Manager of Training

Nawiri Group is foremost known as a leading safari travel group, offering great personalised nature-based travel experiences across the African continent. Our core purpose goes beyond delivering exceptional safaris. We are a platform that connects local communities, expert partners, investors, and travellers to drive positive impact at scale within some of Africa’s most iconic wilderness areas.Since inception, we’ve supported national parks, community-led conservancies, local communities and governments with many initiatives and millions of dollars in their efforts to safeguard and manage some of Africa’s most important wilderness areas. We believe travel should be a force for good and our vision is to use responsible travel to create a sustainable and prosperous future for natural ecosystems in Africa and the local people living in and around these unique, globally important areas.Today, through the Group’s various subsidiaries across multiple countries, which includes Asilia Africa, a leading safari operator with 17 bespoke camps and lodges across Kenya, Tanzania, and Uganda, with a full-service DMC offering, and the multi-award-winning African safari tour operator Go2Africa, we employ close to 1,200 people in sub-Saharan Africa all dedicated to delivering immersive experiences while working towards our goal of delivering impact at scale.Purpose DrivenOur shared purpose is encapsulated in our group name - ‘Nawiri’ is Kiswahili for ‘to flourish/thrive’, reflecting our vision of creating a future where vital ecosystems and local communities thrive together.We are proud as a group to be B Corp certified, a testament to our dedication to balancing the needs of people, planet, and profit in everything we do. Our journey with B Corp started more than a decade ago when Asilia qualified in 2012, the first African Travel company to do so.Last financial year we contributed US$9.8m to nature protection and positive impact projects. We continue to grow our impact reach and agenda.We have ambitious commercial growth plans and are expanding our operational, commercial, analytical and technology capabilities to enable the further scaling of both our guest experiences and travel offerings.Why should you work for us?Join a team that has continuously led the way in our industry, ranging from creating cutting-edge technology platforms to deploying innovative solutions to lead the way in sustainable operations.We take pride in creating a culture where people grow, find purpose, and contribute to progress that reaches far beyond the organisation. Training and development are at the heart of this journey, and we are proud of the number of in-house programmes that we have available, including a training library offering over 130 different training modules.Enjoy the flexibility of a hybrid working arrangement to get the most out of your working hours. Combine work in one of the Nawiri Group offices, located in the picturesque cities of Cape Town, Nairobi, Arusha, and London, with the option of remote work.ROLE SUMMARYThe Manager of Training is responsible for designing and delivering comprehensive training interventions to the Sales and Operations teams predominately at Go2Africa. Training interventions will include Go2Africa’s systems, separate team processes, as well as service offering content (such as destination training). The Manager of Training will train new starters as well as existing staff and provide maintenance and remedial training to existing employees. The Manager of Training will be responsible for continuously assessing training needs and adjusting training delivery methods and content accordingly. This position will also be responsible for the formalisation of all training materials – designing new materials from scratch, and reworking and maintaining existing materials.This position will report to the Nawiri Head of Training. In addition, there will be close collaboration with Sales Directors, Operations Managers, and HR.It is noted that this position will require training for companies within the Nawiri Group on a variety of topics, including soft and technical skills, as well as destination training.KEY RESPONSIBILITIESIdentify ongoing training needsConduct regular training needs and skills gap analyses to assess training requirements within the Sales and Operations teams this will be done in conjunction with the Head of Training and the HR Team, according to the training policyDesign and execute training interventionsDesign training interventions for Sales and Operations positions, according to the ‘content areas’ belowReview and re-work existing training interventions, where necessaryCoordinate and facilitate Sales and Operations training sessions for new starters and existing employeesContinuously monitor and review the effectiveness of training content and delivery methods to ensure excellent service delivery and transfer of knowledge to traineesMaintenance trainingEnsure that training interventions, inclusive of training materials, are continuously adapted to include new system features or pertinent updatesMonitor training status of the Sales and Operations teams, ensuring that employees are up to date with required knowledge standards in the businessWork with Line Managers to identify employees in need of remedial training. Take accountability for designing and executing remedial training plans, customized to individual employee needsTraining Materials and DocumentationDevelop and continuously maintain comprehensive training materials in a range of formats that are easily adjustable to employee learning stylesOver time, work towards the digitization of all training materials, including videosTraining Content Areas:Systems training – new startersFacilitate training for our standard internal systems, including but not limited to:Bazaruto, including End-to-End with AsiliaHubSpotFlywire or any other pay gate system3CX phone systemOffice 365, Teams, and Outlook file managementCharter flight booking system (AeroCRS)Ilios online systemProcess training – new startersWith time, it is envisaged that the Manager of Training Manager will take over the total process training for all Operations roles. The high-level processes are listed below and may be subject to change and developmentSupport team processes:Provisional, Confirmation, Audit processesTravel Preparation Pack and sending invoices to AccountsRate query investigations and rate sheetsReconfirmation processesClient Travel DocumentationSupplier services tab in BazarutoArrival Instructions and Itinerary blurbsCar rental vouchersClient Experience processesCustomer Process Map & CRM mailer trainingEmergency phone (after-hours support) trainingVisa, vaccination, and general on-trip preparation trainingEnquiry and Quote processesPre-qualification trainingBazaruto: Itinerary building, cancellations, deferrals & audit changesProcess flow from consulting to confirming or closing an enquiryAfrican Safari Expert processesProcess flow from consulting to confirming or closing an enquiryBazaruto: Itinerary buildingDestination trainingDesign and deliver regular destination training, in collaboration with the Product team. Operations Managers and Nawiri Head of TrainingRegularly update destination training materials, ensuring the information is accurate and staff members are trained accordinglyUtilise The Learning Centre materials and videos, encouraging and monitoring employee participationReview current destination assessments, updating or redesigning where necessary to ensure relevancyMark all destination assessments, ensuring fair and comprehensive feedback is provided to employeesNawiri Group TrainingPart of this role will require the manager of Training to train other companies in the Group when the requirement arises, and will also be required to work in conjunction with the Nawiri Head of Training to establish group training requirementsThis training involves product & destination training, soft skills training, as well as systems and process trainingEXPERIENCEMinimum of 4-years’ experience in a Travel Consultant role at a B2C travel business, working with inbound international travellers (essential)Minimum of 2-years’ experience in a Training Manager / Facilitator role at a comparable travel business (advantageous)KNOWLEDGEExpert-level knowledge of Southern Africa and East Africa destinations (essential)Expert-level product knowledge of luxury 5* safari accommodations, transport options and tours (essential)Expert-level working knowledge of CRM systems, preferably HubSpot (essential)Working knowledge of training methodologies and facilitation (desirable)Working knowledge of designing training interventions, inclusive of training materials (desirable)SKILLS AND COMPERENCIESAbility to transfer knowledge to othersAbility to work with peopleExcellent written and verbal communicationExcellent ability to present engaging and professional training sessionsAbility to plan and organizeAbility to deliver excellent service to internal traineesAbility to adapt and respond to changing training requirementsAbility to comfortably and confidently train the wider Nawiri group.Team player who is passionate about learning and development.