Job Description
About the Role
The Good Human (Pty)Ltd is seeking an experienced Head of Learning & Development to design, deliver, and govern the end-to-end learning and development strategy across our online platforms, land-based retail betting stores, and head-office functions.
Key Responsibilities
- Define and own a group-wide Training & Development strategy aligned to business objectives, regulatory obligations, and workforce capability needs.
- Develop annual and multi-year learning roadmaps covering:
- Online operations
- Land-based retail stores
- Corporate and support functions
- Ensure training priorities are informed by:
- Operational risk
- Regulatory exposure
- Skills gaps identified through WSP processes
- Embed a culture of continuous learning and accountability.
- Own and govern the Workplace Skills Plan (WSP) and Annual Training Report (ATR) processes.
- Ensure WSPs and ATRs accurately reflect training delivered across online and retail environments, align to strategic and operational skills requirements, and are supported by complete, verifiable evidence.
- Coordinate with HR, Finance, Operations, and external Skills Development Facilitators where applicable.
- Engage with relevant SETAs to ensure compliance and optimize skills development grants.
- Ensure all submissions are accurate, on time, and audit-ready.
- Use WSP and ATR insights to inform future training strategy, budgets, and workforce planning.
- Own all mandatory compliance training across online and land-based environments, including:
- Responsible Gambling (RG)
- AML / FICA
- KYC and customer verification
- POPIA and data protection
- Licence conditions and shop-level regulatory rules
- Ensure retail and online staff understand RG red flags and escalation paths, self-exclusion enforcement, and interaction requirements with vulnerable customers.
- Maintain training records suitable for:
- Provincial Gambling Board inspections
- internal and external audits
- Design, deliver, and govern role-specific training for frontline retail roles, including:
- Cash Clerks
- cash handling, reconciliations, float controls
- customer interaction standards
- RG and AML escalation procedures
- Head Clerks & Supervisors
- shift oversight, reporting, compliance monitoring
- Sub-Managers & Store Managers
- operational governance
- people management and disciplinary processes
- regulatory accountability and audit readiness
- Ensure each role understands its regulatory and risk exposure, regardless of seniority.
- Own onboarding and continuous training for call center and customer operations teams, team leaders and managers.
- Ensure training covers:
- casino and sportsbook products
- payments, withdrawals, bonuses
- KPIs (ASA, AHT, FCR, CSAT)
- complaints handling and escalations
- Ensure parity in customer protection standards between online and retail channels.
- Lead training readiness for:
- retail POS and betting terminals
- online platforms and CRM systems
- ERP, HRIS, audit, and reporting tools
- AI-enabled tools (e.g. AI webchat, automation)
- Partner with Technology and IT Service Delivery to ensure training occurs before go-live.
- Embed training into formal change management initiatives.
- Define mandatory vs role-specific training matrices.
- Establish refresher and re-certification cycles for:
- cash handling
- RG
- compliance and safety
- Maintain centralized learning records with full audit trails.
- Address non-compliance through corrective action plans.
- Design leadership programmes for retail supervisors and managers, operational and support management.
- Develop capability in:
- people leadership
- performance management
- ethical and compliant decision-making
- Support succession planning and talent pipelines.
- Own learning platforms (LMS and digital tools).
- Ensure training delivery caters for:
- shift-based and non-desk retail staff
- multi-location rollouts
- Use blended learning approaches:
- classroom
- e-learning
- on-the-job coaching
- tool-box talks
Requirements
- Strong instructional design and facilitation capability
- Deep regulatory and compliance awareness
- Ability to translate complex rules into practical training
- Strong governance, planning, and documentation discipline
- Stakeholder management across retail and corporate environments
- Data-driven approach to measuring training impact
Qualifications
- 8+ years experience in Training & Development / L&D
- 35 years in a senior or Head of Department role
- Experience in regulated, high-risk environments (gambling, financial services, retail banking, call centers)
- Proven experience delivering training to large, distributed, shift-based workforces
Salary & Benefits
Not mentioned in the original job description.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Entertainment Jobs in Gauteng
In the Gauteng province of South Africa, the entertainment industry is a growing sector that encompasses various roles such as event management, marketing, and content creation. Typically, this field offers a diverse range of job opportunities for individuals with creative talent and business acumen. Generally, these roles are found across multiple industries, including financial services, technology, and tourism.
When it comes to salary expectations in the entertainment industry in Gauteng, it’s common to see broad ranges varying depending on factors such as experience, company size, and industry sector. Typically, entry-level positions may offer salary ranges between R200 000 and R350 000 per annum, while senior roles can range from R600 000 to over R1 million per annum. However, these figures are only a general guideline, and actual salaries can vary significantly.
Common skills required for entertainment-related roles in Gauteng include creative vision, strong communication skills, project management expertise, technical knowledge of audiovisual equipment, marketing savvy, adaptability, and attention to detail. Typically, individuals in this field need to possess a combination of artistic and business skills to excel in their role. Often, having a degree or diploma in relevant fields such as arts, media studies, or business administration can be beneficial.
The entertainment industry in Gauteng is commonly found in sectors such as financial services (e.g., event marketing), technology (e.g., gaming, esports), tourism (e.g., hospitality management), and manufacturing (e.g., production and logistics). These industries often employ individuals with expertise in areas like content creation, brand management, and audience engagement.
In terms of career development, the entertainment industry offers various opportunities for growth and advancement. Typically, entry-level roles can progress to senior positions within a few years, while experienced professionals may seek out leadership roles or transition into related fields such as entrepreneurship or academia. Often, having a strong network and continuous learning are key to success in this field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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