Head Of Learning And Development
vor 4 Wochen
Training & Development (Human Resources & Recruitment)
Full time
More ( and Tangerine ( are two fast-growing challenger brands in the telecommunications space.
Offering nbn, mobile, and fixed voice products to both consumers and small businesses right across Australia.
Head office is based in Melbourne with customer support, technical support, and sales operations in Manila.
With our continued rapid expansion, we're on the lookout for a Head of Learning & Development.
As the Head of Learning & Development at More Telecom and Tangerine Telecom, you'll be joining a multi-award-winning company.
We were certified as a 'Great Place to Work' in 2023, and we were named Smart50 Workplace Winners for our inventive approach to people and culture.
We take pride in creating a workplace that values simplicity, transparency, and customer support.
We've also won numerous industry awards and are in the AFR Fast 100 for 2023.
We're also proudly part-owned by the Commonwealth Bank of Australia (CBA) having acquired a stake in mid-2021, that delivers special benefits for CommBank customers and staff.
ABOUT THE ROLE:
As the Head of Learning and Development, you will be responsible for leading the strategy and execution of all learning and development initiatives with an offshore team.
You will design and implement programs that enhance employee skills, performance, and career growth, as well as educate team members on company products, policies, and key industry compliance obligations.
This role requires a visionary leader with a passion for developing talent and fostering a culture of continuous learning.
RESPONSIBILITIES:
Develop and execute a comprehensive learning and development strategy aligned with the company's goals.
Lead the design, delivery, and evaluation of face-to-face training programs, workshops, and e-learning courses.
Assess organisational educational and development needs and create tailored learning solutions.
Collaborate with senior leadership to identify and address skill gaps and development opportunities.
Stay up to date with key telco industry developments that impact training needs, including changes to company products, telco regulations, and customer feedback.
Manage HR compliance training for all Australian-based employees.
Ensure alignment between Australian and Manila training programs.
Monitor and evaluate the effectiveness of learning programs, making data-driven improvements.
Design and implement a system to capture employee training records.
Create and maintain training programs and procedures for the Company.
Review annually to ensure compliance with industry and legal requirements.
Leverage AI contact centre insights to automate agent scorecards, monitor compliance, identify trends, and suggest improvement opportunities.
Oversee the development and lifecycle management of knowledge articles, optimised for AI ingestion.
Foster a culture of continuous learning and professional development across the organisation.
Stay current with industry trends and best practices in learning and development.
Manage the L&D budget and relationships with vendors and consultants.
Oversee the onboarding and upskilling of all contact centre agents.
Preparedness to travel to Manila for work (approx.
4 trips per year for at least a week at a time).
QUALIFICATIONS:
Experience
Bachelor's degree in Human Resources, Education, Organisational Development, or a related field.
Certification in learning and development (CPLP, ATD etc).
Extensive experience in learning and development, with a proven track record of designing and implementing successful programs.
Current knowledge of effective learning and development methods.
Familiarity with e-learning platforms and practices.
Experience in project management and budgeting.
Proficient in MS Office and Learning Management Systems (LMS).
Experience working within the Telecommunications industry essential.
Skills
Excellent communication and negotiation skills; sharp business acumen.
Ability to build rapport with employees and vendors.
Strong strategic thinking and problem-solving abilities.
Proficiency in learning management systems (LMS) and e-learning platforms.
Ability to analyse data and metrics to measure the effectiveness of learning initiatives.
Strong organisational skills with the ability to manage multiple projects simultaneously.
THE PERKS
Apart from a great company culture, we offer you:
Free home internet & mobile phone plan Ongoing learning and development opportunities $150 voucher of your choice and a day off to celebrate your birthday.
Work anniversary prizes Positive Customer Feedback & Employee Shout Out prizes.
AFL and BBL season tickets Samsung product discounts through our partnership Partnerships with reputable charities, namely, Telco Together and Pancare Our famous Christmas party (it's a big deal)
If you are passionate about providing exceptional customer experiences and want to join a dynamic and growing company, submit your application today
*Only shortlisted applicants will be contacted.
Your application will include the following questions:
Which of the following statements best describes your right to work in Australia?
How many years' experience do you have as a Learning and Development Role?
How many years of project management experience do you have?
How many years' experience do you have in a training & development role?
What's your expected annual base salary?
Have you completed a qualification in human resources (HR)?
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