Learning Facilitator

Bellville, Western Cape

Permanent

Job Details

Closing Date 09 April 2025

Minimum experience

Associate

Company primary industry

Financial Services

Job functional area

Training

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Job Description

Unifi is a fast-growing finance and technology company operating in Zambia, South Africa, Uganda and Kenya. Unifi delivers personal lending products through online, mobile phone and branch channels. The company is well supported by strong shareholders and a board of directors with vast experience in entrepreneurship and lending.

The Learning Facilitator is responsible for designing, delivering, and evaluating training programs for new and existing employees. This role ensures that staff are equipped with the necessary skills, knowledge, and competencies to effectively perform their roles and meet customer service expectations.

Responsibilities:

Design, develop, and implement training programs, focusing on functional, operational, and soft skills training.
Conduct training sessions, including induction, product knowledge, customer service, systems training and navigation, and compliance training.
Assess training needs.
Develop and update training materials, manuals, and e-learning content in line with business objectives.
Facilitate workshops, role-plays, and interactive training sessions to enhance learning experiences.
Monitor and evaluate training effectiveness.
Collaborate with team leaders and managers to identify training gaps and recommend solutions.
Support continuous learning and development initiatives through coaching and refresher training.
Ensure training programs align with regulatory requirements.
Maintain accurate training records, reports, and documentation for audit and compliance purposes.

Requirements:

Bachelor's degree in Human Resources, Education, Business Administration, or a related field (preferred).
Certification in Training & Development and / or Adult Learning is advantageous.
Minimum of 3 years of experience as a trainer or facilitator, preferably in a contact centre environment.
Experience in developing training programs and instructional materials.
Knowledge of customer service principles, call centre operations, and industry best practices.
Strong facilitation and presentation skills.
Excellent communication and interpersonal skills.
Ability to engage and motivate learners.
Proficiency in using learning management systems (LMS) and e-learning tools.
Analytical skills to assess training effectiveness and improve programs.
Adaptability to changing business needs and training methods.
Strong organizational and time management abilities.