Learning and Development Coordinator

Main Responsibilities 

The role of a Learning & Development Coordinator involves developing and implementing strategies to drive organizational growth and improvement. This includes change management initiatives, developing leadership programs, managing talent, enhancing organizational culture and employee engagement, overseeing learning and development programs, and implementing performance improvement and quality assurance processes. The goal is to align the organization with long-term objectives, promote employee development and engagement, and drive continuous improvement to enhance overall performance and effectiveness.

Strategic Planning:

• Develop and implement an organizational development strategy aligned with the company's long-term objectives.
• Collaborate with executive leadership to identify areas for organizational improvement and growth.
• Conduct comprehensive assessments of current organizational processes, and systems to identify gaps and opportunities.

Change Management:

• Support change management initiatives in organizational transitions, mergers, acquisitions, and restructuring efforts.
• Develop communication plans and strategies to convey changes and foster employee buy-in and engagement effectively.
• Provide guidance and support to leaders and teams throughout the change process to mitigate resistance and promote a culture of adaptability.

Leadership Development:

• Design and facilitate leadership development programs to cultivate a pipeline of effective leaders at all levels of the organization.
• Identify leadership competencies and skills required for success and develop frameworks for leadership assessment and development.
• Mentor and coach leaders to enhance their capabilities and drive performance excellence.

Talent Management

• Partner with HR to develop talent management strategies, including recruitment, retention, and succession planning.
• Implement performance management systems and processes to support continuous feedback, goal setting, and professional development.
• Analyze workforce trends and metrics to inform talent strategies and ensure the organization maintains a competitive edge in attracting and retaining top talent.

Organizational Culture and Employee Engagement:

• Foster a positive organizational culture that reflects the company's values and promotes diversity, equity, and inclusion.
• Implement initiatives to enhance employee engagement, satisfaction, and well-being, including recognition programs, employee surveys, and feedback mechanisms.
• Collaborate with stakeholders to develop strategies for enhancing employee morale, teamwork, and collaboration.

Learning and Development:

• Oversee the design, delivery, and evaluation of learning and development programs that address the needs of employees at all levels.
• Identify emerging trends and best practices in learning and development to enhance organizational capabilities and agility.
• Leverage technology and innovative approaches to deliver scalable and impactful learning solutions.

Performance Improvement:

• Identify opportunities for process improvement and efficiency gains across the organization.
• Facilitate performance improvement initiatives, including process reengineering, workflow optimization, and quality management.
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of organizational development initiatives and drive continuous improvement.

Training and Quality Assurance:

• Develop and implement training programs to ensure employees possess the necessary skills and knowledge to perform their roles effectively.
• Collaborate with subject matter experts to design training curricula and materials that align with organizational goals and regulatory requirements.
• Establish quality assurance processes and metrics to monitor the effectiveness of training programs and identify areas for improvement.

Required Qualifications:

• At least 5 years of work experience in a similar role with a proven success record
• Proficient with Microsoft Office/ Google programs
• Positive attitude
• Excellent interpersonal skills
• Good time-management skills and multitasking skills
• Excellent oral and written communication skills as well as effective management and negotiation skills
• Excellent organizational and administrative skills
• The right candidate must be highly organized, with solid relationship-building skills
• Strong critical thinking and creative problem-solving skills
• Strong analytical skills
• Contact Centre experience is essential