Learning & Capability Lead: Frontline AI & Training

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

Benefits offered by this job

Travel discounts on SIXT car rental

NRMA membership benefits

Hybrid work model

Job summary

NRMA is seeking a Training & Knowledge Lead to join the Roadside Contact Centre & Distribution team in Sydney Olympic Park. You will lead a high-performing group of Trainers, Knowledge Specialists and QA professionals, driving capability, modern learning frameworks and onboarding excellence.

You will collaborate with stakeholders to identify gaps, design learning solutions and champion AI-enabled improvements across frontline operations, with a hybrid model typical two days in the office.

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, systems and collaboration tools.
• Knowledge of AI, automation and digital enablement initiatives.

Responsibilities

• Lead, coach and develop a high-performing team of Trainers, Knowledge Specialists and QA teams.
• 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 future platforms.
• Use insights and data to improve capability, engagement and business outcomes.

Skills

Leadership

Coaching

Stakeholder engagement

Learning solutions design

Facilitation

Project management

Knowledge management

Tools

Articulate 360

SharePoint

Job description

NRMA is seeking a Training & Knowledge Lead to join the Roadside Contact Centre & Distribution team in Sydney Olympic Park. You will lead a high-performing group of Trainers, Knowledge Specialists and QA professionals, driving capability, modern learning frameworks and onboarding excellence.

You will collaborate with stakeholders to identify gaps, design learning solutions and champion AI-enabled improvements across frontline operations, with a hybrid model typical two days in the office.