Training Officer

Lake Zone, Tanzania, United Republic of
Full Time
Experienced

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

1. Training Delivery & Facilitation

  • Deliver 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 capacity
  • Facilitate role-play sessions and simulations for sales and collection scenarios to enhance practical learning.
  • Customize delivery methods (in-person, online, and blended) to suit the diverse needs of participants and ensure inclusive training.
  • Conduct post-training coaching and field visits to reinforce learning and observe performance on the ground.

2. Field Training & Coaching

  • Plan and execute field visits to support dealers and agents in applying learned sales and collection techniques.
  • Observe real customer interactions, providing on-the-spot coaching and feedback.
  • Identify performance gaps during field sessions and develop targeted refreshers to address them.

3. Training Coordination & Administration

  • Coordinate all logistics for training activities, including scheduling, attendance tracking, and communication with participants.
  • Maintain accurate training records, attendance registers, and evaluation reports.
  • Collaborate with the Training manager to plan monthly training calendars and content rollout.
  • Support in onboarding new agents and dealers by ensuring timely participation in induction training.

4. Monitoring, Evaluation & Continuous Improvement

  • Gather feedback from trainees, trainers, and managers to assess the effectiveness of each training session.
  • Monitor performance indicators such as sales conversion, collection success rate, and active agent performance post-training.
  • Prepare periodic training performance reports with insights and recommendations for improvement.
  • Identify and propose new training interventions based on observed skill gaps and market trends

5. Content Management & Localization

  • Stay familiar with all PalmPay training materials — including onboarding materials, PalmPay App, collections, and product knowledge.
  • Support in developing and localizing training materials to fit Tanzanian markets, language, and real customer experiences.
  • Assist in creating digital learning content, including videos and step-by-step guides, for online learners.

Skills and Experience

  • Minimum 2years’ experience in training facilitation, coaching, or learning delivery (preferably in device financing, fintech, PAYGO, or FMCG).
  • Strong facilitation, presentation, and interpersonal communication skills.
  • Proven ability to train both field (offline) and phone-based (online) collectors effectively.
  • Good understanding of adult learning principles and ability to apply them practically.
  • Demonstrated ability to manage multiple training activities with attention to detail.
  • Experience in sales training, credit collection training, or agent performance development is an added advantage.
  • Proficiency in digital tools (Google Workspace, LMS platforms, CRM systems).

Core Competencies

  • Learner-Centered Delivery: Designs and facilitates training that is practical, interactive, and easy to apply.
  • Adaptability: Adjusts training approach based on feedback, performance results, and audience needs.
  • Collaboration: Works effectively with cross-functional teams including Sales, Collections, and Operations.
  • Coaching & Mentorship: Provides constructive feedback and guidance during and after training.
  • Field Orientation: Enjoys engaging with field teams and understanding real challenges faced by agents and customers.
  • Initiative: Proactively identifies learning needs and develops creative solutions to meet them.
     
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