Training and Knowledge Lead

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

Company Description

We're one of Australia's most trusted brands and proudly member owned, with our people and community at the heart of everything we do. From our legendary Roadside assistance to electric vehicle charging networks, the NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruising.

That's why a career with us means creating the future you want, while helping the NRMA Group to keep moving Australia forward. Together, we can make a difference.

Job Description

We're excited to offer a newly created Training & Knowledge Lead opportunity within our Roadside Contact Centre & Distribution team.

Based at Sydney Olympic Park with a hybrid working model (typically two days in the office), this leadership role reports to the Planning, Implementation & QA Manager and leads a high-performing group of Trainers, Knowledge Specialist and QA teams.

This role will play a key part in elevating frontline capability, coaching practices, knowledge management and operational readiness. You'll partner closely with business leaders and stakeholders to identify capability gaps, improve learning outcomes, build future-focused frameworks and support the adoption of AI and emerging technologies across the customer service environment.

If you're passionate about developing people, driving continuous improvement and creating engaging learning experiences, we'd love to hear from you.

What You'll Do

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

What You'll Bring

• 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
• Strong analytical and problem-solving skills

Desirable

• Qualifications in teaching, training, adult learning or a related discipline
• Teaching, training or adult learning qualifications
• Contact centre or customer operations experience
• Experience coaching leaders, trainers and frontline teams
• Knowledge management platform experience
• Exposure to AI, automation and digital enablement initiatives
• Change management or project delivery experience

What's In It for You?

At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you!

• Progressive flexibility, leave and well-being benefits to balance all of life's priorities
• Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts
• Complimentary My NRMA membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Discounts on a range of NRMA personal insurance products including car, home & travel
• Grow, progress or relocate your career and move around the NRMA Group or different locations with us.

Know Your Belong

We’re for inclusion, diversity and representing the members, guests, customers and communities we serve. That’s why we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team

As part of our recruitment process, successful applicants will be required to complete pre-employment checks.