At Smollan, We’re on an evolutionary journey where we’re shifting our story. We’re looking for truly unique people who believe in fostering a diverse and inclusive environment. Where our people are cared for, happy and inspired in building an extraordinary place to work.

Job Summary:
To train, coach and assess SCS employees. Further, to enable achievement of KPI’s, continued
performance improvement and increased levels of client satisfaction.

Key Responsibilities and Deliverables:

1. Instructional Design & Content Creation

• Design and develop engaging, interactive training materials (e-learning, workshops, and job aids) using adult learning principles.

• Ensure all content is aligned with Smollan Client Solutions' protocols and industry standards.
• Continually update training materials based on feedback and shifts in business requirements or product knowledge.

2. Facilitation & Coaching

• Facilitate training sessions for Field Staff, Contact Centre Sales and Servicing Agents, ensuring a high level of learner engagement.
• Apply principles of effective facilitation in all interactions.
• Investigate and evaluate performance gaps, tailoring coaching interventions to address specific agent needs.
• Provide ongoing feedback to agents and Line Managers regarding development progress.

3. Learning Co-ordination & Administration

• 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 proactively propose solutions to the People Development team.

4. Evaluation and Improvement

• Continually evaluate and benchmark training and coaching in partnership with People Development team: Identify and track impact metrics

5. Training Best Practice

• Understand Smollan ways of work and identify what is working best in order to leverage successes and identify challenges
• Keep abreast of Smollan ways of work; policies; processes; systems and products

Minimum Qualifications:

Diploma/Degree (NQF Level 5/6) in HR,L&D, Education;

Accredited Facilitator

Minimum Experience:

5 years + in an L&D role with a focus on contact centre environments.

Advantageous: Previous experience within a Financial Services environment.
Technical Skills: Proven experience: Facilitation (3 years +), Instructional Design and digital content creation tools (2 years +). Working knowledge of full People Development Value Chain and Processes

Key Competencies

• Instructional Design & Creativity:
• Ability to translate complex information into simple, digestible learning content.
• Emotional Maturity: Ability to manage group dynamics and individual needs in a high-pressure contact centre environment.
• Communication: Exceptional verbal and written communication skills to deliver training and report on outcomes.
• Analysis & Problem Solving: Ability to identify performance trends and address them through targeted learning.
• Planning & Prioritisation: Strong coordination skills to manage multiple training cohorts simultaneously.
• Service Excellence: Commitment to driving client and customer satisfaction through well-trained, competent staff.