Reporting to: Senior Manager – Learning & Development

 

Objectives/Purpose of the Job

The Learning & Development Manager, is responsible for implementing learning and development roadmaps to bridge learning gaps for employees in Broadband Service and Delivering Assurance (BSDA) department in Consumer Operations, thereby facilitating the achievement of strategic outcomes and goals. Reporting to the Senior Manager, the Manager will partner with internal clients to proactively identify, develop, and implement training interventions that support learning and organization development. The scope of work will include the management of organization-wide programs, budgets, course administration, and assessment processes.

 

Key Roles & Responsibilities

Identify, implement, measure and review learning initiatives and ensure alignment with key requirements from the business plan, strategy and employee development plans.

Conduct learning and development needs analysis for BSDA.

Formulate overall training plan and drive implementation across BSDA. This includes negotiating and working in conjunction with stake holders to prioritize requirements against resource constraints.

Work closely with all stakeholders in BSDA and outsourced partners to ensure human resources are trained timely and competently to support new product, services and system launches.

Continuously assess training programmes to ensure their effectiveness.

Oversee the design and development of employee development curriculum, training programs and courses.

Continuously review and audit the training curriculum and certification of outsourced technicians to ensure they are up to target standards set.

Conduct leadership programmes to enhance the competencies of our future leaders within Customer Care.

Provide leadership to a team of trainers with clear achievable goals.

Motivate and inspire team members with regular feedback on performance and development areas.

 

Ideal Candidate

Field Operations Management background

3 years in training and developement

Passionate on imparting knowledge