Learning And Development Specialist

At Smollan, We’re on an evolutionary journey where we’re shifting our story. We’re looking for truly unique people who believe in fostering a diverse and inclusive environment. Where our people are cared for, happy and inspired in building an extraordinary place to work.

Smollan is looking for an experienced Learning and Development Specialist to join our Client Solutions team. The successful candidate will be responsible for designing and delivering engaging training programmes, facilitating learning sessions, coaching employees, and assessing performance to drive continuous improvement and enhance client satisfaction. The ideal candidate will have strong contact centre training experience, excellent facilitation skills, and the ability to develop effective learning content that supports operational performance and business objectives.

Job Summary:

To train, coach and assess SCS employees. Further, to enable achievement of KPI’s, continued

performance improvement and increased levels of client satisfaction.

Key Responsibilities and Deliverables:

1. Instructional Design & Content Creation

• Design and develop engaging, interactive training materials (e-learning, workshops, and job aids) using adult learning principles.

• Ensure all content is aligned with Smollan Client Solutions' protocols and industry standards.
• Continually update training materials based on feedback and shifts in business requirements or product knowledge.

2. Facilitation & Coaching

• Facilitate training sessions for Field Staff, Contact Centre Sales and Servicing Agents, ensuring a high level of learner engagement.
• Apply principles of effective facilitation in all interactions.
• Investigate and evaluate performance gaps, tailoring coaching interventions to address specific agent needs.
• Provide ongoing feedback to agents and Line Managers regarding development progress.

3. Learning Co-ordination & Administration

• Manage the end-to-end logistics of training, including scheduling, venue booking, and learner communication.
• Maintain accurate training records, registers, and performance reports to ensure compliance and audit readiness.
• Identify training opportunities at the operational level and proactively propose solutions to the People Development team.

4. Evaluation and Improvement

• Continually evaluate and benchmark training and coaching in partnership with People Development team: Identify and track impact metrics

5. Training Best Practice

• Understand Smollan ways of work and identify what is working best in order to leverage successes and identify challenges
• Keep abreast of Smollan ways of work; policies; processes; systems and products

Minimum Qualifications:

Diploma/Degree (NQF Level 5/6) in HR,L&D, Education;

Accredited Facilitator

Minimum Experience:

5 years + in an L&D role with a focus on contact centre environments.

Advantageous: Previous experience within a Financial Services environment.

Technical Skills: Proven experience: Facilitation (3 years +), Instructional Design and digital content creation tools (2 years +). Working knowledge of full People Development Value Chain and Processes

Key Competencies

• Instructional Design & Creativity:
• Ability to translate complex information into simple, digestible learning content.
• Emotional Maturity: Ability to manage group dynamics and individual needs in a high-pressure contact centre environment.
• Communication: Exceptional verbal and written communication skills to deliver training and report on outcomes.
• Analysis & Problem Solving: Ability to identify performance trends and address them through targeted learning.
• Planning & Prioritisation: Strong coordination skills to manage multiple training cohorts simultaneously.
• Service Excellence: Commitment to driving client and customer satisfaction through well-trained, competent staff.