Learning & Development Trainer - Collections

Learning & Development Trainer - Collections

Location: Cape Town – Office based

Department: Retail Finance (Collections)

Employment Type: Full-time

The Opportunity

Amplify 5 is partnering with a UK-based organisation operating within the Retail Finance Operations industry to recruit a Learning & Development Trainer (Collections) for our Cape Town team. Supporting a business that helps consumers and businesses fulfil their ambitions through consumer finance, business finance and savings.

Role Overview

The Trainer is responsible for the design, delivery, facilitation and continuous improvement of training programmes supporting the Secure Trust Bank UK Collections operation. This role ensures all new hires and existing employees develop the knowledge, skills, behaviours and compliance awareness required to deliver exceptional customer outcomes while meeting performance, quality and regulatory standards.

The Trainer will partner closely with Operations, Quality Assurance, Workforce Management and Client stakeholders to identify learning needs, improve operational capability and support business performance through effective learning interventions.

Key Responsibilities

In this role you will design, deliver and facilitate engaging learning programmes that equip employees with the knowledge, skills and behaviours required to perform successfully within a regulated collections environment.

You will deliver new hire induction, product, systems and refresher training, while ensuring all learning interventions align with Secure Trust Bank standards, customer outcomes and business objectives. By adapting your delivery style to suit different learning preferences and operational needs, you will create an engaging and effective learning experience for all employees.

You will develop, maintain and continuously improve learning materials, facilitator guides, learner workbooks, assessments and blended learning content, ensuring all documentation remains current with evolving business processes, policies and regulatory requirements.

Working closely with operational stakeholders, you will support the creation of innovative learning solutions that enhance knowledge retention, capability development and overall learner engagement.

You will also ensure all mandatory compliance and regulatory training is completed and accurately recorded, promoting adherence to FCA regulations, Consumer Duty principles and vulnerable customer frameworks.

Working collaboratively with Operations, Workforce Management, Quality and client stakeholders, you will identify emerging learning needs, support business change initiatives, system implementations and process improvements, while presenting training insights, completion metrics and effectiveness reporting that contributes to continuous operational excellence.

What you’ll bring

To succeed in this role you will be able to demonstrate

• 2 – 3 years Strong experience within a Training, Learning & Development or Facilitation environment.
• Proven experience delivering training within a Contact Centre, BPO, Customer Service or Collections environment.
• Strong experience facilitating engaging classroom, virtual and on-the-job training programmes.
• Experience designing and developing training materials, facilitator guides, learner workbooks and assessments.
• Proven experience coaching, mentoring and developing employees to improve performance and capability.
• Strong knowledge of adult learning principles, learning methodologies and facilitation techniques.
• Experience delivering new hire induction, systems, product, compliance and refresher training programmes.
• Experience conducting training needs analyses, learner assessments and evaluating training effectiveness.
• Experience working with Learning Management Systems (LMS) and maintaining training records and reporting.
• Experience partnering with operational stakeholders to identify learning needs and deliver training aligned to business objectives. Top of Form
• Facilitator, Assessor or Moderator certification.
• Learning & Development or Training-related qualification.

Advantages experience & Qualifications

• Experience within Financial Services, Banking, Lending, Credit or Collections environments.
• ODETDP (Occupationally Directed Education, Training and Development Practices) qualification
• Diploma or Degree in Human Resources, Learning & Development, Education, Psychology or related discipline. (Advantageous)

Skills & Behaviours

Successful candidates will be able to demonstrate

• Strong facilitation, presentation and learner engagement skills across classroom, virtual and on-the-job training environments.
• comfortable designing, developing and delivering engaging learning content using instructional design principles and a variety of learning methodologies.
• High proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint and Microsoft Teams.
• Technical agility with experience using Learning Management Systems (LMS), digital authoring tools, Canva, AI-powered learning tools and analytics dashboards.
• Strong planning, organisational and stakeholder management skills, with the ability to manage multiple training initiatives simultaneously.
• A proactive and adaptable mindset, demonstrating resilience, high attention to detail, coaching capability and a commitment to continuous improvement.

What You’ll Receive

• Competitive salary
• Opportunity to work with a UK-based client operating in the global retail finance sector
• Exposure to international business operations and complex L&D methodologies
• Supportive team environment within Amplify 5
• Opportunities for professional development and career growth

How to Apply

If you're passionate about developing people, delivering engaging learning experiences and helping teams achieve exceptional customer outcomes, we'd love to hear from you.

Submit your CV to the Amplify 5 recruitment team

Mina Tyhaliti

Mina.tyhaliti@amplify5.co.uk