Technical Knowledge Specialist

2 weeks ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 93825
**Department**: AR Customer Resolution Complaints Resolution
**Division**: Australia Retail
**Location**: Melbourne
About Us
At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role
The Technical Knolwedge Specialist plays a vital role in fostering employee growth and development. The focus of the role is the creation, implementation, and roll out of training programs including both complaints specific and generic training.
**Role Location**: Melbourne
**Role Type**: Permanent, Full time
What will your day look like?
**This role is accountable for**:
**Strategic thinking**: Proactively understanding and identifying the business’s strategic learning requirements and critical capabilities, distilling supportive delivery plans to meet the objectives
**Identify Training Needs**: Collaborating with Team Managers,SMEs and Senior Managers to assess staff skills, gaps, and learning requirements.
**Design Training Programs**: Creating programs tailored to team needs addressing skill gaps and promoting learning uplift and enrichment.
**Content Creation**: Developing learning materials including presentations, eLearning modules, and written guides to meet identified needs.
**Curriculum Development**: Structuring comprehensive, progressive, and engaging learning paths that cover relevant topics and skills.
**Facilitation**: Leading or coordinating in-person or virtual training sessions, workshops, and webinars.
**Blended Learning**: Implementing a mix of on-demand, instructor-led, and peer-learning formats to cater to different learning styles.
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
Experience or understanding of learning need analysis, human centre design, developing and embedding learning and engagement initiatives
Guidance - providing advice, recommendations and thought leadership, based on expertise and experience to address learning and training needs.
Relationship Management - building, maintaining and influencing relationships to achieve mutually beneficial outcomes.
**Communication Skills**: Effective in delivering content and facilitating discussions.
**Project Management**: Ability to manage multiple learning projects simultaneously.
Understanding of dispute resolution and regulatory and risk environment relating to complaint management in banking, including familiarity with relevant regulations, industry standards, and best practices for complaint management.
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So why join us?
From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
Job Posting End Date
23/05/2025, 11.59pm, (Melbourne Australia)

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