Senior Culture and Capability Learning Consultant at Australian Financial Complaints Authority Limited

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

25 Feb, 26

Salary

0.0

Posted On

27 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Learning & Development, Dispute Resolution, Training Programs, Stakeholder Engagement, Communication Skills, Continuous Improvement, Relationship Management, Technical Mastery

Industry

Financial Services

Description

Company Description Fairness feels good Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first. Job Description Help us build technical excellence and capability across AFCA’s case handling teams! We’re seeking a Senior Culture and Capability Consultant to design, deliver, and embed capability uplift initiatives that ensure our people have the technical, procedural, and core skills to deliver exceptional dispute resolution services. This role is pivotal in driving onboarding, technical mastery, and continuous improvement programs aligned with AFCA’s strategic objectives and culture. This role will join a newly formed team committed to a centralised approach on capability uplift among our case workers. We are looking for someone who deeply understands the ‘art of learning’, and isn’t afraid to show us a new way forward. What you’ll do: Conduct learning needs analysis to identify skill gaps and align solutions with business goals. Design and deliver technical training programs and learning pathways for case handling teams. Oversee onboarding programs and induction for new starters. Develop career maps and progression pathways to support growth. Facilitate advanced technical and dispute resolution training. Partner with leaders to embed capability initiatives into BAU workflows. Monitor and evaluate training effectiveness using data-driven insights. Build advanced reporting solutions to measure success and inform leadership. Qualifications What you’ll bring: Significant experience in Learning & Development, capability building, or similar roles. Strong understanding of dispute resolution processes (preferred). Experience in administering learning management systems. Excellent facilitation and communication skills. Ability to design and implement scalable learning programs. Strong stakeholder engagement and relationship management skills. Ability to manage competing priorities and deliver outcomes in a dynamic environment. A continuous improvement mindset and passion for innovative learning solutions. Additional Information To apply Don’t meet every single criterion but feel you have the attributes to be successful in this role? If so, then we encourage you to apply. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply. We strive for a fair, inclusive, and accessible recruitment experience. If you have specific requirements, please contact the recruiter managing this process. For transparency, we ask that you inform your leader when applying. Applications close TBD

Responsibilities

Design, deliver, and embed capability uplift initiatives for case handling teams. Conduct learning needs analysis and develop training programs to enhance technical and procedural skills.