Role Purpose The DComm Ops Project Senior Specialist is responsible for enabling the training function for Sixty60 stores across all brands. This includes assessing training needs, developing and implementing strategic training plans, and ensuring effective delivery of training programs. The role collaborates closely with Sixty60 trainers and the Shoprite Group Learning & Development team to create and maintain engaging eLearning content. Additionally, the specialist supports the Business Readiness function to ensure successful rollout of new stores. Role Description Training Needs Assessment + Gather data through surveys, interviews, focus groups, and performance evaluations to identify training needs. + Analyse results to diagnose skills gaps and explore training opportunities that align with business objectives, demonstrating strong analytical thinking. Training Plan Development + Develop training plans that include clear, measurable objectives aligned with Sixty60 goals, incorporating principles of instructional design. + Schedule sessions and allocate resources through effective ops planning to optimize training delivery and meet operational needs. Training Program Implementation + Oversee the implementation of training programs, ensuring high-quality delivery, participant engagement, and the integration of creativity and innovation in training methods. + Collaborate with Sixty60 trainers to maintain, improve, and monitor the relevance and effectiveness of training content while fostering strong relationships across teams. Content Creation and Management + Partner with Sixty60 trainers and Shoprite Learning & Development to research, create, review, and update training materials and eLearning modules utilizing instructional design principles. + Ensure that all content aligns with Sixty60 standards and Shoprite Group guidelines, while also driving creativity and innovation in material development. Engagement with Learning & Development + Act as a liaison with the Shoprite Group Learning & Development team to improve curriculum design and deepen relationship-building initiatives. + Collaborate on the development and maintenance of Sixty60 eLearning courses to ensure alignment with best practices. Monitoring and Evaluation + Establish metrics to monitor and evaluate training effectiveness and post-training performance, employing analytical skills to interpret data effectively. + Gather and analyze feedback to troubleshoot issues, resolve challenges, and refine training programs, fostering an environment of continuous improvement. Reporting + Prepare regular reports to investigate training activities, progress, and outcomes, utilizing analytical thinking to provide insights. + Track training budgets and recommend cost-effective solutions to maintain financial efficiency, ensuring alignment with business goals. Team Development + Mentor and motivate Sixty60 trainers to support their professional development while demonstrating leadership and mentoring skills. + Foster a culture of continuous learning and improvement within the team, encouraging creativity and collaboration. Support Business Readiness + Assist the Dcomm Ops Lead in diagnosing and implementing business readiness strategies for new store rollouts across all brands, leveraging relationship-building and ops planning skills. Qualifications and Experience + Degree or Diploma in Business, Marketing, Consumer Science, Human Resources or a related field - (essential). + +3 years' experience in a similar capacity or role, with demonstrable experience driving and implementing best-practice quality assurance processes in a customer fulfilment / contact centre environment working closely with customer journeys, operational processes and continuous improvement – (essential). + Experience in an DComm environment – (desired). + Strong understanding related business and communication tools – (essential). + Proficiency in MS Office 365 with strong Excel skills and reporting capability – (essential) Key competencies and work ethic + Strong quality focus – Applies sound knowledge of the principles, methods and tools of quality assurance used to ensure that a project, process, or system fulfils business requirements and standards. + Strong customer-first thinking – Understands customers and how best to serve them; committed to providing high-quality customer service and ensuring customer needs and expectations are met. + Planning and organising - Organised with a strong attention to detail and drive for operational execution and efficiency. Excellent time management skills along with the ability to multitask and execute several priorities. + Problem-solving skills – Able to troubleshoot process or customer related issues and concerns. Rapidly identifies process inefficiencies and proactively resolves quality, performance, or delivery concerns. + Communication, writing and reporting skills – Communicates effectively with diverse personalities while able to convey information and data and produce standard written documents clearly, accurately, and succinctly in a meaningful way. + Collaborative partnering – Good interpersonal skills, able to build sound relationships both internally and externally. Manages conflict well, balancing interpersonal needs with achieving quality objectives. + Able to work under pressure and adapt to changing priorities. Thrives in a high-volume environment, managing multiple demands while remaining focused on delivering quality and customer standards. + Coaching and mentoring skills – Helps others learn through formal and informal methods; identifies training needs; provides constructive feedback; coaches others on how to perform tasks; acts as a mentor. Our Group and all its operating companies is committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included. We are committed to Employment Equity when recruiting internally and externally. Please take note that by responding to this application and providing your personal information, you confirm your express and informed consent for Shoprite Checkers (Pty) Ltd and all its subsidiaries and affiliates companies to process your personal information for the Company to consider your application for this position. All Personal Information which you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period. If you don't hear from us within 14 days, please consider your application unsuccessful. Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation.