Learning & Development Manager
About the Role
We are seeking an experienced and driven Learning & Development Manager to lead the design, delivery, and continuous improvement of training programmes within a dynamic, high-performance BPO environment.
This role will be responsible for developing impactful learning solutions across product, process, systems, and skills training, while leading a team to deliver high-quality training interventions across the business.
You will play a key role in ensuring employees are equipped with the knowledge, skills, and cultural alignment needed to meet client expectations and drive operational success.
Key Responsibilities- Design, implement, and continuously improve the Learning & Development strategy
- Develop and deliver blended learning solutions (face-to-face, virtual, e-learning, coaching, and on-the-job training)
- Lead and manage a team of facilitators, ensuring high standards of delivery and consistency
- Conduct Training Needs Analysis (TNA) to identify skills gaps and align training to business and client requirements
- Oversee onboarding and ongoing (“in-life”) training programmes
- Maintain and manage learning content within the Learning Management System (LMS)
- Track training participation, performance, and effectiveness using data-driven insights
- Produce and present weekly and monthly reports on training performance and impact
- Partner with stakeholders across operations and clients to align training outcomes with business needs
- Drive continuous improvement through feedback, coaching, and best practices
Minimum Requirements
Qualifications:
- Matric (essential)
- Relevant Bachelor’s degree (highly advantageous)
- Skills Development Facilitator and/or Assessor qualification (preferred)
Experience:
- Minimum 5 years’ experience in Learning & Development within a structured environment
- At least 2 years’ experience managing or leading L&D teams
- Experience designing training solutions aligned to operational or client requirements
- BPO or high-volume environment experience
- Experience working with LMS platforms and e-learning tools
- Strong instructional design and facilitation capability
- Excellent communication and stakeholder engagement skills
- Strong planning, organisational, and reporting ability
- Analytical mindset with the ability to measure training effectiveness
- Ability to influence and collaborate across multiple teams
- Passion for people development and talent growth
- Resilient, adaptable, and solutions-oriented
- High attention to detail and quality standards
- Ability to work in a fast-paced, evolving environment
Working Hours
Due to the nature of supporting international clients (UK, USA, Australia) as well as local operations, this role requires a flexible approach to working hours, including the ability to align with varying campaign schedules when required.
Why Join?- Opportunity to shape and lead a high-impact Learning & Development function
- Work within a fast-paced, global-facing environment
- Play a key role in developing talent and driving business performance
Apply now if you’re passionate about developing people, driving performance, and making a measurable impact through learning.