- 12-month secondment opportunity
- Flexible working location of Brisbane, Sydney or Melbourne
- Design, develop and deliver learning programs
As the
Learning Advisor, your role is crucial in designing, developing, and delivering comprehensive learning programs for Group Customer Advocate (GCA) complaint handlers.In this role you'll work closely with the Executive Manager Internal Customer Relations (EM ICR), Executive Manager External Customer Relations (EM ECR), Executive Manager Advocacy & Oversight (EM A&O), and the Manager Personal Injury Customer Relations (PICR) to ensure each area's learning needs are thoroughly understood, supported, and resourced.
What you'll do- Develop and deliver a comprehensive learning and capability program to ensure continuous skill and experience development across GCA teams, meeting specific regulatory requirements under ASIC's RG 271 and relevant Codes of Practice.
- Design and deliver learning programs tailored to meet various needs, collaborating with Executive Managers and Managers to ensure complaint handling teams receive appropriate learning support
- Lead end-to-end learning programs, identifying, measuring, and monitoring their impact, while continuously seeking opportunities to improve operations, including people, processes, and systems
- Deliver and implement learning programs within specified time and budget constraints, ensuring financial accountability and sustainability
- Contribute to creating, maintaining, and promoting a work environment that encourages employee well-being, safety, and teamwork, while collaborating and consulting across business units to foster a culture of support
- Address commercial risks in accordance with governance requirements, working with Business Risk and Compliance teams to ensure risk management meets all legislative requirements
What you'll bring- Relevant tertiary qualifications in learning, change, or business-related discipline are desirable for this role
- Demonstrable experience in a similar position within financial services or a related service-oriented industry, with a minimum of 3 years in a learning and capability role
- Strong understanding of complaint management, including both IDR and EDR, with a disciplined approach to planning, design, and execution
- Excellent relationship management and influencing skills, with the ability to communicate effectively with diverse internal and external stakeholder groups, including the ability to collaborate with Group and Business Unit Subject Matter Experts (SMEs)
- Strong organisational and project management capabilities, with the flexibility and resilience to adapt to a fast-paced environment and shifting priorities. The role requires the ability to manage complexity, uncertainty, and ambiguity while delivering results
If this opportunity sounds like the challenge, you have been looking for, please apply online today. For further information regarding this position, please contact
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