Training and Knowledge Lead

Were excited to offer a newly created Training & Knowledge Lead opportunity within our Roadside Contact Centre & Distribution team.

Based at Sydney Olympic Park with a hybrid working model (typically two days in the office) this leadership role reports to the Planning Implementation & QA Manager and leads a high-performing group of Trainers Knowledge Specialist and QA teams.

This role will play a key part in elevating frontline capability coaching practices knowledge management and operational readiness. Youll partner closely with business leaders and stakeholders to identify capability gaps improve learning outcomes build future-focused frameworks and support the adoption of AI and emerging technologies across the customer service environment.

If youre passionate about developing people driving continuous improvement and creating engaging learning experiences wed love to hear from you.

What Youll Do

• Lead coach and develop a high-performing team of Trainers and Knowledge Specialists and our QA team
• Partner with stakeholders to identify capability and performance improvement opportunities
• Review enhance and modernise training content and learning frameworks
• Build coaching capability across leaders and frontline teams
• Drive onboarding upskilling and ongoing development programs
• Oversee knowledge management and continuous improvement initiatives
• Support operational readiness for new systems processes and projects
• Champion the use of AI automation and digital tools to improve learning and performance
• Manage knowledge platforms and learning technologies including Articulate 360 SharePoint and any future platforms
• Use insights and data to improve capability engagement and business outcomes

What Youll Bring

• Experience leading learning training capability or knowledge management teams
• Proven leadership experience with coaching and developing people
• Strong stakeholder engagement and influencing skills
• Experience designing implementing and evaluating learning solutions
• Excellent facilitation communication and presentation skills
• Strong planning organisation and project management capability
• Experience driving continuous improvement and change initiatives
• Confidence working with digital platforms systems and collaboration tools
• Strong analytical and problem-solving skills

Desirable

• Qualifications in teaching training adult learning or a related discipline
• Teaching training or adult learning qualifications
• Contact centre or customer operations experience
• Experience coaching leaders trainers and frontline teams
• Knowledge management platform experience
• Exposure to AI automation and digital enablement initiatives
• Change management or project delivery experience

Whats In It for You

At the NRMA we arent just about discounts (although you do get these too). We offer benefits to help make work and life just right for you!

• Progressive flexibility leave and well-being benefits to balance all of lifes priorities
• Travel discounts on SIXT car rental cruises and accommodation at our award-winning NRMA Holiday Parks and Resorts
• Complimentary My NRMA membership including free Roadside Assistance & discounts on groceries movie tickets gift cards gym memberships attractions restaurants and much more
• Discounts on a range of NRMA personal insurance products including car home & travel
• Grow progress or relocate your career and move around the NRMA Group or different locations with us.

Know Your Belong

Were for inclusion diversity and representing the members guests customers and communities we serve. Thats why we welcome applications from First Nations people with disability those from diverse cultural backgrounds people of all genders members of the LGBTQI community and anyone else who wants to be a part of our team

Join the NRMA and grow your career with us. Apply now or visit our careers site to find out more!

As part of our recruitment process successful applicants will be required to complete pre-employment checks.

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. The NRMA is not responsible for any fees related to unsolicited resumes.

Remote Work :

No

Employment Type :

Full-time