JOB PURPOSE

To develop and deliver training and workshop activities that meet the needs of the Company within its Customer Service and Experience framework and systems, and the objectives of the overall program/course objectives. Additionally, regularly review the training activities and workshops/courses practices and outcomes to maximize participation, satisfaction and success, aligning this with Operational results specifically focusing on Customer interaction, service and loyalty.

MAIN ACCOUNTABILITIES AND APPROXIMATE TIME SPLIT

• Engage with relevant stakeholders and / or systems (Operations, HR, Learning Zone Ambassador/Yum Training etc.) and establish training needs and requirements by:
  • Setting-up and facilitating needs analysis process/es to establish needs and requirements
    • Gathering and validating intelligence on and related to customer needs
    • Interpretation of results and information
  • Aligning outcomes/action plans/strategies to Company training strategy/goals and direction and facilitating feedback processes to ensure buy-in agreement by relevant stakeholders
  • Assist with and reporting on the results/outcomes of action plans/strategies from a Training perspective to track and monitor success, improvement or decline.
• Accountable for the defining of and design and development of Company/In house training courses/curriculums where required with specific reference to field of expertise:
• Customer Service / Experience – any training related to customer service or customer interface training for all levels/areas within the Company
• Integrating and aligning Yum/Learning Zone “Continuums” with Company/In house specific training curriculums
• Aligning and sequencing assessment and moderation processes to ensure quality assessment and “sign-off” and Portfolio of Evidence is available for training completed
• Ensuring that courses/workshops etc. falls within broader Yum prescribed “Learning Continuum” and Learning Zone parameters by:
• Review of course content for updates/amendments to Yum Learning Zone content or Company/In-house content and updating of all impacted/affected courses, workshops and curriculum/s
• Managing first level sign-off (proof read, lay-out, content composition)
• Obtaining approval from Training Manager
• Facilitating approval and sign-off by stakeholders
• Drafting, obtaining approval of and communicating proper “project plan/process” to stakeholders
• Managing/monitoring execution of the plan/process
• Providing feedback to stakeholders on progress and status
• Managing and correcting deviations from plan/process
• Providing Instructional Designer with required content, workflows, schematics and related course material to enable the effective design of course material and Portfolio of Evidence
• Vetting and facilitating course material and version/s for final sign-off and implementation by:
• Managing roll-out, implementation or version updates by:

• Prepare materials and training rooms/venues for training or workshop activities
• Facilitate courses, workshops and training events as required per curriculum sequence and according to quarterly/ yearly training planner utilizing specified training method (lectures, discussions, group activities etc.)
• Managing and facilitating training and upskilling of all new  and current “In-Store Trainers” specific to area of expertise:
  • Customer Service – any training related to customer service or customer interface/experience training
• Manage and facilitate all assessment and or moderation processes as required per course or workshop design by:
• Verifying/validating pre-requisites/eligibility of candidates prior to assessment/moderation
• Setting up assessment venue or process by laying out equipment or materials required (Classroom assessment, DC sign-off etc.)
• Closely following and enforcing assessment/moderation procedures and regulation
• Marking and grading assessments in accordance with model answer or required outcomes/practical observations/marking sheets
• Recording grades and informing parties of outcomes/grades
• Completing re-direction process where required
• Assist with the annual Work Place Skill plan and reporting
• Validate consistency and validity of assessment practices and processes
• Ensure reliability of assessment methodology (outcomes matches course/workshop training objectives and assessment method is aligned to desired outcomes)
• Raise any deviations re validity and consistency with Training Manager with corrective steps and measures to re-align
• Raise misuse of or misconduct by Assessors/In-store trainers and or operationally “seconded” assessors related to training and or assessment methodology with Training Manager
• Identify training execution or delivery “gaps” by relevant training facilitators and suggest and agree with Training Manager and relevant stakeholders on corrective steps or action plans
• Review and monitor training outcomes (results obtained by employees assessed and moderation done on training completed) to:
• Provide reporting on training delivered, assessment and moderation outcomes/results as and when required and as prescribed by agreed formats, templates and methods to relevant role players
• Interpreting, validating and aligning training results and outcome indicators against operational results and outcome indicators, to assess, report on and ensure continuous improvement.

FORMAL LEARNING REQUIRED

NQF Level:

Qualifications Required (Essential)

• Post Grade 12 qualification related to Training facilitation, design or adult education
• Any qualification  in the field of Customer Service or Customer Experience, or related fields

EXPERIENCE REQUIRED

Essential

• 3-5 Years Training facilitation and design/development experience
• 3-5 Years working experience within the Hospitality or Retail industry

Preffered

• 3-5 Years training facilitation and design/development experience within the Quick service/Franchisee environment

KNOWLEDGE AND SKILLS REQUIRED

Essential

Deciding and Initiating Action                                          Level: Advanced

Working with People                                                       Level: Advanced

Presenting and Communicating Information                         Level: Advanced

Applying Expertise and Technology                                     Level: Advanced

Analyzing                                                                        Level: Advanced

Learning and Researching                                                  Level: Advanced

Creating and Innovating                                                    Level: Advanced

Delivering results and meeting customer expectations             Level: Advanced

Adapting and Responding                                                  Level: Advanced

Preffered

Planning and organizing

Persuading and Influencing

Language Requirements

• English

Drivers License Required

• Code/Type 08

To Apply follow the link:

https://www.pnet.co.za/5/index.cfm?event=ApplyNowV2.click&offer...