Frontline Capability Manager

HBF Health; Western Australia; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Fully subsidised Gold Hospital Insurance Cover

Flexible working and work from home options

3 additional wellbeing days

2 volunteering days per year

Access to corporate discounts

Corporate discounts

Job summary

A leading health insurance provider in Australia is seeking a Frontline Capability Manager to lead learning and development initiatives across its contact centres and branches. You will design and deliver effective onboarding and upskilling programs, maintain content and resources, and partner with leaders to address capability gaps. The successful candidate will have substantial experience in training programs and hold a relevant qualification. This role includes a flexible work environment and attractive employee benefits.

Qualifications

• Experience supporting frontline or operational teams.
• Proficient in designing and delivering training programs.
• Comfortable with assessment and evaluation models.

Responsibilities

• Design and deliver engaging onboarding and upskilling programs.
• Maintain learning content and resources.
• Partner with leaders to build targeted learning solutions.
• Manage training budgets and support business process changes.

Skills

Learning and development

Training program design

LMS reporting

Relationship building

Data analytics

Digital learning tools

Education

Qualification in Human Resources, Education, Organisational Development, or Training and Assessment

Tools

Digital learning tools

Job description

At HBF, our frontline teams are the face of our brand in branches, contact centres and member operations. As our Frontline Capability Manager, you’ll lead the design and delivery of high quality learning, development and capability programs for colleagues across Assisted Service and Member Operations.

You’ll shape onboarding, sales capability, service excellence, leadership development and ongoing upskilling across our WA & QLD contact centres, WA branch network and key processing teams, creating quality learning, development and capability programs for colleagues across Assisted Service and Member Operations.

About the role

• Design and deliver engaging onboarding and upskilling programs for WA & QLD contact centres, WA branches and key operations teams.
• Keep learning content, the LMS and resources up to date with new products, systems, fund rules and regulatory changes.
• Partner with leaders to spot capability gaps, build targeted learning solutions and support clear career pathways for frontline colleagues.
• Lead and coach a small team, manage training budgets and reporting, and support change in business process, including the rollout of new systems, enabled tools and new ways of working.

About you

You’re a learning and development professional with experience supporting frontline or operational teams and workforce capability. With experience designing and delivering training programs across technical, sales, and leadership domains, you are confident creating competency frameworks, assessment, LMS reporting and evaluation models to show measurable improvements in performance. You’re hands‑on with digital learning tools, enjoy experimenting with different modalities, and you’re curious about how data and analytics can highlight trends, gaps with digital learning tools and opportunities. You build strong relationships with leaders and subject matter experts, can juggle competing priorities across multiple locations, and genuinely care about helping people grow their skills and careers in a changing environment. You will also bring a qualification in Human Resources, Education, Organisational Development, or Training and Assessment.

Why you’ll love working at HBF

• Fully subsidised Gold Hospital Insurance Cover
• Flexible working and work from home options
• 3 additional wellbeing days each year (on top of our standard 20 days annual and 10 days personal leave)
• 2 volunteering days per yearOnsite Barista with subsidised coffee
• Access to corporate discounts across a range of gyms, retail, restaurants and hotels

Next Steps

To apply, click on the “Apply Now” button to complete your application and send through a copy of your CV outlining your skills and experience in relation to this role.

At HBF, we believe in the unique potential of every individual. We’re committed to building an inclusive workplace where diverse perspectives are valued and celebrated, because they make us stronger.

We encourage applications from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities and members of the LGBTQIA+ community.

We want you to Be You, Be Bold, and feel supported every step of the way. If you need any adjustments during the recruitment process, please contact us at [e-mail] so we can work together to accommodate your needs.

Discover how we’re making a difference, explore our Community Initiatives at: Community Initiatives | HBF Health Insurance