Description Overview Our Operations Group delivers customer service excellence for our client and MUFG Pension and Market Services. As a Training Specialist, you will champion high-quality service and support improved member outcomes through effective learning solutions. The role partners closely with the Client Learning Team to design and deliver training, coaching, knowledge management and communication that lifts performance across the Contact Centre and Operations. Melbourne based Hybrid working conditions available Key Accountabilities and main responsibilities Operational Management Design and deliver training and communications on product, process and legislative changes Facilitate blended, competency-based training across systems, processes and customer service Partner with stakeholders to ensure consistent customer outcomes Review and improve training materials to meet brand, legislative and disclosure requirements Develop process documentation and training resources Continuously enhance training programs across Operations Maintain accurate and current knowledge management systems Support change management through training and communication Identify training gaps and improvement opportunities Leverage learning technology to improve efficiency People Leadership Analyse quality and VOC insights to identify learning needs Align training with the quality framework Build capability in coaches and operations staff Support change management through staff communication and engagement Facilitate problem-solving workshops and implement solutions Act as an SME on projects and change initiatives Build strong stakeholder relationships that support team culture and values Experience & Personal Attributes Experience delivering adult learning and coaching, ideally in financial services or customer service Previous team leadership experience Strong communication, presentation and facilitation skills Professional consulting and relationship management capability Proactive, resilient and able to work under pressure Collaborative, solutions-focused and detail-oriented Flexible, adaptable and positive team contributor Strong Microsoft Office skills, including video creation Qualifications Certificate IV in Workplace Training and Assessment (preferred) Relevant tertiary qualification (preferred) RG146 (required) Some of our Employment Benefits Flexible working– enabling our employees to work in the office and at home Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave Employee Recognition Program - to recognise people who are demonstrating our values and Talent Referral Program Salary Sacrificing via Superannuation Employee Assistance Program Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft! Novated Car Leasing Culture at MUFG Pension & Market Services We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential. We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities. How to apply Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role. Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background/police screening check prior to commencement of employment.
