At AustralianSuper, our purpose will empower you to reach your true potential. We are Australia's largest superannuation fund, here to help members achieve their best possible retirement outcome. We create meaningful value for members and our communities through our diverse workforce of high performing, motivated employees, based across Australia.

• Purposeful work delivering outcomes for our 2.6 million Members

• A values led, inclusive work environment

• Exciting growth, coupled with support to help you develop your career

Your new team

Our Member Experience group is a passionate and dedicated team who strive for innovative outcomes in new and exciting ways, striving to continually improve the multi-platform and multi-channel experiences of AustralianSuper members. Our shared purpose is singular and clear. Everyday and in different ways we are inspired by the challenging and fulfilling work of improving financial outcomes of members.

The Customer Channels Department researches, develops, refines and delivers user-centred solutions to engage with members and drive efficiencies to grow the Fund. With a focus on continuous improvement, Customer Channels leverages technology to enable our customers - members, advisers and employers - to engage and interact with the Fund with ease, through self-service and assisted channels. It is a passionate and dedicated team, led by managers who advocate for their people, are open and approachable, & who share their knowledge.

Your new role

The Senior L&D Specialist leads the inception, design and implementation of an internally managed training function for the AustralianSuper Contact Centre. This is a new role that will conceptualise, establish and deliver a learning & development framework for Contact Centre staff.

This will include creation and delivery of training content for Fund-led areas of Contact Centre training, including the launch of new and updated digital assets, product changes and regulatory changes. The Senior L&D specialist will oversee and contribute to the design, creation and currency of induction and refresher learning content for contact centre recruits / teams and delivery of learning, focused on continuous improvement.

This role will be responsible for advising on, and where needed, implementing training delivery methods that will engage Contact Centre teams and provide optimal individual and member experience outcomes. You will also play a key role in ensuring that learning content and delivery is aligned with, and reinforces, the Fund's culture and values.

The role scope will include internal Fund Contact Centre and related services as well as active contribution to and oversight of external partner contact centre services.

Bringing these areas together, the Senior L&D specialist will conceptualise and establish an overarching Learning and Development framework that encompasses the end-to-end training experience of Contact Centre and related staff.

Key duties will include but are not limited to:

• Conceptualise and establish a best practice learning and development mechanism for Contact Centre teams.

• Conceptualise and establish a learning and development framework for all Contact Centre training, that supports a consistent training experience with holistic oversight, review and management.

• Oversee and contribute to the design and creation of content for induction and refresher learning for Contact Centre teams and where needed facilitating training to Contact Centre staff.

• Design, create and deliver training content for Fund-led Contact Centre training.

• Liaise with quality, knowledge management and team leadership to support the delivery of an effective coaching framework and individual development plans.

What you'll need

• Previous experience in end-to-end creation and delivery of Learning and Development frameworks and programs for customer facing operational teams (Essential)

• Previous Financial Services experience (desirable)

• Tertiary education in a related field (desirable)

• Significant experience managing a Learning and Development function in a Contact Centre environment

• Deep knowledge of Learning and Development principles and methodologies

• Prior experience building and implementing a L&D program from a Greenfields state.

• Prior experience assessing and implementing Learning and Development systems, platforms and tools.

• Familiarity with project management approaches, tools and phases of the project lifecycle

• Exceptional communication skills - both written and verbal

• Strong presentation and facilitation skills including the use of presentation tools (i.e., PowerPoint).

What you'll get in return

You will be working with a People Leader who values and supports your personal growth, in a growing, dynamic and authentic organisation that promotes integrity and puts members first.

We are proud to be a WGEA certified Employer of Choice for Gender Equality (since 2012). We are committed to the recruitment, development, and support of a diverse workforce into an environment which is inclusive, embraces diversity in all its forms and is a place where you can be you.

All roles can flex at AustralianSuper, and we are happy to discuss what this can look like for you. Please talk to us about the flexibility you are seeking, and we will explore what is possible for this role.

Other benefits include a competitive salary, genuine flexible working arrangements, income protection insurance and generous leave entitlements.

What's next

Please apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

Progress, powered by purpose.

Agencies please note: this vacancy is being managed directly by AustralianSuper's Recruitment team. We will contact our preferred agency partners should we require additional support. Thank you.