Senior Learning and Development Specialist (BPO)

We are seeking an experienced and strategic Learning & Development Manager to lead the design, implementation, and continuous improvement of our organisational learning and capability development strategy.

This role is responsible for driving workforce capability, leadership development, compliance training, and operational readiness across the business. The successful candidate will partner closely with operational leaders and stakeholders to create impactful learning solutions that support employee growth, performance, and business objectives.

The ideal candidate will have strong experience within telecommunications, BPO, or contact centre environments and a solid understanding of SETA requirements, Workplace Skills Plans, and competency-based development frameworks.

Key Responsibilities

Learning Strategy & Governance

• Lead the development and execution of the organisation's Learning & Development strategy, ensuring alignment with business objectives and workforce capability needs.
• Manage WSP and Annual Training Report in alignment with relevant SETA requirements, ensuring compliance and maximising available funding opportunities.
• Develop and maintain a company-wide Skills Matrix, tracking competency levels, identifying capability gaps, and informing targeted development interventions across departments.
• Conduct organisational training needs analyses and skills-gap assessments to inform strategic learning initiatives and workforce development planning.

Training & Capability Development

• Design, implement, and oversee comprehensive onboarding and induction programmes to ensure effective integration of new employees.
• Develop and deliver soft skills, product, sales, and operational training programmes that support employee performance and business growth.
• Create and manage cross-functional development programmes that promote internal mobility, succession planning, and capability building across the organisation.
• Design and deliver leadership development programmes for team leaders, supervisors, and emerging managers, focusing on coaching, performance management, communication, and people leadership.

Leadership & Talent Development

• Partner with senior leaders and department heads to identify leadership development needs and implement targeted interventions.
• Provide coaching and development support to leaders and supervisors, enabling them to effectively manage and develop high-performing teams.
• Facilitate leadership workshops, management training sessions, and talent development initiatives to build organisational leadership capability.

Learning Operations & Programme Delivery

• Support the launch of new campaigns, projects, or operational changes by developing and delivering relevant training programmes to ensure operational readiness.
• Collaborate with operational and client stakeholders to ensure training content reflects campaign requirements, product updates, and market expectations.
• Attend and translate client training sessions into internal learning materials and programmes to ensure consistent knowledge transfer.

Learning Content & Knowledge Management

• Oversee the development, review, and continuous improvement of learning materials to ensure relevance, engagement, and compliance with industry standards.
• Maintain a centralised learning content library, ensuring training resources remain current, accessible, and aligned with organisational standards.
• Introduce modern learning methodologies and digital learning tools to improve knowledge retention and learning outcomes.

Reporting & Continuous Improvement

• Monitor and evaluate training effectiveness using data, feedback, and performance metrics to continuously improve learning programmes.
• Provide regular reporting to senior management on training outcomes, skills development progress, and leadership capability growth.
• Drive a culture of continuous learning, professional development, and knowledge sharing within the organisation.

Requirements

• Facilitator and/or Assessor Qualification (ETDP or equivalent preferred).
• 5-7+ years' experience in Learning & Development, Training, or Talent Development, with at least 3 years in a senior or strategic L&D role.
• Proven experience managing Workplace Skills Plans (WSP), Annual Training Reports (ATR), and SETA engagement.
• Demonstrated experience developing and maintaining Skills Matrices and competency frameworks.
• Strong experience designing and delivering leadership development, soft skills, and operational training programmes.
• Experience working within telecommunications, BPO, or contact centre environments is highly advantageous.
• Experience training UK or international campaigns with an understanding of cultural nuances and customer expectations.
• Strong facilitation, coaching, and stakeholder management skills, with the ability to influence leaders and employees at all levels.
• Knowledge of modern learning methodologies, blended learning approaches, and digital learning platforms.
• Strong organisational, analytical, and project management skills.
• Valid driver's license and own vehicle (essential).