Learning Facilitator – Metropolitan Client Services & Operations

• Relevant B Degree or Diploma
• ODETDP or similar qualification / unit standard competency (Facilitation and Design/Development of learning material)
• Minimum 3 years’ facilitation experience
• Instructional design experience (advantageous)
• Experience in designing and delivering operational or service-focused learning solutions
• Solid business acumen
• Highly proficient in MS Office; advanced in report writing and data analysis
• Able to work independently and manage competing priorities
• Strong problem-solving, risk identification, and solutioning skills
• Able to work under pressure and meet deadlines
• Experience in a service environment (advantageous)

• Engage with stakeholders to analyse and understand learning needs
• Design and develop engaging learning content as per needs identified by client and stakeholders, particularly for ‘just in time’ learning interventions
• Create systems and process learning through video simulations or ‘how to’ guides
• Create and deploy assessments which track learning performance through using the principles of the Kirkpatrick model
• Ensure the standards and quality of all learning meet the departmental quality standards
• Ensure alignment of content with materials created by the learning delivery team in terms of models, content, and visual identity
• Proactively identify opportunities to adapt or reuse existing content to avoid duplication and improve efficiency
• Create assessments as needed to evaluate knowledge transfer and performance improvement

• Plan and schedule learning interventions ensuring the delivery is meets “just in time” learning needs and/or is scheduled learning which does not interrupt the operations of the department
• Facilitate learning interventions such as solutions and systems training, soft skills, refresher training and just-in-time learning as required
• Ensure the execution of learning events is aligned to learning plans, objectives and standards to drive a consistent learning experience
• Ensure learning delivery aligns to plans, objectives and quality standards
• Ensure the quality, standards, and consistency of all interventions reflect the organisation’s service ethos
• Independently manage end-to-end execution of allocated learning programmes, including logistics, stakeholder engagement, and reporting
• Identify existing and emerging risks and take initiative-taking steps with stakeholders to mitigate them
• Engage and align regularly with other L&D colleagues (Instructional Designers, Compliance, Skills Development, Group L&D) to ensure end-to-end support

• Attend stakeholder meetings as required to stay attuned to operational context
• Build and maintain relationships with clients, internal and external stakeholders
• Identify opportunities to enhance learning effectiveness and operational efficiency
• Function as a trusted learning adviser for Service & Operations teams, recommending appropriate interventions and improvements
• Contribute to a culture that promotes feedback, continuous improvement and exceptional service
• Monitor turnaround times and service quality standards, resolving issues speedily
• Manage and resolve learning-related queries; analyse query trends to inform improvements
• Management and maintenance of internal training facilities where required
• Manage vendor relationships (e.g. venues, caterers), ensuring service levels are met and procurement processes are followed

• Gather and analyse learning data to produce insight-driven reports
• Identify trends to inform learning agenda, drive improvement, and support performance
• Measure learning impact using all four levels of the Kirkpatrick ROI model
• Track and manage learning expenses and other allocated resources responsibly
• Provide regular feedback to the L&D team to ensure a continual feedback loop is created

• Business Acumen
• Client Commitment
• Drive for Results
• Leads Change and Innovation
• Collaboration
• Impact and influence
• Self-awarness and Insight
• Diversity and Inclusiveness

Momentum Group