Coaching and Knowledge Management Specialist

**Take hold of a monster opportunity and join our Member Insurance and Claims team as a Coaching and Knowledge Management Specialist. If you’re a good fit for this role and live in Brisbane, we’d love you to apply.**

**Why join us?**
- You'll get 14% super as standard, to help your future come alive.
- Unleash your potential and build a career to be proud of through excellent training and development opportunities.
- Balance your work between in-person days at our purpose-built hubs and working from home.
- In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

**About the role**

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a **Coaching and Knowledge Management Specialist**, you will be responsible for delivering the coaching and on the job training to new and existing team members and supporting the uplift of people capability across Member Insurance & Claims.

The primary focus of this role is to support the development and growth of the team members within Member Insurance and Claims, ensuring customer service standards and value provided to our members is achieved. The role is also responsible for developing and maintaining procedures and processes within relevant systems.

Day to day, you'll:

- Deliver on the job training and coaching in line with ART frameworks across different modes, including face-to-face and virtual sessions, with a focus on positive and engaging learning experiences
- Create and update knowledge articles that align to best practice and ensuring that content is up to date and relevant
- Identifying any knowledge gaps and developing solutions to address these gaps
- Working closely with stakeholders to ensure training and knowledge management is consistent and aligned to divisional strategy and objectives
- Providing timely feedback and coaching to uplift customer experiences and embedding newly acquired skills.

This role is permanent opportunity.

**About you**

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

- A genuine passion for customer service and the ability to inspire others to deliver outstanding customer experiences.
- Experience in delivering training and workplace coaching.
- Strong interpersonal skills with demonstrated ability to maintain productive working relationships with peers and other business stakeholders.
- Strong verbal, written and presentation skills, with the ability to adapt communication to different audiences.
- Maintains high performance and quality benchmark for others to follow.
- Highly organised, strong time management skills and an ability to undertake a variety of simultaneous tasks to achieve goals.
- Demonstrated ability in interpreting relevant financial and superannuation legislation, regulations and policies and experience in the superannuation, Insurance or Finance industry.
- Strong computer literacy and experience in using collaborative platforms.

**About us**

Our 2.3 million members trust us to take care of almost $300 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

We don’t want to leave you with a monstrous wait. So, you’ll hear from us after the closing date to find out whether you’ve made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different. It’s why we're part of the Circle Back Initiative.