Training Specialist

About the role:

This role exists to constantly lift the capability of our brokers and our corporate team to be able to operate productively/efficiently/safely, particularly but not exclusively through their full utilisation of our technology (MyCRM + Other) and other best practice processes/ tools/ frameworks we may choose to train people to use.

This role has responsibility for your state across all service plans to:

• Facilitate a brilliant induction training experience for all new Agreement Holders, Loan Writers, Ops Managers, and CSMs. The Training Specialist will work with State teams to provide practical support to brokers as they adopt MyCRM and other platform features and migrate their customer data to the platform, supporting them through to lodgement of their first deal.
• Facilitate both face-to-face and virtual training to deliver on the Go to Market roadmap for your state, ensuring you train the corporate team before the network, so they are skilled/equipped to support and embed Go to Market within their portfolio.
• Deliver other training from time to time as identified/prioritised at a state and/ or national level (in line with agreed training roadmap)
• Update any training modules/materials you may be assigned to review from time to time (part of the National team/sharing this workload to drive efficiency and currency of materials)

You will be required to -

• Become an expert in the functionality of our CRM - MyCRM and other associated technologies.
• Provide support and training for our state sales team and brokers on MyCRM and other broader platform features in their business, including how to implement key features into their specific operating rhythms/processes.

You will not be required to design/develop your training materials - these will be supplied (along with regular ‘Train the Trainer’ sessions) from the Broker Education Design Team to ensure best practice design, efficiency for the state training specialists, and consistency of delivery between states.

Duties and Responsibilities:

• Deliver training in line with the agreed roadmap/priorities across all service plans, agreed content areas, and ensure any relevant corporate team members in your state are trained before the network. Training includes but is not limited to:
• Induction
• Go to Market/new features & functionality
• The LM Way/Blueprint/MyCRM way
• Existing network - refreshers/updates/driving adoption and utilisation
• Corporate - new features/changes and regular refreshers/uplifts, and new starters to the team/business
• Deliver training in a consistent way in line with provided materials/courses from the National learning design team.
• Deliver training in a differentiated way for various service plans/business types (eg, consider large group v small group, face-to-face v online, live v pre-recorded, etc) to drive greater adoption & utilisation, and confidence in using our technology and recommended processes.
• Work with the Network Support Manager and Broker Education Operations Team to schedule all relevant training as agreed, ensure clear communication & any prework is sent out, and program evaluations are administered and reported on.
• Work with the National Training Lead (part of National Learning Leadership Group) & State Director to influence & agree training needs and priorities.
• Attend regular ‘Train the Trainer’ (run by the Broker Education Design Team and other SME’s) to develop own competency and learn how to train various modules/courses in a consistent best practice way.
• Update any training modules/materials you may be assigned to review from time to time (part of the National team sharing this workload to drive efficiency and currency of materials).
• Consult and problem-solve with Businesses and Brokers, helping them implement and succeed with software tools, and grow feature utilisation as new features become available.
• Provide support to the sales team relating to the optimisation of all platform features and services relating to MyCRM into Broker businesses, including how to implement key features into their specific operating rhythms/processes.
• Regularly provide feedback and identify training needs from brokers/training to the National Training Lead, Product Team, and the Broker Education Design Team to inform future training build, product and process enhancements, and prioritisation.
• Ensure you are constantly improving as a trainer and addressing any feedback received, improving competency as a trainer to deliver best practice learning experiences.
• Maintain and continuously develop your proficiency in agreed priority areas (MyCRM/other tech/LM way/all promises, etc), current and developing at all times. Keep abreast of Brokerversity and what content is available on there that you can link to/refer brokers and colleagues to.
• Be an active member of the State Team - collaborating to deliver on the state strategy and growth plan/targets.

Skill and experience required:

• A deep understanding of the finance broking industry, along with a passion for technology platforms that enable broker business success.
• A minimum of 3 years of experience in delivering exceptional customer experience, ideally of a technical/analytical nature.
• Cert IV in Workplace training & assessment (or equivalent adult education qualifications) - and or attainment of this in the next 12 months.
• Lean Six Sigma yellow belt is highly desirable.
• Solid understanding of brokers/broker businesses and processes to be able to provide practical support.
• Excellent written, verbal, and interpersonal communication skills with proven ability to present clearly and concisely at an individual and group level.
• Critical thinker with innovative problem-solving skills.
• Strong organisational and time management skills.
• Outstanding written, verbal, and interpersonal communication skills.
• Proven ability to quickly understand the business operation and decision-making processes with a history of producing targeted and tangible results by enabling an effective and efficient workforce.
• Demonstrated inclusive, collaborative, and engaging approach, including the ability to consult, facilitate, negotiate, and influence with a broad range of people at all levels in a medium-sized corporate environment.