Team Leader – Operational Support Training

About the role

RAC is seeking a Team Leader to head its Operational Support Training function within the Insurance Claims division. You will be responsible for building capability across back‑office teams, ensuring staff have the knowledge and confidence to deliver exceptional service.

Key responsibilities

• Lead, coach and develop a team of Operational Support Trainers.
• Manage the full training lifecycle from design to evaluation and continuous improvement.
• Deliver and enhance onboarding, induction and upskilling programmes.
• Use performance data and business insights to identify capability gaps and measure training effectiveness.
• Partner with operational leaders, subject‑matter experts and project teams to align learning solutions with changing business needs.
• Maintain up‑to‑date training content, knowledge resources and documentation.
• Support organisational change by preparing teams for new processes and ways of working.
• Plan team resources to meet operational demand while delivering high‑quality learning experiences.

Required profile

• Proven experience leading or coaching a training team in a fast‑paced operational environment.
• Strong facilitation skills and knowledge of adult learning principles.
• Operational experience in insurance, financial services or another regulated industry.
• Ability to build trusted relationships and influence stakeholders at multiple levels.
• Strong analytical ability to interpret performance data and identify improvement opportunities.
• Excellent planning, organisation and prioritisation skills.
• Experience with learning technologies, knowledge management systems and Microsoft Office.
• Certificate IV in Training and Assessment (TAE) is desirable.

Required skills

• Microsoft Office
• Learning technologies

What we offer

• A workplace culture where people feel valued, respected and empowered.
• Flexible work arrangements to suit personal needs.