Job Title

Training Process and Quality Assurance

Western Cape
Back to jobs
Market Related
Sector: Financial Services
Posted: 12 January 2024

Job Details

REPORTING RELATION

Team Leader

PURPOSE OF JOB

Structure programs to address and cater for the training and development needs of individuals.

KEY RELATIONS

Internal employees

QUALIFICATION AND EXPERIENCE

Relevant training qualification: Train the Trainer course and presentation courses

B Com degree

EXPERIENCE

Min 3 years experience in investment and planning environment and LISP Experience

COMPUTER COMPETENCY REQUIREMENTS

Microsoft packages

 

COMPETENCIES

  • Good administration skills
  • Numeric ability
  • Time management
  • Process adherence and co-ordination

 

KNOWLEDGE

  • Knowledge of financial services industry and products within a LISP environment

 

PERSONAL CHARACTERISTICS

  • Good people skills
  • Client serving nature
  • Emotionally intelligent

 

 

 


KPA/ STRATEGIC BUSINESS DELIVERABLES

Knowledge management

  • Together with the analyst team, to develop and maintain a searchable store of business rules and process documentation.
  • Create digital training videos and searchable content to create efficiencies in the upskilling of the operational teams.

 

 

Training  

·        Assist the team leads with assessing the training and development needs of operational teams’ employees and develop structured training programs to address these.

·        Monitor /QA cases/work items to assess where any training or upskilling is necessary.

 

 

Process analysis and re-engineering

·        Work with analyst team on process analysis and improvement initiatives (these will be set in the quarterly/bi-annual KPI’s for prioritised ‘project’ drives

·        Feedback to the analyst /IT team re suggested changes to systems or processes from users/your observations to improve the user experience and/or efficiencies.

 

 

 

Change Management

·        Assist management/analyst team to roll-out changes to system and processes to the operational teams (these changes could be due to regulatory changes or process re-engineering / efficiency changes)

·        Work with the business to help support adoption new processes (this will be set as part of projects/initiatives in your quarterly KPAs’.)

 

Quality Assurance

  • Run a sample monitoring programme, on a risk basis – eg those cases handled by a staff member that may be new to a process/product or a change in process/regulations.  Provide feedback on the results to operations management.
  • Use the results of this QA programme to feed back into the training plan and process documents.

 

 

Operational Risk mitigation

·        Operational Risk mitigation