EL1 Assistant Director (Learning and Development)

About this role

As an Executive Level 1, you will lead the delivery of learning and capability initiatives across the Contact Centre, overseeing a team responsible for designing, delivering and continuously improving learning solutions in a complex, high-volume service delivery environment.

This role supports staff operating in fast-paced and at times psychosocially demanding environments, and contributes to building capability, confidence and resilience across frontline teams. It requires strong organisational skills, sound judgement, and the ability to respond to competing priorities.

Responsibilities of the EL1 Assistant Director may include: • Oversee a team responsible for delivering learning activities across the Contact Centres, setting priorities, managing performance, and fostering a strong learning culture through communications, resources and advice. • Undertake project management of induction and initial training for high volumes of new staff as part of the branch’s high-volume recruitment strategy. • Work with stakeholders to identify capability gaps, understand underlying development needs and contributing factors, and design effective learning and development strategies and solutions. • Design and develop core curriculum products and broader learning programs to build workforce capability in a service delivery environment. • Provide leadership in translating government policies into practical strategies and approaches that support employment services objectives. • Apply policy, procedures and governance frameworks to support consistent delivery and continuous improvement of the Learning and Development function. • Use data, evaluation and feedback to assess effectiveness and drive improvements in learning approaches and outcomes. • Oversee the planning and delivery of learning activities, including project management, resource coordination, and the effective use of procurement, technology and learning design, while monitoring progress and supporting staff capability development.