Learning and Development Officer

Reports To: Human Resources Manager

Location: Harare

Job Type: Full-time

Position Overview

The Learning and Development Officer is responsible for the design, delivery, and coordination of training programmes across the Invarium group, with a primary focus on BPO operations and frontline customer service training. The role also contributes to shaping the broader staff training and upskilling strategy for the group, working closely with the HR & Administration Manager to align learning initiatives with business needs across Invarium Business Solutions, Invarium Insurance, and Invarium Financial Services.

KEY RESPONSIBILITIES

• Assist in designing, developing, and delivering training programmes for staff across the Invarium group, with emphasis on BPO operations and compliance with Zimbabwean regulation and global best practice for regulated entities, including induction, product/process training, soft skills, and customer service standards.

• Assist in conducting training needs analyses across operational teams and escalate group-wide upskilling gaps to the HR & Administration Manager.

• Assist in contributing to the development of the group's staff training and upskilling strategy, providing input on priorities, delivery methods, and resourcing.

• Assist in the development and maintenance of training materials, manuals, and assessment tools.

• Assist in facilitating onboarding training for new hires in coordination with the HR team and operational supervisors.

• Assist in monitoring and evaluating training effectiveness through assessments, feedback, and performance data, recommending improvements where required.

• Assist in maintaining accurate training records, attendance registers, and certification logs for audit and compliance purposes.

• Assist in coordinating with external trainers, facilitators, or training vendors where specialist input is required.

• Support the rollout of group-wide learning initiatives (e.g. compliance training, leadership development).

• Maintain periodic reports on training activity, coverage, and outcomes for the HR & Administration Manager.

• Maintain a research library on global training best practices and assist

QUALIFICATIONS

• Degree in Human Resources Management, Education, Training and Development, or a related field.

• A facilitation, instructional design, or Training of Trainers (TOT) certification is an added advantage.

EXPERIENCE

• A minimum of 3 years' experience in a learning and development or training role with demonstrable experience in .

• Experience within a financial services company, educational institution, outsourcing environment is strongly preferred.

SKILLS AND COMPETENCIES

• Analytical ability to assess training needs and measure training impact.

• Strong facilitation and presentation skills, with the ability to engage diverse audiences.

• Sound understanding of adult learning principles and instructional design methods.

• Excellent written and verbal communication skills.

• Strong organisational skills with the ability to manage multiple training schedules concurrently.

• Collaborative approach, with the ability to work across teams and contribute to group-level strategic discussions.