L&D Operations Manager

SUMMARY:
L&D Operations Manager

POSITION INFO:

The L&D Operations Manager will be responsible for overseeing the smooth day-to-day operations of a training academy, ensuring that all systems and processes are efficient, scalable, and aligned with the company’s strategic objectives. The role includes managing operational staff, optimizing workflows, coordinating training schedules, and ensuring the delivery of high-quality training services to clients.

Key Responsibilities:

Operational Efficiency & Process Improvement

• Oversee and streamline all operational processes related to course scheduling, training delivery, and customer service.
• Continuously assess and improve internal workflows to enhance efficiency and scalability.
• Implement systems and tools to automate and improve the delivery of training programs.
• Collaborate with other departments (e.g., sales, marketing, and finance) to ensure alignment of operations with business objectives.

Team Management

• Lead, mentor, and manage a team of operations staff including scheduling coordinators, facilitators, admin assistants, and support personnel.
• Ensure team performance through regular feedback, training, and performance management.
• Coordinate with instructors and facilitators to ensure the timely delivery of courses.

Training Coordination

• Oversee the scheduling of training programs, ensuring that resources (trainers, facilities, materials) are available and allocated efficiently.
• Maintain and manage relationships with external trainers and third-party suppliers.
• Ensure that training programs meet the company’s quality standards and client expectations.
• Manage the delivery of both in-person and virtual training courses, ensuring a seamless experience for learners.

Budgeting & Financial Oversight

• Work with the finance team to create and manage the operational budget.
• Monitor operational costs and seek cost-saving opportunities without compromising on quality.
• Track key operational metrics and prepare reports for senior management.

Customer Service & Satisfaction

• Ensure that customer feedback is collected, analysed, and used to improve the training experience.
• Address client issues or concerns related to training delivery promptly and effectively.
• Work closely with the sales and client relationship teams to manage customer expectations and deliver excellent service.

Compliance & Risk Management

• Ensure that all operations comply with industry regulations, data privacy laws, and health and safety standards.
• Oversee risk management processes related to operational activities, including venue safety, instructor liability, and training material accuracy.

Technology & Systems

• Ensure the company’s learning management system (LMS) and other operational tools are optimized for performance.
• Stay updated on the latest technology trends in training and education that can enhance operational efficiency.
• Implement and manage software tools for scheduling, communication, and reporting.
• Manage the skills-based system, as well as alignment with the Skills Development Act.
• Ensures learning programs align with SAQA unit requirements, skills programs, and QCTO certifications.
• Coordinate creation of learning manuals and assessment tools.
• Assist to compile monthly, quarterly, and annual training data for the Workplace Skills Plan and Implementation Reports (WSPIR).

Key Skills & Competencies

• Leadership & Management: Ability to lead teams, delegate tasks, and foster a collaborative working environment.
• Operational Expertise: Strong understanding of business operations, ideally in a training or educational environment.
• Communication Skills: Excellent verbal and written communication skills; able to communicate effectively with both internal teams and clients.
• Problem Solving: Strong analytical and problem-solving skills; able to resolve issues efficiently.
• Technology Savvy: Familiar with Learning Management Systems (LMS) and other relevant software (e.g., CRM, ERP).
• Customer-Oriented: Ability to ensure high levels of customer satisfaction through operational excellence.
• Attention to Detail: Meticulous attention to detail and a commitment to delivering high-quality service.

Qualifications and Experience

• Bachelor’s degree in Business Management, Operations, or a related field.
• 5+ years of experience in operations management, preferably in a training or education environment.
• 3 years in a training, learning & development / education context
• 2 years managerial experience
• Proven track record of improving operational processes and driving efficiency
• Experience with project management tools and methodologies
• Experience in both virtual and face-to-face training environments
• Knowledge of implementation of transformational legislation and policies such as Skills Development Act and Levies Act, SAQA act
• QCTO / SETA Processes and procedures
• Business writing skills (including report writing, drafting presentations and articles for publishing)
• Learning design and development experience
• Be very knowledgeable of QCTO processes and requirements
• SETA experience an added advantage
• Certification in project management (e.g., PMP, Prince2) is advantageous

EE Disclaimer: All positions will be filled in accordance with the company''s Employment Equity plan. We encourage people with disabilities to apply.

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