About the Role
The Senior Manager, Learning and Capability, is a critical leadership role responsible for the strategic development and execution of the training strategy for the Sales and Service division. This position oversees the delivery of comprehensive learning programs, ensuring the achievement of training targets and learning objectives for both onshore and offshore teams. The Senior Manager leads a dedicated team of Learning and Capability Specialists and Coordinators, fosters strong stakeholder relationships, and drives continuous improvement in capability development to support business goals.
Position Accountabilities
In this role, you'll lead with purpose and deliver with impact. Your key responsibilities will include:
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Owning the S&S Training Strategy: Lead the development, implementation, and continuous refinement of the Sales & Service-learning strategy, ensuring it aligns with our broader business objectives and capability requirements
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Driving Results: Define and achieve key training targets and learning objectives, ensuring every learning initiative translates into enhanced performance and improved customer outcomes.
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Leading a High-Performing Team: Provide strong leadership, mentorship, and support to your direct reports, including Learning & Capability Specialists and the S&S Training and Capability Coordinator.
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Supporting Offshore Delivery: Oversee the delivery of bespoke training programs for our offshore S&S teams, ensuring consistent quality and impact across all locations.
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Collaborating Globally: Work closely with Learning & Capability Specialists based in South Africa, fostering seamless collaboration and knowledge transfer.
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Building Stakeholder Relationships: Cultivate and maintain strong relationships across S&S and the broader business, gathering input on upcoming initiatives, projects, and evolving training needs.
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Translating Insight into Action: Convert stakeholder input and business requirements into actionable learning strategies and programs.
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Reporting on Impact: Regularly report back to the business on training engagement, performance metrics, and the measurable impact of learning interventions.
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Championing Continuous Learning: Foster a culture of continuous improvement within the S&S division, identifying innovative learning solutions and enhancing design, delivery, and evaluation processes.
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Ensuring Compliance: Ensure all learning initiatives comply with regulatory requirements, internal policies, and best practice standards.
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Managing Resources Effectively: Oversee L&C resources to ensure coverage of all planned training programs.
What experience you’ll bring;
Essential
- Demonstrated experience establishing and leading a Capability function.
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Proven facilitation skills for delivering engaging learning experiences both in-person workshops and virtual environments.
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Strong stakeholder engagement skills, with the ability to build effective relationships and translate needs into learning solutions.
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Excellent written and verbal communication skills, with the ability to articulate concepts clearly and collaborate across diverse teams.
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Demonstrated ability to manage workload, adapt to changing priorities, and work collaboratively.
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A proactive and curious mindset, with a genuine commitment to continuous personal and professional development.
- Certificate IV in Training and Assessment (TAE40116 or equivalent).
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Prior experience within Banking, Finance, or Insurance.
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Experience in a dynamic service operations environment.
The Benefits of working with us;
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Flexible Location – Work from our Toowong, Kawana or North Lakes offices.
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Extra leave - enjoy a paid 'ME' day and one paid volunteer leave day each year, plus the option to purchase up to two additional weeks of leave
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Paid parental leave - We support our new parents with paid parental leave and other benefits.
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Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.
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Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
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Employee discounts - You’ll receive discounts on Budget Direct insurance products.
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Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
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Onsite facilities - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
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Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
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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.
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! If this sounds like you, apply today.
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.
POSITION ACCOUNTABILITIES
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Lead the development, implementation, and ongoing refinement of the Sales and Service training strategy, aligning with overall business objectives and capability requirements.
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Define and achieve key training targets and learning objectives, ensuring all learning initiatives contribute to enhanced performance and customer outcomes within Sales and Service.
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Provide strong leadership, guidance, and support to direct reports, including the Sales and Service Learning and Capability Coordinator and Learning Specialists.
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Oversee the effective delivery of bespoke training programs for offshore Sales and Service teams, ensuring consistent quality and impact.
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Liaise closely with and provide support to Learning Specialists based in South Africa, facilitating seamless collaboration and knowledge transfer.
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Cultivate and maintain robust relationships with key stakeholders across Sales and Service and the broader business to gather input on upcoming initiatives, projects, and evolving training needs.
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Translate stakeholder input and business requirements into actionable learning strategies and programs.
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Regularly report back to the business on overall training engagement, performance metrics, and the measurable impact of learning interventions.
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Ensure all learning initiatives comply with regulatory requirements, internal policies, and best practice standards.
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Champion a culture of continuous learning and development within the Sales and Service division, identifying and leveraging innovative learning solutions; including continuous improvement in learning design, delivery and evaluation processes to maximise effectiveness and efficiency
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Manage the Learning Lab resources allocated to ensure coverage of the planned training programs.
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Take all reasonable directions from leaders to comply with the organisation’s workplace health & safety (WHS) protocols. WHS is everyone’s responsibility.
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Any other ad hoc duties as reasonably directed by your leadership team.
The Senior Manager, Learning and Capability, is a critical leadership role responsible for the strategic development and execution of the training strategy for the Sales and Service division. This position oversees the delivery of comprehensive learning programs, ensuring the achievement of training targets and learning objectives for both onshore and offshore teams. The Senior Manager leads a dedicated team of Learning Specialists and Learning and Capability Coordinator/s, fosters strong stakeholder relationships, and drives continuous improvement in capability development to support business goals.
