Learning and Development Manager | Sanlam

Sanlam Retail Affluent business (SRA), part of Sanlam Life and Savings, aims to empower South Africans in the middle- and upper-income segments to be financially confident and prosperous. With a focus on excellence in technology, client experiences, and intermediary services, SRA offers comprehensive financial solutions including planning, insurance, credit, savings, investments, and retirement services.

What You’ll Do:

Job Purpose: Execute the training strategy for Business Shared Services. Collaborate with the Head to plan and implement training initiatives. Identify training needs, develop programs, and ensure the delivery of quality training interventions.

Output/Core Tasks:

• Manage training delivery and evaluation.
• Conduct learning needs analysis.
• Supervise learning facilitators and ensure their development.
• Coach and support team members on complex learning needs.
• Review service level agreements and key performance areas to optimize quality and service delivery.
• Collaborate with the Quality team to enhance learning and development processes.
• Conduct learning development, research, and benchmarking activities.

Role Requirements:

Qualifications:

• Relevant business degree/diploma or industry-related qualification.

Knowledge and Experience:

• Knowledge of insurance or call center industry, especially in life assurance and client services.
• Financial services experience is essential.
• Experience in managing personnel within a call center environment is advantageous.

Competencies:

• Ability to work under pressure.
• Strong conflict management skills.
• Innovative mindset.
• Capability to develop and empower others.
• Team player with excellent communication skills.
• Proficient in decision-making and client service orientation.
• Skilled in objective setting, control, and self-confidence.
• Ability to utilize internal networks to solve client problems.
• Proficiency in working with technology, including computers, telephone systems, and software applications.

Personal Attributes:

• Builds effective teams independently.
• Demonstrates quality decision-making independently.
• Directs work independently.
• Plans and aligns independently.