Learning & Development Specialist

Global Insurance company based in Takapuna
- Flexible hybrid work practices, learning on-demand, inclusive leadership
- Be part of a culture that enables and empowers you to make an impact

Help us revolutionise the way we learn and grow by taking ownership of the full learning cycle for our operations team and more

**About the role**

Learning and Development is about creating a culture of continuous learning and growth that enables our people and business to constantly evolve and develop. Reporting into our Head of Operations, this standalone role will encompass all facets of learning and development. Working as a business partner you’ll understand the organisation strategy and future capability needs to identify learning priorities across the organisation. The primary focus of this role is to support the growth and development of our customer care and claims teams to ensure we are providing the technical and soft skills to be a leader in our industry. The role will support the business and its partners through change initiatives by producing learning and development materials; reviewing and updating existing training structures; rolling out and presenting global or regional training initiatives to the broader business (where applicable). It will also be involved in completing global and local reporting requirements for the New Zealand business unit.

As a proven learning and development professional, you will evaluate training initiatives for impact, define the current and future skill requirements to create impactful learning environments where our people can continuously develop to be their best. You will utilise key inputs from feedback (from multiple sources), audit and Net Promoter Score results to drive improvements throughout our organisation.

This position will:

- Manage the training function, identify training needs, coordinate training primarily across the claims and customer care teams and manage the overall technical and soft training requirements, providing training support and delivery to meet key business needs.
- Ensure skill and competency gaps are identified and communicated with team leaders.
- Work closely within teams to establish relationships, monitor trends and proactively identify learning needs.
- Deliver training, such as soft skills, where required.
- Deliver training to the broader business (where applicable) to support Global & Regional training initiatives and roll-outs.
- Advise on technical training policy and participate in the development of technical training material to enable training needs to be met.
- Manage the creation and delivery of a range of materials to meet a portfolio of training needs including induction, coaching supervisors, training in small groups or self-paced learning and on focusing a customer focused approach for our teams.
- Record/register all training and attendances and complete all global and local reporting requirements.
- Evaluate training initiatives undertaken.

**Important to your success**:

- At least two years’ graduate experience in learning and development delivery
- Prior experience working across the full learning cycle from determining capability gaps through to the design and facilitation of learning programs via varying methods (face to face training, workshops and e-learning)
- Demonstrated experience in designing and developing engaging training content
- Strong interpersonal skills, including excellent public speaking and demonstrated ability to deliver motivating, engaging, and inspiring training to a variety of audiences
- Adept at building strong relationships across a diverse group of people and possess indirect influencing skills to drive results
- Strong organisational, planning, project management, multi-tasking, problem resolution, presentation, facilitation, influencing and a solution based mind-set required
- Self-starter with strong sense of ownership and ability to work autonomously
- Comfort reaching across team boundaries to collaborate and engage constructively to achieve high quality outcomes
- Demonstrated ability to identify business learning needs and develop strategies and associated plans
- Solid understanding of Learning Management Systems and responding to frontline queries;
- Previous experience in the insurance industry and call centres would give you an advantage - but is not compulsory for the role.

**Other skills and experience may look like this**:

- Adaptable to the different development styles of individuals
- Entrepreneurial and strong leadership competency
- Passion in activities and creativities
- Strong written and oral communication skills
- Intermediate computing skills in MS Office Suite
- Is passionate about providing a great customer experience; and
- Has demonstrated track record of performance against targets/deadlines/goals/KPIs.

This is a great opportunity for you to come in, reinvigorate and really take ownership of this crucial function within our business. We want som