Company Description
We're one of Australia's most trusted brands and proudly member owned, with our people and community at the heart of everything we do. From our legendary Roadside assistance to electric vehicle charging networks, the NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruising.
That's why a career with us means creating the future you want, while helping the NRMA Group to keep moving Australia forward. Together, we can make a difference.
Job Description
We're excited to offer a newly created Training & Knowledge Lead opportunity within our Roadside Contact Centre & Distribution team.
Based at Sydney Olympic Park with a hybrid working model (typically two days in the office), this leadership role reports to the Planning, Implementation & QA Manager and leads a high-performing group of Trainers, Knowledge Specialist and QA teams.
This role will play a key part in elevating frontline capability, coaching practices, knowledge management and operational readiness. You'll partner closely with business leaders and stakeholders to identify capability gaps, improve learning outcomes, build future-focused frameworks and support the adoption of AI and emerging technologies across the customer service environment.
If you're passionate about developing people, driving continuous improvement and creating engaging learning experiences, we'd love to hear from you.
What You'll Do
Lead, coach and develop a high-performing team of Trainers and Knowledge Specialists and our QA team
Partner with stakeholders to identify capability and performance improvement opportunities
Review,



enhance and modernise training content and learning frameworks
Build coaching capability across leaders and frontline teams
Drive onboarding, upskilling and ongoing development programsOversee knowledge management and continuous improvement initiatives
Support operational readiness for new systems, processes and projects
Champion the use of AI, automation and digital tools to improve learning and performance
Manage knowledge platforms and learning technologies, including Articulate 360, SharePointand any future platforms
Use insights and data to improve capability, engagement and business outcomes
What You'll Bring
Experience leading learning, training, capability or knowledge management teams
Proven leadership experience with coaching and developing people
Strong stakeholder engagement and influencing skills
Experience designing, implementing and evaluating learning solutions
Excellent facilitation, communication and presentation skills
Strong planning, organisation and project management capability
Experience driving continuous improvement and change initiatives
Confidence working with digital platforms, systems and collaboration tools
Strong analytical and problem-solving skills
Desirable
Qualifications in teaching, training,



adult learning or a related discipline
Teaching, training or adult learning qualifications
Contact centre or customer operations experience
Experience coaching leaders, trainers and frontline teams
Knowledge management platform experience
Exposure to AI, automation and digital enablement initiatives
Change management or project delivery experience
What's In It for You?
At the NRMA we aren't just about discounts (although you do get these too). We offer perks to help make work and life just right for you!
Progressive flexibility, leave and well-being benefits to balance all of life's priorities
Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts
Complimentary My NRMA membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
Discounts on a range of NRMA personal insurance products including car, home & travel
Grow, progress or relocate your career and move around the NRMA Group or different locations with us.
Know Your Belong
We're for inclusion, diversity and representing the members, guests, customers and communities we serve. That's why we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team
As part of our recruitment process, successful applicants will be required to complete pre-employment checks.
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📌 Training And Knowledge Lead (Sydney)
🏢 Nrma
📍 Sydney