Job Description

• 12 – month Max term contract
• Based in Paramatta, NSW
• Hybrid working arrangements

About the role?

We are looking for an experienced Capability Lead, to join our Customer Protection & Support, team supporting frontline teams through high quality, engaging learning experiences.

You will design and facilitate training that builds technical capability, professional skills, and customer‑centred behaviours across new‑to‑role and experienced employees.

Responsibilities:

• Facilitate engaging, interactive and learner‑centred sessions that embed a strong customer service culture
• Deliver face‑to‑face classroom training as well as virtual sessions via MS Teams
• Adapt facilitation style to suit different learning preferences, experience levels and operational environments
• Deliver training across a variety of topics, including technical, customer, human‑centred and conversational capability
• Partner closely with Operations and Capability stakeholders to meet business needs
• Share facilitation techniques and best practice with the wider delivery team, supporting their development

This is a hybrid role with on-site attendance required when training is being delivered face to face. Standard hours are 9:00am – 5:00pm. Some flexibility is required when occasional training is delivered 12:00pm-8:00pm to support teams operating 24/7.

What do I need?

You will be someone who thrives both in classroom and virtual environment, can confidently read a room, and adapt delivery to suit a variety of learning styles. You are comfortable delivering both structured and adaptive sessions and bringing a strong customer centric mindset in everything you do.

You will also have:

• Demonstrated experience developing and facilitating training in a service or operational environment
• Comfortable delivering in a fast -paced, agile environment, adapting quickly to change while maintaining high quality learning outcomes
• Strong understanding of adult learning principles and facilitation techniques
• Ability to confidently facilitate both face to face and virtual learning sessions
• Strong written and verbal communication skills
• Ability to independently manage a classroom and adjust delivery in real time

Our Promise to You

We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

• Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
• Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave. 
• Tailored learning and development opportunities to help your grow your career within the bank. 
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.

Create your future today

To get started, simply click on the APPLY or APPLY NOW button

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on our  FAQs and how to contact us page, under the ‘Diversity, sustainability and flexibility’ section.