Frontline Learning & Knowledge Lead

My NRMA; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Travel discounts on NRMA services and

Complementary My NRMA membership and R

Job summary

NRMA Group in Sydney is seeking a Training & Knowledge Lead to lead a team of Trainers and Knowledge Specialists within our Roadside Contact Centre & Distribution. Based at Sydney Olympic Park, the role combines leadership with coaching, knowledge management and operational readiness to elevate frontline capability.

You will partner with business leaders to identify capability gaps, drive onboarding and continuous learning, and champion AI and digital tools across customer service.

Qualifications

• 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 and collaboration tools.
• Qualifications in teaching, training or adult learning.
• Teaching, training or adult learning qualifications.

Responsibilities

• Lead, coach and develop a high-performing team of Trainers and Knowledge Specialist.
• 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 and SharePoint.
• Use insights and data to improve capability, engagement and business outcomes.

Skills

Leadership

Coaching

Stakeholder engagement

Learning design

Facilitation

Project management

Continuous improvement

Change management

Analytical thinking

Communication skills

Education

Teaching / Training qualification

Adult learning qualification

Tools

Articulate 360

SharePoint

Job description

NRMA Group in Sydney is seeking a Training & Knowledge Lead to lead a team of Trainers and Knowledge Specialists within our Roadside Contact Centre & Distribution. Based at Sydney Olympic Park, the role combines leadership with coaching, knowledge management and operational readiness to elevate frontline capability.

You will partner with business leaders to identify capability gaps, drive onboarding and continuous learning, and champion AI and digital tools across customer service.