Training Specialist

**Overview**

The Training Specialist is responsible for the facilitation of training programs across the contact centre team.

The primary purpose of this role is to work closely with the Head of Service Excellence, Contact Centre Team Leaders and Quality Specialists to develop and conduct training, coaching, knowledge management and communication to improve internal employee performance across Contact Centres.

The role will lead and drive delivery of training programs for the contact centre, supported by Quality Specialists and Team Leaders. The role will also be responsible for all training facilitation and coordination

**Key Accountabilities and main responsibilities**

Strategic Focus
- Drive delivery of quality training programs that provide teams with the skills to perform their roles.
- Deliver and champion continuous improvement initiatives to ensure that best practice is incorporated into the business
- Build capability across contact centres and aligned with our strategic goals.
- Establish and maintain strong working relationships with key stakeholders, to ensure the delivery of customer centric solutions.

Operational Management
- Work in partnership with key stakeholders to discuss, prioritise and implement training across operations teams.
- Assess and evaluate the effectiveness of training on meeting business needs.
- Engage with key stakeholders to ensure training materials and delivery remains accurate and appropriate. This will typically include:

- Producing custom training contents that could include training guides, on boarding sites, presentation packs, process maps, checklists, cheat sheets, learning aids, surveys, feedbacks, assessments, etc.
- Ensuring training materials are kept up to date with legislative, client and organisational changes and meet the risk & compliance requirements
- Audit and improve training material, in line with brand guidelines, disclosure documents and legislation
- Work closely with the Client to design, develop and deliver training and communication on product, process, and legislative changes for Contact Centre
- Facilitate engaging and effective blended competency-based training including technical, systems, induction, process, administration, soft skills and customer service for internal staff
- Monitor and update existing training folders, knowledge management systems and other leaning collateral, ensuring accuracy and currency
- Work with other internal teams to identify training gaps and improvement initiatives

People Leadership
- Align training and processes with the existing quality framework
- Lead and support the Quality Specialist to provide feedback, coach, support and develop their capability in coaching and training delivery
- Support in driving the maintenance and frequent updates to the team skill matrix, training plans and records

Governance & Risk
- Ensure adherence to legal and regulatory requirements.
- Support Link Group assurance programs that deliver effective risk management and compliance practices.

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

**Experience & Personal Attributes**
- Prior experience in the development and delivery of effective training in adult education and coaching, preferably in Financial Services and or Customer Service
- Excellent written and verbal communication, and strong presentation skills
- Ability to consult professionally, develop and maintain professional internal and external working relationships
- Ability to work under pressure, use initiative, be self-motivated, proactive, and resilient
- Proven performer individually and in a team environment
- Be creative and solutions orientated with high attention to detail, using a variety of medians
- Flexible and adaptable with a positive collaborative approach to teamwork
- Excellent Microsoft Office Suite skills including video creation
- Excellent facilitation skills with the ability to engage and captivate an audience.

**Qualifications**:

- Certificate IV in Workplace Training and Assessment preferred.
- Tertiary qualification in related areas preferred.
- RG146 required

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompa