Head of Learning & Development

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Job Description:

Key Responsibilities

• Strategic Leadership & Alignment
• Develop and execute L&D strategy aligned with business goals operational needs and client requirements.
• Lead cross-functional teams to deliver innovative learning solutions and foster a culture of continuous improvement.
• Represent L&D in executive forums and contribute to business transformation initiatives.
• Champion an inclusive workplace where all team members feel valued.

Needs Assessment

• Conduct Training Needs Analyses (TNA) for various roles to identify skill gaps leveraging performance data.
• Link learning initiatives to business performance and client KPIs.

Program Design & Delivery

• Oversee the creation and delivery of learning programs (leadership technical soft skills onboarding) using blended learning approaches (e-learning workshops).
• Ensure programs are scalable and accessible for high-volume populations.
• Drive rapid development of training for new systems processes or client requirements.
• Stakeholder Management
• Partner with Operations HR and Senior Leaders to ensure L&D supports performance client SLAs and talent management.
• Foster strong relationships with internal and external stakeholders including SETA and other regulatory bodies.

Digital & Innovation

• Drive adoption of digital learning tools and emerging technologies for scalable accessible training.
• Lead implementation of digital and AI-driven enhancements to learning delivery.

Compliance & Reporting

• Manage L&D budgets and track key metrics (ROI completion rates).
• Ensure adherence to local skills development acts (e.g. WSP/ATR Services SETA requirements).
• Prepare and submit compliance reports as required.

Team Leadership

• Manage coach and develop the L&D team to build high-performing professionals.
• Oversee talent management succession planning and leadership development within the L&D function.

Key Deliverables

• Learning Strategy: Implementation of L&D strategy aligned to business and client needs; measurable impact on KPIs.
• Program Delivery: Successful rollout of onboarding upskilling and leadership programs; high completion rates.
• Compliance: Full compliance with SETA and skills development legislation; timely submission of WSP/ATR.
• Stakeholder Satisfaction: Positive feedback from Operations HR and external partners; achievement of client SLAs.
• Digital Transformation: Adoption of digital learning platforms; delivery of innovative scalable training solutions.
• Team Performance: High engagement and retention rates within the L&D team; achievement of development goals.

Academic Qualifications

• Matric qualification
• Bachelors degree in human resources Education Business Administration or related field
• Postgraduate qualification in Learning & Development or similar (preferred)

Experience

• Minimum 5 years senior leadership experience in Learning & Development or a related field
• Proven track record in designing and delivering learning programs at scale
• Experience managing budgets and compliance with South African skills development legislation (Services SETA)

Knowledge Skills & Abilities

• Strong understanding of learning theories instructional design and adult learning principles
• Expertise in stakeholder engagement project management and budget management
• In-depth knowledge of South African skills development legislation and SETA requirements

• Ability to foster an inclusive high-performance learning culture
• Effective multi-channel communication and relationship-building skills
• Strategic planning and digital transformation expertise

Working Relationships

• Internal: Operations HR Senior Leadership Finance IT and other business lines
• External: SETA training providers clients and regulatory bodies

Working Model

• Primarily office-based with some domestic and international travel required

About us:

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

Were here to help get you to your future whether its to gain worldclass customer service experience or grow with our variety of skills and experiences we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary theres no better place to be.

Our services span multiple sectors locations and businesses from retail industry healthcare government education to employment working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities amenities and multi-faceted transport options. The on-site benefits include a gym a doctor and clinic a creche multiple restaurants and food stores a pharmacy a hairdresser and a spa.

Whats in it for you

• Competitive Basic salary

• Medical Aid

• Provident fund Group life funeral and disability benefit

• Annual Performance Incentive: We offer an annual performance incentive based on target % rewarding our employees for their hard work and dedication.

• Global Colleague Networks: We provide opportunities for participation in global colleague networks fostering a sense of community and collaboration.

• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.

• Annual Leave: We provide annual leave days more than statutory requirements ensuring our employees have ample time to rest and rejuvenate.

• International Exposure: We provide opportunities for international exposure broadening our employees horizons and experiences.

• Development and Growth: We offer numerous opportunities for development and growth helping our employees to reach their full potential.

What we hope youll do next

Choose Apply now to fill out our short application so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next

• Your application will be reviewed.

• If your application is successful you will be invited to an interview with a member of the recruitment team.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

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