Client Services & Support Trainer

Macquarie Group; Indonesia; Hybrid; IDR 300,000,000 - 420,000,000; Full time

Job summary

Macquarie Group is seeking a Learning & Development specialist in Indonesia to design, deliver and assess capability-building initiatives. The role involves facilitating training across various channels and improving learner outcomes through data-driven insights.

Hybrid work arrangements are supported, with a preference for in-office presence at least 60% of the time. Experience with LMS, digital tools, and AI-enabled solutions is advantageous.

Qualifications

• Experience in Learning & Development, Training, Coaching, Facilitation or related capability-building role.
• Experience in environments such as contact centre, customer service, operations or financial services is preferred.

Skills

Learning & Development

Training

Coaching

Facilitation

Capability-building

Tools

Learning Management Systems

AI-driven learning solutions

E-learning platforms

Job description

Experience in Learning & Development, Training, Coaching, Facilitation, or a related capability-building role (experience within a contact centre, customer service, operations or financial services environments is preferred)

Outstanding presentation and facilitation skills, with the confidence to engage diverse audiences in both virtual and classroom settings

Strong analytical and problem-solving skills, with the ability to use data and insights to identify learning opportunities and measure training effectiveness (i.e. Get Help volume, resolution rate, quality scores (including QLs), transfers, repeat interactions, error rate and AHT)

Experience designing, developing and maintaining learning content that is accurate, engaging and compliant

A continuous improvement mindset, with a passion for innovation and finding better ways to support learner outcomes

Strong communication skills with the ability to clearly convey complex information (Experience delivering training across both voice and digital/chat channels preferred)

Flexibility to work in a hybrid environment, including a minimum of 60% attendance in the office

• Exposure to learning management systems, digital learning tools, AI-driven learning solutions or e-learning content creation platforms is desirable.

Experience in Learning & Development, Training, Coaching, Facilitation, or a related capability-building role (experience within a contact centre, customer service, operations or financial services environments is preferred)

Outstanding presentation and facilitation skills, with the confidence to engage diverse audiences in both virtual and classroom settings

Strong analytical and problem-solving skills, with the ability to use data and insights to identify learning opportunities and measure training effectiveness (i.e. Get Help volume, resolution rate, quality scores (including QLs), transfers, repeat interactions, error rate and AHT)

Experience designing, developing and maintaining learning content that is accurate, engaging and compliant

A continuous improvement mindset, with a passion for innovation and finding better ways to support learner outcomes

Strong communication skills with the ability to clearly convey complex information (Experience delivering training across both voice and digital/chat channels preferred)

Flexibility to work in a hybrid environment, including a minimum of 60% attendance in the office

• Exposure to learning management systems, digital learning tools, AI-driven learning solutions or e-learning content creation platforms is desirable.