Technical Capability Specialist

4 weeks ago

Sydney, Australia Resolution Life Full time

Technical Capability Specialist

**At Resolution Life, we're proud to have evolved into a global business under the Resolution Life name. For customers, advisers, companies and the industry. We're making an impact worldwide**

Resolution Life Group is a global life insurance group focusing on the acquisition and management of in-force life insurance policies. With assets of $31 billion and 1.5 million customers, Resolution Life are providing existing customers with life insurance, super and investments.

**Why us?**

**Our platform vision is to be the leading in-force specialist life-insurer in Australasia by 2024, by being customer-obsessed and data-driven.**

We are one of the first life insurers globally to operate in an entirely Enterprise Agile environment. The strategic priorities of the platform are focused on ensuring the business is future-fit and sustainable, and to grow through bolt-on acquisition of in-force portfolios. We are guided by core behaviours that inform the way Resolution Life team members show up each day and interact with others.

**The Opportunity**

We have an exciting opportunity for a talented Technical Capability Specialist to join our team on a full-time 16-month contract. In this role you have the opportunity to work from home, with a requirement to attend the office on request to deliver training and connect with colleagues.

Our Chapter is on the hunt for a talented Technical Capability Specialist to join us and help build product and process capability in Customer Engagement. We're looking for someone with a creative flair for designing engaging learning material, an understanding of learning styles, knowledge retention strategies, and training delivery methods to cater to the learner. In this role, you'll also to assess and manage change, engage with stakeholders, and tailor communications and training to meet specific needs. You'll also demonstrate a strong understanding of data, produce insights, and proactively identify and design improvements with a digital-first mindset.

The purpose of the Technical Capability Specialist is to:

- Provide the technical and product capability required to support the delivery of the highest possible customer experience through Customer Engagement
- Develop and deliver digital or multi-product capability across Customer Engagement to enable deeper, more meaningful conversations with our customers.
- Champion change and manage impacts to Customer Engagement from initiatives, process improvement and broader change management activities.

**Your Story**
- Design, develop and deliver product and technical training and knowledge management materials required by the Customer Engagement.
- Providing the technical and product capability uplift across the Customer Engagement.
- Provide expertise to technical and product related complaints and issues.
- Ensure that common processes across multiple product areas remain consistent and up to date.
- Implement all Customer Engagement specific changes.
- Represent Customer Engagement on initiatives and assist with the correct identification of impacts and change delivery.

**Key competencies required**
- Creative flair for designing engaging learning material.
- Understanding of learning styles, knowledge retention strategies and gamification.
- Excellent project planning skills to execute new initiatives and ensure key controls are adhered to.
- Great interpersonal skills to work with stakeholders

**Ideal experience**
- Contact Centre training experience (2+ years)
- Demonstrated knowledge across Insurance, Super, Investment and/or Annuities products.
- Cert IV in Training and Assessment preferred, but not essential

**Critical Skills**
At Resolution Life, we have identified the following critical skills which are key to success in our culture:

- Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
- Critical Thinking: Thoughtful process of analysing data and problem-solving data to reach a well-reasoned solution.
- Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
- Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
- Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

**What Will We Do For You**:
Our culture underpins our values and guides our decision making. It's also what makes Resolution Life a great place to work.

Resolution Life Australasia supports virtual working, and our enduring primary place of work continues to be "virtual" with the physical office and home office used interchangeably. We recognise that our workers can contribute and connect equally regardless of where they are located, and we have seen and experienced the wellbeing and benefits that come from working at home. This means some of us work at home most of the time, in the off

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