Training & Development Manager
Box Hill Institute, ABN 76 268 630 462
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Benefits offered by this job
Job summary
Box Hill Institute seeks a Training & Development Manager to lead the design, delivery and continuous improvement of training, coaching and capability initiatives across Customer Care and Admissions across three campuses.
You will strengthen onboarding, identify capability needs and develop practical learning solutions, SOPs and knowledge resources to drive consistency and service excellence for prospective and current students.
Qualifications
- Experience designing and delivering training and capability development.
- Ability to design practical training and coaching programs.
- Strong stakeholder engagement and communication skills.
- Experience developing learning resources, process documentation and SOPs.
Responsibilities
- Design and deliver engaging training programs for Customer Care and Admissions.
- Lead onboarding, refresher training and ongoing capability development.
- Develop coaching frameworks and learning resources to support service excellence.
- Create and maintain standard operating procedures, process guides and knowledge resources.
- Monitor capability outcomes, training participation and performance trends.
- Collaborate with leaders to identify training needs and support performance improvement.
- Coordinate training and communication related to process, policy and system changes.
- Facilitate workshops, coaching sessions and knowledge-sharing activities.
- Analyse service quality, KPI data and customer feedback to identify gaps and opportunities.
- Contribute to operational improvements that enhance customer and student experience.
Skills
Education
Job description
Permanent
3d ago , from Box Hill Institute, ABN 76 268 630 462
This is an exciting opportunity to join us in a newly created role where you'll have the chance to make a lasting impact. As our Training & Development Manager, you'll shape how learning, onboarding and knowledge-sharing are delivered across Customer Care and Admissions, helping our teams deliver exceptional support to prospective and current students.
As our Customer Care and Admissions teams continue to evolve, we're creating this role to build capability, drive consistency and support service excellence across the function.
This is an opportunity to establish a structured approach to learning and development, design practical training and coaching programs, and create the tools, resources and frameworks that enable high - performing teams. Working closely with leaders and frontline employees, you'll help drive team performance, service excellence and outstanding student and customer experiences.
This is a full-time, permanent opportunity with an attractive salary package plus 12% super.
At Box Hill Institute, we offer more than just a job - we offer a supportive and rewarding work environment where your wellbeing, growth and achievements are celebrated. Our benefits are designed to help you thrive both professionally and personally:
- On-site parking for added convenience
- Career progression opportunities and reward & recognition programs to celebrate your success
- Generous leave options such as Defence Reserve Service, Emergency Response, up to 20 days paid Family Violence leave and up to 16 weeks paid Parental Leave
- Health and wellbeing supports and resources, including FREE flu-vaccinations, FREE skin checks, FREE health checks and corporate health insurance discounts
- Financial perks like novated leasing and salary packaging
- Exclusive staff discounts on CAE/Box Hill Institute short courses for staff and their immediate family as well as discounted access to our on-campus retail services such as floristry, day spa and beauty salons, hairdressing salon, barbershop, restaurant, vet & dog grooming - all delivered by students in training, under the supervision of their teachers.
As the Training & Development Manager, you will lead the design, delivery and continuous improvement of training, coaching and capability initiatives across Box Hill Institute's Customer Care and Admissions teams across all three campuses.
Working closely with leaders and frontline employees, you'll strengthen onboarding, identify capability needs and develop practical learning solutions that support high-performing teams. You'll also create training programs, coaching frameworks, SOPs and knowledge resources that drive consistency, build capability and support service excellence across the function.
Through training, coaching and continuous improvement initiatives, you'll help build capability, improve operational consistency and contribute to an exceptional experience for prospective and current students.
- Design and deliver engaging training programs for Customer Care and Admissions employees
- Lead onboarding, refresher training and ongoing capability development initiatives
- Develop coaching frameworks and learning resources that support service excellence
- Create and maintain standard operating procedures, process guides and knowledge resources
- Monitor capability outcomes, training participation and performance trends
- Partner with leaders to identify training needs and support performance improvement
- Coordinate training and communication associated with process, policy and system changes
- Facilitate workshops, coaching sessions and knowledge-sharing activities
- Analyse service quality, KPI data and customer feedback to identify capability gaps and improvement opportunities
- Contribute to operational improvement initiatives that enhance the customer and student experience
- Demonstrated experience in training, learning and development, organisational capability or workforce development
- Experience designing and delivering training programs for operational or customer-facing teams
- Strong coaching, facilitation and stakeholder engagement skills
- Experience developing learning resources, process documentation and standard operating procedures
- Strong communication, organisation and relationship-building skills
- Ability to analyse performance information and translate insights into practical learning solutions
- Experience working in customer service, admissions, education, student administration or other complex service environments will be highly regarded
- A passion for developing people and fostering a culture of continuous improvement
- Relevant tertiary qualification in Training and Assessment, Education, Organisational Development, Business, Management or a related discipline; and/or equivalent demonstrated experience.
- National Police Check
- Working With Children Check
For over 100 years, we've been changing lives for the better, continuing to make this world a better place for all. By providing people with opportunities to expand their knowledge, experience and understanding of the world, we empower them to change their lives.
Our students can pursue everything - non-accredited short courses through the Centre for Adult Education (CAE); senior secondary qualifications including the Victorian Certificate of Education (VCE) and VCE Vocational Major (VCE VM); vocational certificates (including pre-apprenticeships, apprenticeships and traineeships) and diplomas; and higher education degrees and a graduate certificate.
We are committed to a highly motivated and aligned workforce, so we'll be by your side to enable you, help you grow and offer you benefits which enhance your work-life balance.
Box Hill Institute is a Child Safe Organisation and has a zero tolerance towards the harm or abuse of children and young people.
We believe that child safety is everyone's responsibility. All employees, volunteers, contractors and service providers are required to promote a culture of child safety, comply with the Child Safe Standards and other relevant legislation and reporting obligations of suspected child abuse as per the Institute's Child Safety Policy and Procedures.
All employees are required to hold and maintain a current, valid Working with Children Check for the duration of their employment at their own expense.
Candidates for employment at Box Hill Institute will be subject to pre-employment probity checks, and must satisfy Box Hill Institute's pre-conditions for employment.
Box Hill Institute reserves the right to withdraw an advertised position at any stage
Box Hill Institute is a welcoming, safe and respectful work environment. We are work-life friendly and an equal opportunity employer. We encourage people from all backgrounds, abilities and identities to apply for our vacancies.
For specific enquiries relating to this position please contact Neha Mahajan at
*********@boxhill.edu.au
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