Technical Training Lead

Auto & General; North Lakes; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Bonuses

Volunteer days

ME day

Parental leave

Leave purchase option

Budget Direct discounts

Professional development

A&G Difference volunteering

Wellbeing programs

Job summary

Auto & General is seeking a senior Learning & Development leader to coach a team of technical trainers and content writers across North Lakes, Kawana, Adelaide and Melbourne. You’ll own the design and delivery of bespoke training programs that build capability and embed knowledge across our Motor Claims operation.

From induction to ongoing development, you’ll shape the entire learning journey and the culture that goes with it, driving performance improvements, ensuring compliance, and

Qualifications

• 3+ years' experience coaching and mentoring technical professionals.
• Solid working knowledge of insurance legislation and procedures.
• Experience designing and delivering technical training programs, ideally within a contact centre environment.
• Exceptional interpersonal, verbal, and written communication skills.
• Willingness to travel between multiple sites and interstate regularly.

Responsibilities

• Lead and develop a high-performing team of technical trainers and content writers.
• Oversee design and delivery of bespoke training programs for Motor Claims.
• Own onboarding and ongoing development of staff across multiple sites.
• Conduct training needs assessments and develop a roadmap for technical training.
• Maintain knowledge management systems and ensure content reflects current processes and legislation.
• Measure training effectiveness with evaluations and performance data; drive improvements.

Skills

Leadership

Coaching

Mentoring

Training design

Stakeholder management

Communication

Travel willingness

Multitasking

Job description

17h ago , from Auto & General Holdings Pty Ltd

In this pivotal role, you'll lead a team of technical trainers and content writers, owning the design and delivery of bespoke training programs that build capability, embed knowledge, and drive measurable performance improvements across our Motor Claims operation. From induction through to ongoing development, you'll shape the entire learning journey and the culture that goes with it.

What You'll Be Doing

Leadership & Team Development

Coach, mentor, and develop a high-performing team of technical trainers and content writers

Foster a collaborative, knowledge-sharing culture with a focus on continuous learning and high integrity while overseeing teams across multiple sites, (Northlakes, Kawana, Adelaide and Melbourne)

Support the onboarding of new Motor Claims team members, ensuring a smooth and effective transition into their roles

Training Design & Delivery

Conduct thorough training needs assessments to identify skill gaps and opportunities across the Motor Claims operation

Design and deliver engaging, role-specific training programs including course materials, assessments, and learning activities

Develop and maintain a forward-looking roadmap for ongoing technical training

Coordinate with internal and external stakeholders to facilitate seamless training delivery

Own and maintain the Motor Claims knowledge management systems, ensuring accuracy and accessibility

Continuously improve learning materials to reflect current processes, products, and legislation

Stay across industry best practices and emerging technologies to keep training content relevant and effective

Performance & Compliance

Implement robust evaluation methods including pre/post assessments, feedback surveys, and performance tracking to measure training effectiveness

Analyse training data and trend insights, presenting findings and recommendations to the leadership team regularly

Drive improvements across key service metrics, complaint handling, and First Point of Contact resolution

Ensure all training content and team practices align with compliance and business risk policies, while actively challenging these where needed to meet commercial and legislative requirements

What We're Looking For

3+ years' experience coaching and mentoring technical professionals

Solid working knowledge of insurance legislation and procedures

Experience designing and delivering technical training programs, ideally within a contact centre environment (desirable)

Exceptional interpersonal, verbal, and written communication skills with the ability to flex your style across diverse audiences and skill levels

Proven ability to multitask and prioritise in a fast-paced, high-pressure environment

Willing to travel between multiple sites (Northlakes and Kawana) on a regular basis (once or twice a week) and interstate (Adelaide and Melbourne) on a monthly/bimonthly basis.

A self-starter mindset, comfortable taking initiative and driving outcomes with autonomy

Strong time management skills and a demonstrated ability to adapt to constant change

The benefits of working at A&G

Location – This role can be based in Northlakes or Kawana.

Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.

Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all the big stuff.

Employee discounts - You’ll receive discounts on Budget Direct insurance products.

Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.

Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.

Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.

Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.

Save money - We’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About Us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer!

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.