Trainer

We’re Hiring: Trainer

Location: South Africa

Purpose of the Role

To design and implement large scale strategic, disruptive technical training that cuts across functions or supports new processes, products, systems, and initiatives to enable a future fit employee that can action the Merchant Division COO function strategy and be responsive to the complex fast changing global digital economies

Job Profile Details

JOB PROFILE: Trainer

Function: Shared Services

Reports to: Manager Lead: Transformation and Training

Management accountability

• Number of direct reports: 0
• Number of indirect reports: 0

Job context

Internal:

Group, BPMO, Technology, Data, Customer Experience, Risk and Fraud, Customer Care, Field Services, Fleet Management, Supply Chain and Warehousing, Operational Facilities Management and National Procurement

External:

Suppliers, Regulatory bodies, Industry Standard bodies

Core Leadership and behavioural competencies

• Commercial Acumen
• Adaptability
• Planning
• Client Focus
• Co-operation
• Leadership
• Result Orientation
• Analysing People's Motivations
• Dutifulness/ Accountability

Technical / Proficiency competencies

• Technical proficiencies and hardware integration
• Software configuration and trouble shooting
• Cloud Dev Ops
• Block Chain and Digital Assets
• IOT payment and terminal maintenance
• Delivering all training including network connectivity
• Artificial Intelligence and Machine Learning
• Data Analysis and Analytics
• Relevant legislation and regulations
• Cyber, Data security and Risk Management
• Authentication and Fraud Prevention
• Design of Learning Interventions
• Risk and Compliance Awareness
• Compliance with legislation and Lesaka’s training standards

Key Responsibilities & % Weighting

Developed technical training strategy and value enablement 20%

Key Deliverables | Success Measures

• Develop an agile training strategy and plan to deliver large scale technical training that cuts across different functions.
• Develop a strategic agile learning catalogue aligned to capabilities, core competencies, job profiles as well as the roll out of strategic projects that drive large scale change or projects that cut across more than one function
• Ensure ongoing updating of the learning catalogue to meet the fast-changing customer needs and fintech environment.
• Align training initiatives with capabilities, core competencies, job profiles regulations and legislative requirements, from a fintech, HR, and training perspective
• Design and develop training initiatives in support of day-to-day Merchant Division COO function needs to match the changing needs of the Merchant Journey. (e.g. induction, scenario-based training, pre-emptive training, Just in Time Training, simulation)
• Categorise training (e.g. Induction, Customer Care, technical proficiency, hardware/ software integration, cyber security, regulatory compliance, customer service, digital and operational proficiency, customer service, and soft skills,) to enable ease of designing and delivery of training initiatives segment content by user role
• Ensure availability of stand-by trainers through leveraging existing employee capacity to provide additional ad hoc training to augment training capacity
• Provide evaluation of training initiatives through cost-benefit analysis, performance metrics, and cultural impact, to continuously identify more efficient and effective approaches to training

Success Measures:

• Cost to serve
• Business Impact (faster turnaround times or reduced errors)
• Staff happiness (eNPS score)
• Speed of execution
• Operational efficiency and quality
• Time to productivity
• Productivity metrics
• Absenteeism rate
• Training ROI

Compliance with legislation and Lesaka’s training standards 15%

Key activities | Success measures

• Establish processes, systems and plans required to support training in line with Lesaka’s training standards
• Document training processes, procedures, and guidelines in a quality manual, to ensure training initiatives support the Merchant Division’s capabilities, core competencies, and job profiles
• Ensure training complies with regulations and legislation and are conducted in a flexible manner that supports employee availability and leverages the benefits of the National Qualifications Framework Act (NQF) and the Skills Development Act
• Develop a training calendar supported with training programme scheduling, which provides diverse opportunities such as on the job, virtual, in person as well as impromptu training initiatives in support of the speed and complexity of the business needs

Success Measures:

• Internal service delivery consistency
• Ontime delivery of training
• Centralised and effectively managed cross functional training
• Effective and efficient implementation of large-scale technical training
• Alignment with equity laws
• Training delivered in line with business needs

Stakeholder management and alignment 20%

Key activities | Success measures

• Identify and engage key internal and external stakeholders critical to the successful execution of the training strategy
• Ensure all training initiatives are conducted through collaboration across Merchant Division COO functions and obtain concurrence where appropriate
• Partner across functions to capture and prioritise business requirements for training, ensuring alignment with Field services technical training and customer experience needs
• Collaborate with Regional Operational Facilities to secure sustained and ongoing access to meeting rooms and infrastructure to enable ongoing delivery of training initiatives
• Drive clear communication, expectation alignment, and high-impact collaboration across all stakeholder groups
• Develop a data base of internal and external trainers and suppliers required for implementation of transformation and training initiatives
• Ensure availability of Master Trainers that can train other trainers to maintain adequate levels of trainers

Success Measures:

• Stakeholder satisfaction score
• Employee satisfaction score
• Reduction in unplanned disruptions caused by unprepared employees
• Staff Happiness (eNPS score)
• Change readiness of employees

Training delivery enabled 30%

Key activities | Success measures

• Champion training initiatives that are agile to ensure the Merchant Division remains relevant in a globally competitive business landscape in a manner that supports rapid technological advancements, and personalised omnichannel services required by merchants
• Leverage various strategies to drive training initiatives such as training delivered through technology, virtual and physical workshops, on the job training, meet ups, interaction through pulse, lunch and learn and online self-paced learning
• Guarantee that delivered training and curriculum meets the Merchant Division COO function’s strategy (e.g. product and technology mastery, mandatory compliance and security training, and role specific training) and provides for additional training that competitively positions the Merchant Division as “Africa’s Most Loved Merchant Operating Platform”
• Integrate the latest technology into the training delivery ensuring the Merchant Division employees are leading in use of technology for their personal development and in support of the Merchant

Success Measures:

• Internal service delivery consistency
• Customer satisfaction score
• Employee satisfaction (eNPS score)
• Speed of adoption of new technologies and business rules
• Productivity improvement scores %
• Time to proficiency

People leadership, capability, and team performance 15%

Key activities | Success measures

• Ensure appropriate workforce capacity and capability requirements
• Manage team performance, productivity, a