuous improvement through feedback, coaching, and best practices

Minimum Requirements

Qualifications:

• Matric (essential)
• Relevant Bachelor’s degree (highly advantageous)
• Skills Development Facilitator and/or Assessor qualification (preferred)

Experience:

• Minimum 5 years’ experience in Learning & Development within a structured environment
• At least 2 years’ experience managing or leading L&D teams
• Experience designing training solutions aligned to operational or client requirements
• BPO or high-volume environment experience
• Experience working with LMS platforms and e-learning tools

Skills & Competencies

• Strong instructional design and facilitation capability
• Excellent communication and stakeholder engagement skills
• Strong planning, organisational, and reporting ability
• Analytical mindset with the ability to measure training effectiveness
• Ability to influence and collaborate across multiple teams
• Passion for people development and talent growth
• Resilient, adaptable, and solutions-oriented
• High attention to detail and quality standards
• Ability to work in a fast-paced, evolving environment

Working Hours

Due to the nature of supporting international clients (UK, USA, Australia) as well as local operations, this role requires a flexible approach to working hours, including the ability to align with varying campaign schedules when required.

Why Join?

• Opportunity to shape and lead a high-impact Learning & Development function
• Work within a fast-paced, global-facing environment
• Play a key role in developing talent and driving business performance

Apply now if you’re passionate about developing people, driving performance, and making a measurable impact through learning.