Training Officer

PalmPay is a Pan-African fintech company currently operating in Ghana, Nigeria and expanding to other markets in 2023. We’re reinventing the payments experience by making it easy and reliable for everyone to transfer money, pay bills and shop online.We are seeking a proactive and results-driven Training Officer who will play a vital role in empowering our Dealers, Sales Agents, and Collection Teams to perform at their best. You will deliver practical, engaging, and impactful training programs that build competence in sales, customer relationship management, and collection excellence both online and offline.work will directly contribute to improving device financing performance, ensuring quality customer onboarding, and strengthening repayment discipline across PalmPay’s agent network.Duties And Responsibilities Training Delivery & FacilitationDeliver structured and interactive physical/Online training sessions for new and existing dealers, sales agents, and collection agents (online and field collectors)Conduct Train-the-Trainer (ToT) programs for Team Leaders, Sales Managers to build internal training capacityFacilitate role-play sessions and simulations for sales and collection scenarios to enhance practical learningCustomize delivery methods (in-person, online, and blended) to suit the diverse needs of participants and ensure inclusive trainingConduct post-training coaching and field visits to reinforce learning and observe performance on the ground Field Training & CoachingPlan and execute field visits to support dealers and agents in applying learned sales and collection techniquesObserve real customer interactions, providing on-the-spot coaching and feedbackIdentify performance gaps during field sessions and develop targeted refreshers to address them Training Coordination & AdministrationCoordinate all logistics for training activities, including scheduling, attendance tracking, and communication with participantsMaintain accurate training records, attendance registers, and evaluation reportsCollaborate with the Training manager to plan monthly training calendars and content rolloutSupport in onboarding new agents and dealers by ensuring timely participation in induction training Monitoring, Evaluation & Continuous ImprovementGather feedback from trainees, trainers, and managers to assess the effectiveness of each training sessionMonitor performance indicators such as sales conversion, collection success rate, and active agent performance post-trainingPrepare periodic training performance reports with insights and recommendations for improvementIdentify and propose new training interventions based on observed skill gaps and market trends Content Management & LocalizationStay familiar with all PalmPay training materials — including onboarding materials, PalmPay App, collections, and product knowledgeSupport in developing and localizing training materials to fit Tanzanian markets, language, and real customer experiencesAssist in creating digital learning content, including videos and step-by-step guides, for online learnersSkills And ExperienceMinimum 2years’ experience in training facilitation, coaching, or learning delivery (preferably in device financing, fintech, PAYGO, or FMCG)Strong facilitation, presentation, and interpersonal communication skillsProven ability to train both field (offline) and phone-based (online) collectors effectivelyGood understanding of adult learning principles and ability to apply them practicallyDemonstrated ability to manage multiple training activities with attention to detailExperience in sales training, credit collection training, or agent performance development is an added advantageProficiency in digital tools (Google Workspace, LMS platforms, CRM systems)Core CompetenciesLearner-Centered Delivery: Designs and facilitates training that is practical, interactive, and easy to applyAdaptability: Adjusts training approach based on feedback, performance results, and audience needsCollaboration: Works effectively with cross-functional teams including Sales, Collections, and OperationsCoaching & Mentorship: Provides constructive feedback and guidance during and after trainingField Orientation: Enjoys engaging with field teams and understanding real challenges faced by agents and customersInitiative: Proactively identifies learning needs and develops creative solutions to meet them. Powered by JazzHRGP2lKCL5Tf