Training & Knowledge Management Specialist

2 days ago

Melbourne, Victoria, Australia Vanguard Australia Full time $70,000 - $120,000 per year

The Training & Knowledge Management Specialist sits within the Client & Adviser Services function and ensures contact centre agents and crew have the skills, knowledge, and resources to deliver exceptional service.

The role designs and delivers training programs, manages the knowledge base, and partners with stakeholders to maintain consistent, accurate information across channels. Scope includes Superannuation, Direct Investments, Retirement, and Platform, with a strong focus on service quality, regulatory compliance, operational effectiveness, and AI-enablement.

**This hybrid role (in office Tues-Wed-Thurs) is based in Melbourne, AU**

Core Responsibilities:

Training & Development

  • Design, deliver, and evaluate onboarding and upskilling programs for contact centre teams.
  • Develop blended learning content (classroom, e-learning, microlearning) aligned to adult learning principles.
  • Partner with Team Managers and QA to identify skill gaps and implement targeted training.
  • Track training effectiveness and maintain compliance records, including RG146 certifications.

Knowledge Management

  • Own and maintain the knowledge base, ensuring accuracy, usability, and governance standards.
  • Collaborate with SMEs to translate complex information into clear, agent-friendly content.
  • Align agent knowledge with customer-facing content and digital channels; monitor usage and feedback for continuous improvement.

Operational Support & AI Enablement

  • Act as SME for training platforms and knowledge tools; drive adoption of AI tools and LMS usage.
  • Optimise content for AI-Copilot tools and automation to enhance frontline support.
  • Provide reporting on training outcomes and knowledge base utilisation.

Stakeholder Engagement & Change Management

  • Partner with business leaders and product owners to align enablement initiatives with strategic priorities.
  • Support readiness during product launches, system upgrades, and policy changes.

Qualifications & Experience:

  • Experience in contact centre training, knowledge management, or learning & development.
  • Strong facilitation, coaching, and content design skills.
  • Familiarity with knowledge management tools
  • Understanding of adult learning principles and instructional design.
  • Ability to analyse data and measure training/knowledge effectiveness.
  • Strong stakeholder management and collaboration skills.
  • Industry knowledge in Superannuation, Managed Funds, ETFs, and Advice is highly valued.
  • Familiarity with AI tools and digital enablement is desirable.

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