Supervisor - Training.Customer Operations

To drive employee capability, knowledge excellence, and performance through effective training and development programs that enable the delivery of superior customer experiences, operational efficiency, and sustainable business growth.

Main Job Functions:

Learning & Capability Development

• Design, deliver and evaluate training programs that build employee skills, knowledge and performance
• Develop evaluation criteria and measurement tools to assess training effectiveness and return on investment

Training Strategy and Planning

• Develop and implement training strategies and plans that support business objectives

Knowledge Management

• Drive knowledge capture, retention, sharing, and regular knowledge validation to enhance employee competence, operational excellence, and customer experience

Training Operations and Service Delivery

• Drive knowledge capture, retention, sharing, and regular knowledge validation to enhance employee competence, operational excellence, and customer experience

Leadership & People Management

• Lead, coach, mentor, and develop the training team while driving performance and accountability
• Coach, counsel and mentor training staff

Information Management & Reporting

• Maintain training records, track learning outcomes, measure performance against targets, and provide management reports and insights to support decision-making

Budget & Resource Management

• Prepare, manage, and monitor the departmental training budget in line with organizational planning and budgeting processes
• Ensure cost-effective delivery of learning and development programs

Stakeholder Coordination

• Liaise with other functional/departmental managers to understand all necessary aspects and needs of staff training and development
• Ensure staff maintain up-to-date awareness of MTN’s products and services by regularly assessing their knowledge and devising strategies to plug gaps
• Support customer management activities such as regional customer forums and customer service week

Education

• Minimum of bachelor’s degree in human resources, Social Sciences or related course
• Relevant certification/accreditation/membership with professional body (for Engineers will be added advantage)

Work Experience

• 3 years’ experience in a relevant field
• Experience in the use of computers and available software programs that facilitate knowledge management and sharing
• Familiarity with web technology and how it can be leveraged as a communication/business tool
• Experience in knowledge management concepts, principles and practices

Physical Requirements

• The Training Supervisor is based in an office and may be required to travel between company sites or to offsite venues
• Requires ability to drive a manual transmission vehicle and valid driver’s license

Skills/Competencies

• Results orientation
• Promotes learning and teamwork
• Committed to making a difference
• Credibility
• Building collaborative relationships
• Engaged management
• Developing & empowering
• Influencing, Leadership
• Sound judgment
• Strategic planning
• Risk-taking, Innovation