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  • Posting Location: Melbourne, Victoria

  • Posting Location: Sydney, New South Wales

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Description and Requirements

Job Title: Education and Training Lead - HSECi

LOB/Department: Operations

Location: Melbourne (desirable). Applications from other locations welcome. 

Reports to: Service & Optimisation Manager – Hostplus Service Excellence Centre for Insurance (HSECi)



About the HSECi team

MetLife is a leading global life insurer, and the insurance partner for Hostplus, one of Australia’s largest and fastest growing superannuation fund with over $100bn in assets and over 1.8 million members. MetLife have created a market-first service experience for Hostplus that delivers market-leading support and guidance for members for any insurance need they have, with a focus on first-point resolution and making sure the member’s needs are taken care of from beginning to end.



Summary of Responsibilities: 


This role is critical in ensuring that the HSECi team is well-equipped with the skills and knowledge needed to deliver exceptional service to Hostplus members


The Education and Training Lead is responsible for developing and executing comprehensive training strategies, plans and programs to enhance the skills and knowledge of the HSECi team. This role focuses on end-to-end training design, delivery, and continuous improvement to support the strategic goals of the organization, and ensure that HSECi staff are equipped to navigate the right systems and processes to deliver for Hostplus members with efficiency, diligence and skill.



Principal Responsibilities: 


Training Design and Development:


·         Develop a comprehensive training strategy aligned with business objectives and team goals.

·         Leading, developing and implementing strategic plans, identifying training needs, and developing training programs.

·         Develop and implement comprehensive training programs that align with the strategic objectives of HSECi.

·         Design end-to-end training materials including e-learning modules, video tutorials, user guides, and standard operating procedures.

·         Create dynamic and engaging training artifacts to make learning memorable and impactful.

·         Take responsibility for the capability uplift of the team in HSECi

·         Conduct capability assessments of the HSECi team to identify training priorities, skills gaps, and development opportunities within the team, and regularly redesign and update training approaches to target gaps at the team and individual level.

·         Define clear learning objectives, performance metrics, and success criteria for training programs to measure effectiveness and ROI.

·         Determine the skills and knowledge required to support an end-to-end case management model

·         Driving and facilitating the implementation of the L&D Plan to ensure smooth execution with effective outcomes; providing thought leadership around program design and delivery.

·         Monitoring and evaluation of both structured and informal methods used; making continuous improvements in the approach, process and methods as appropriate.


Training Delivery:


·         Develop and execute a multi-faceted training plan encompassing a variety of delivery methods

  • Provide administrative support for the effective management of induction programs including pre induction, during and post induction activities.

·         Facilitate face-to-face and virtual training sessions, ensuring effective delivery and engagement.

·         Lead and engage in training and development initiatives and programs to improve member and industry training services.

·         Lead Train-the-Trainer programs to build internal training capabilities.

·         Coordinate training logistics to ensure smooth delivery of training programs.



Quality Management and Assurance:


·         Develop and implement a robust quality management framework for training programs.

·         Ensure all training programs comply with relevant accreditation and legislative requirements.

·         Conduct regular audits and assessments to ensure the effectiveness and continuous improvement of training initiatives.

·         Monitor training progress, track participation rates, and evaluate learning outcomes to identify areas for improvement and refinement


Stakeholder Management:


·         Build strong relationships with business stakeholders, subject matter experts, and external partners.

·         Collaborate with leadership teams to align training programs with business objectives.

·         Manage training and communication strategies to ensure alignment at all organizational levels.


Project Management:


·         Lead and manage training projects, including strategic and BAU initiatives.

·         Develop detailed project plans, track progress, and manage risks and issues.

·         Ensure seamless transition of training programs from project to BAU operations.


Continuous Improvement:


·         Embed a culture of continuous improvement within the training function.

·         Utilise data and analytics to drive insights and enhance training outcomes.

·         Identify and implement innovative training methods and technologies to improve the learning experience.





Knowledge/Skills/Competencies Required:


·         Training Facilitation: Proven experience in facilitating face-to-face and virtual training sessions.

·         Instructional Design: Expertise in designing and developing training materials and programs.

·         Quality Management: Strong knowledge of quality management systems and continuous improvement practices.

·         Stakeholder Engagement: Excellent communication and interpersonal skills to manage relationships with stakeholders.

·         Project Management: Ability to manage multiple training projects and deliverables.

·         Analytical Skills: Proficiency in using data to analyze training needs and measure outcomes.

·         Change Management: Experience in managing change and embedding new training initiatives.

·         Leadership: Ability to lead and develop a team of training professionals.

·         Technology Proficiency: Familiarity with e-learning platforms, video tutorials, and other training technologies.



Qualifications Required:



·         Minimum 5 years of experience in learning and development, with a focus on training design and delivery.

·         Experience in managing training projects and leading a training team.



·         Relevant tertiary qualifications in Education, Learning and Development, or a related field.

·         Certifications in instructional design, project management, or quality management..


Personal Attributes: 

Positive, optimistic, warm, compassionate, confident, patient, calm, fair, honest, respectful of others, has integrity, open, resilient, strong talker and listener, hardworking, team player, leads by example, encourager, self-motivated, supports change in a positive way, owns their culture. Takes ownership and where needed, leadership



Key Business Relationships:


·         Internal

o    Service and Optimisation Manager

o    HSECi team members

o    Broader Operations team members and leadership

o    Legal and Compliance teams


·         External

o    Fund members

o    Superannuation Trustees and Fund Administrators

o    Members of the life insurance industry



Benefits We Offer

Our benefits are designed to care for your holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer health care coverage for you and your family, insurance discounts for home, car, and pet protection, as well as parental leave. We also provide premium gym membership for you and your direct relatives, volunteer time off, discounts with specific universities, flexible Fridays, connectivity reimbursement, and much more!
About MetLife

Recognized on Fortune magazine's list of the 2023 "World's Most Admired Companies", MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!