Training Manager - BPO

Company Description

WNS (Holdings) Limited (NYSE : WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centres across South Africa, employing 4000+ people.

Why join us? We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

We are looking for a dynamic, self‑motivated, results‑orientated individual who is deeply passionate about learning – from building job readiness skills in new entrants to the world of work to delivering learnerships and talent development programmes. Strong facilitation and coaching skills, assessor and / or moderator registration, customer and learner centricity and excellent interpersonal skills are non‑negotiable.

Key Responsibilities

• Facilitate accredited and non‑accredited programmes including completion and remediation of formative assessment activities.
• Coach, guide and support learners, including structure and quality of portfolios of evidence.
• Complete accurate and detailed administration including attendance registers, annual training reports, learner feedback forms, facilitator reports.
• Conduct outcomes‑based assessment in compliance with QMS and SETA requirements : evaluate summative assessments using VACS principles, provide written and / or verbal feedback, remediate assessments and conduct moderation of outcomes‑based assessments.
• Complete accurate administration of assessment feedback documents, assessor and moderator reports, portfolio tracking templates and learner results trackers.
• Measure the impact of learning interventions : collect and capture learner feedback forms after facilitation, facilitate completion and capture Voice of the Learner feedback with learners four weeks after training per group, compile and communicate ROI reports and compile client reports.
• Instructional design activities : update existing learning material, quality assure existing content, ensure content is fit for purpose and manageable, contextualise case studies and activities to ensure relevance, and ensure assessment tools are valid and appropriate.
• Plan and manage implementation of allocated projects within budget, time and resource parameters.
• Maintain professional communication and relationships with clients, service providers and learners.
• Identify, mitigate and escalates risks.
• Ensure compliance with QMS, SETA regulations and applicable legislative requirements at all times.
• Complete accurate and detailed administration including updated project plans, risk logs.

Qualifications

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