Head of Technical Training MMH

Role Purpose

To lead the technical training strategy, design, delivery and continuous improvement of learning solutions for the Service environment across Wealth, Collective Investments and Annuities. The role sits within Human Capital and partners closely with Service leadership and business stakeholders to ensure employees have the technical knowledge, confidence and capability required to deliver consistent, world-class service to clients.

The Head:
Technical Training works in close partnership with Product, Governance, Human Capital, Employee Experience and Service teams to ensure technical training content is accurate, current, practical and aligned to business priorities. The role translates product, operational, regulatory and service capability needs into structured learning journeys that are engaging, measurable, quality assured and easy to apply in the flow of work.

• Relevant tertiary qualification in Education, Human Resources, Learning and Development, Psychology, Business, Digital Learning or a related field. A postgraduate qualification will be advantageous.
• Minimum of 8 years’ experience in learning and development, technical training, capability development, digital learning, instructional design or a related environment.
• At least 3 years’ experience leading technical training, digital learning, blended learning or capability-building initiatives in a service, operations or client-facing environment.
• Experience leading teams and managing learning technologies, including learning management systems, content authoring tools and/or learning experience platforms.
• Strong understanding of adult learning principles, instructional design, learner experience design, learning technologies and blended learning practices.
• Proven track record of delivering large-scale learning programmes or capability initiatives with measurable outcomes and continuous improvement.
• Experience working with Service leadership, Business Unit Human Capital teams, learning designers, multimedia designers, Product teams, subject matter experts, external vendors and senior stakeholders.
• Experience in financial services, investments, insurance, annuities, collective investments, wealth management, banking or another regulated environment will be advantageous.

• Develop and execute the technical training strategy for the Service environment across Wealth, Collective Investments and Annuities, aligned to Human Capital priorities and business capability needs.
• Lead the delivery of engaging, accessible and business-relevant learning content through digital, blended and facilitated learning channels.
• Drive the adoption and effective use of digital learning platforms to support scalable, relevant and learner-centred capability development across the business.
• Ensure that learning initiatives are practical, value-adding and linked to clearly defined learner, capability and business outcomes.

• Partner with Service leadership, Business Unit Human Capital teams, Product teams and subject matter experts to identify technical capability gaps and translate these into structured learning journeys.
• Oversee the design and delivery of timely, relevant and practical technical training solutions that improve service capability, operational consistency, compliance confidence and employee effectiveness.
• Ensure learning experiences are practical, role-specific and consistent across the Service environment, while allowing for business-unit nuance where required.
• Coordinate with Employee Experience, multimedia designers and delivery partners to ensure capability-building solutions are engaging, easy to apply and aligned to business context.

• Optimise the use of learning technologies and systems, including learning management systems, content authoring tools and other digital platforms that support scalable technical capability development.
• Monitor learning technology trends and innovations and apply relevant practices to improve reach, engagement, accessibility and learning effectiveness.
• Champion strong learner experience principles, including user-centric design, mobile-first accessibility and practical application in the flow of work.

• Establish and maintain quality assurance standards, governance and evaluation mechanisms for all technical training and digital learning solutions.
• Track and interpret learning analytics to measure adoption, engagement, completion, learner experience, behaviour change and business impact where measurable.
• Use learner insights, stakeholder feedback and performance data to continuously improve content relevance, learning effectiveness and business alignment.

• Champion a learner, employee and client-centric approach to technical training and digital learning that improves capability, consistency and practical application across the business.
• Translate complex product,…