Training & Development Specialist

Role overview

This Kampala-based position is focused on building and running a practical learning function that strengthens performance across sales, contact centre, and collections teams. The role combines learning design, classroom and field delivery, coaching, measurement, and overall training administration.

Training design and content development

• Carry out training needs analysis across sales, contact centre, and collections teams in partnership with department leaders.
• Create useful, engaging learning assets such as manuals, facilitator notes, job aids, scripts, digital learning content, and assessments.
• Develop an onboarding journey that helps new sales agents and call centre employees reach productivity within their first 30 days.
• Build tailored learning paths for field sales agents, team leaders and supervisors, and call centre staff handling customer care, partner support, and debt collections.
• Adapt materials so they reflect the Ugandan market and use Luganda where it adds value and clarity.
• Review and refresh content regularly to stay aligned with product updates, process changes, compliance demands, and market shifts.

Training delivery

• Facilitate face-to-face training at the Kampala office and during visits to regional field teams around the country.
• Run induction sessions for all new employees across the business.
• Deliver refresher and skills-building sessions for existing staff based on performance trends and operational needs.
• Adjust facilitation style to suit different audiences such as frontline agents, team leaders, and partner personnel.
• Use a mix of learning methods, including classroom sessions, on-the-job coaching, peer support, and role-play, to improve retention and practical application.

Coaching and performance support

• Provide one-on-one and group coaching for sales agents and team leaders in both office and field settings.
• Observe customer interactions through field accompaniment and call monitoring, then give immediate, practical feedback.
• Work with team leaders to strengthen their coaching skills so learning continues inside their teams.
• Support collections staff with communication approaches, empathy-led recovery techniques, and responsible collections compliance.
• Spot high-potential agents and recommend them for faster development opportunities.

Learning measurement and reporting

• Track key learning indicators such as assessment pass rates, new-hire time to productivity, post-training performance gains, and knowledge retention.
• Prepare monthly training updates for HR and Operations leadership.
• Use sales results and quality assurance findings to prioritise the most important training actions.
• Run post-training reviews and incorporate feedback to improve future programmes.

Training function setup and administration

• Create the training function from the ground up, including systems, templates, schedules, registers, and documentation standards.
• Keep a training calendar aligned to business cycles, product launches, and onboarding waves.
• Identify, assess, and coordinate external training providers or resources when required.
• Manage the training budget carefully to deliver strong results while controlling costs.

Requirements

Essential

• A bachelor’s degree in Education, Human Resource Management, Business Administration, Psychology, or a related discipline.
• At least 4 years of experience in training, learning and development, or coaching.
• Direct experience training sales teams, preferably in financial services, telecoms, mobile money, or FMCG.
• Capability to design and deliver programmes independently, even without an established team or training setup.
• Background in fast-paced environments with high staff turnover.
• Readiness to travel frequently throughout Uganda, including overnight stays outside Kampala.
• Fluency in English and Luganda, both spoken and written.
• Strong public speaking, facilitation, and presentation skills with varied audiences.

Desirable

• Exposure to phone financing, device leasing, or consumer credit businesses.
• Experience training contact centre teams in outbound sales, collections, or customer service.
• Familiarity with adult learning principles, ADDIE, or similar instructional design methods.
• Comfort using e-learning and content tools such as Canva, Google Classroom, Moodle, or comparable LMS platforms.
• A training, coaching, or professional certification such as CIPD, ATD/ASTD, ICF, or an equivalent credential.
• Additional local language ability such as Runyakitara, Acholi, or Lugisu is an advantage.