What role will you play?
As a CS&S Trainer, you will be responsible for designing, facilitating, and continuously enhancing data-led training programs that support the onboarding, development, and ongoing capability building of Client Service and Support employees. You will work closely with leaders and operational stakeholders, you will assess learning needs, monitor performance outcomes, and identify opportunities to enhance capability through coaching, training interventions, and continuous improvement initiatives. You will observe employees in live and simulated environments, provide meaningful feedback, and partner with managers to support performance uplift and long-term development. This position is full time and to be based out of Melbourne.What you offer
- Experience in Learning & Development, Training, Coaching, Facilitation, or a related capability-building role (experience within a contact centre, customer service, operations or financial services environments is preferred)
- Outstanding presentation and facilitation skills, with the confidence to engage diverse audiences in both virtual and classroom settings
- Strong analytical and problem-solving skills, with the ability to use data and insights to identify learning opportunities and measure training effectiveness (i.e. Get Help volume, resolution rate, quality scores (including QLs), transfers, repeat interactions, error rate and AHT)
- Experience designing, developing and maintaining learning content that is accurate, engaging and compliant
- A continuous improvement mindset, with a passion for innovation and finding better ways to support learner outcomes
- Strong communication skills with the ability to clearly convey complex information (Experience delivering training across both voice and digital/chat channels preferred)
- Flexibility to work in a hybrid environment, including a minimum of 60% attendance in the office
- Exposure to learning management systems, digital learning tools, AI-driven learning solutions or e-learning content creation platforms is desirable.
What we offer
At Macquarie, you’re empowered to shape a career that’s rewarding in all the ways that matter most to you. Macquarie employees can access a wide range of benefits which, depending on employment type, include:- 1 wellbeing leave day per year
- Up to 5 additional service bonus leave days per year
- Up to 20 weeks’ paid parental leave for primary caregivers along with 12 days of transition leave upon return to work, and 6 weeks’ paid leave for non-primary caregivers
- 2 days of paid volunteer leave and donation matching
- Up to 12 months’ gender affirmation leave, including 6 weeks’ paid leave
- Access to Employee Assistance Program and wellbeing benefits including skin and health checks, and flu vaccinations
- Access to a wide range of salary packaging options
- Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription
- Hybrid and flexible working arrangements, dependent on role
- Reimbursement for work from home equipment
About Banking and Financial Services
Banking and Financial Services is our technology-driven retail bank. You will be part of a team that supports clients to achieve their full potential - whether that’s buying a home, growing a business or investing to manage wealth.Inclusion at Macquarie
We are committed to providing an inclusive environment for all, where different experiences, skills and perspectives are valued and respected. Macquarie provides access to opportunities for all individuals regardless of race, colour, religion, sex, sexual orientation, national origin, age, disability, protected veteran status, genetic information, marital status, gender identity or any other characteristic or circumstance.
We provide reasonable adjustments to individuals who may need support during the recruitment process and employment. If you require an adjustment, please let us know during the application process.