Training Manager, Togo

Key Responsibilities

• Act as the learning business partner to Country Sales, Collections, Operations and Customer Experience leaders; take part in business and performance reviews to identify the capability gaps behind trends such as low conversion, weak repayment rates or high agent attrition.
• Translate country business priorities into an annual learning plan and quarterly roadmap, aligned to the West & Central Africa L&D strategy and the approved country training budget.
• Diagnose performance issues using sales, collections, customer-experience and LMS data together with field observation; distinguish genuine skill gaps from process, tool or incentive problems and recommend the right solution, whether or not it is training.
• Report the impact of learning on agreed business KPIs (e.g., new-hire ramp-up time, sales per EO, collection rate, customer-experience scores) to country and regional leadership.
• Channel field insights on tools, processes and products back to Product, Operations and Technology teams so issues are resolved at the source.

• Own onboarding, product, process and refresher curricula for EasyBuy, SHS & Lanterns, PayGo Phones, Inverters and Clean Cook, tailored to each business unit's customer profile, selling approach, installation and after-sales requirements.
• Plan and deliver training, directly and through Regional Mentors, for EOs and field staff as required.
• Build core commercial capabilities: needs-based selling, responsible credit and customer-protection practices, repayment conversations, and complaint handling.
• Maintain an up-to-date monthly learning calendar that coordinates activity across business units and regions without disrupting sales operations

• Recruit, onboard, lead and performance-manage Regional Mentors; set clear monthly plans and targets, and review performance using training tracking app data and automated feedback.
• Grow mentors professionally through train-the-trainer certification, facilitation and coaching skills, content creation and data literacy, supported by an individual development plan for each mentor.
• Observe mentor-led sessions regularly, give structured feedback and run calibration to keep delivery quality consistent across regions.
• Build a motivated, accountable team culture through regular one-to-ones, recognition and team learning forums.

• Design impactful content grounded in adult learning principles: short, practical, scenario-based and mobile-first, suitable for low-bandwidth environments and varied literacy levels (video, audio, visuals, role plays, job aids).
• Localise regional and global content for the Togo market in French and, where it improves understanding, local languages.
• Maintain a version-controlled content library and run scheduled reviews so materials always reflect current products, prices, policies and tools.

• Own Litmos administration for Togo: accurate user records for agents, field and office staff, correct course assignment, and reliable reporting.
• Drive consistent course uptake and completion against agreed targets, and act quickly on low engagement.
• Monitor and enforce use of the training tracking app; use its automated feedback to raise trainer performance and content quality.
• Champion and pilot new learning technologies such as mobile microlearning, WhatsApp/SMS nudges, gamification, virtual classrooms, offline-capable tools and AI-enabled coaching or knowledge assistants for field staff and agents.
• Use learning analytics and dashboards to track engagement, knowledge retention and links to performance.

• Lead workforce readiness for new product launches, pilots, and process or tool changes, ensuring targeted staff are trained and certified before go-live.
• Support new area launch with capability needs assessments, rapid onboarding for new hired, and deployment of mentors where they are needed most.
• Apply change-management practices (clear communication, reinforcement, adoption tracking) so new ways of working are sustained, not just introduced.
• Collaborate with other departments on new business initiatives and support ad-hoc projects related to field activities when required.

• Coordinate with Regional Mentors to observe and audit the implementation of customer-experience processes in the field and share findings and recommendations with stakeholders.
• Evaluate programmes at multiple levels: participant reaction, knowledge assessment, on-the-job behaviour observation and business results.
• Produce monthly and quarterly learning reports for the Senior Manager, WCA.
• Manage the country training budget and logistics responsibly, in line with company policies and code of conduct.

Skills, Knowledge & Expertise

• Bachelor's degree in Education, Human Resources, Business Administration, Social Sciences or a related field.
• Minimum of 6 years' relevant experience in training, learning & development, sales enablement or capability development, including at least 2 years leading a team of trainers or field staff.
• Proven experience training large, geographically dispersed frontline sales or agent networks, ideally in PAYGo/off-grid energy, telecoms, mobile money, FMCG or microfinance.
• Hands-on experience administering a learning management system and working confidently with data in Excel/Google Sheets or dashboards.
• Full professional fluency in French (written and spoken) and strong working proficiency in English.
• Certification in adult learning or instructional design (e.g., ATD, CIPD or equivalent); coaching certification.
• Project management certification or equivalent experience (e.g., PRINCE2, PMP Foundation-level).
• Experience across multi-product portfolios, including credit-based or consumer-finance products.
• Experience supporting market, territory or new business-unit expansion.
• Skills in content creation tools (e.g., Articulate, Canva, basic video editing).

• Business acumen and strategic thinking: understands how sales, collections and operations drive results, and links learning directly to them.
• Stakeholder management and influence: builds credibility with senior leaders and can challenge constructively.
• People leadership and coaching: develops others, holds them accountable and builds strong teams.
• Learning design and facilitation excellence: creates and delivers engaging learning for diverse audiences.
• Data-driven decision-making: uses evidence to diagnose problems and prove impact.
• Digital curiosity and innovation: actively explores new tools and approaches that make learning faster and more accessible.
• Project and change management: plans, prioritises and delivers multiple initiatives under pressure.
• Bilingual communication: clear, concise written and verbal communication in French and English.
• Problem solving and attention to detail: resolves issues practically without losing sight of accuracy.
• Resilience and field orientation: comfortable spending significant time in the field, including rural areas.

Benefits

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.