At HBF, our frontline teams are the face of our brand in branches, contact centres and member operations. As our Frontline Capability Manager, you’ll lead the design and delivery of high quality learning, development and capability programs for colleagues across Assisted Service and Member Operations.  
 
You’ll shape onboarding, sales capability, service excellence, leadership development and ongoing upskilling across our WA & QLD contact centres, WA branch network and key processing teams, creating quality learning, development and capability programs for colleagues across Assisted Service and Member Operations.  

 
About the role 
You’ll be the go to for frontline capability across Assisted Service and Member Operations supporting our branch, contact centre and processing teams feel confident and ready for the moments that matter with our members. You will also; 

• Design and deliver engaging onboarding and upskilling programs for WA & QLD contact centres, WA branches and key operations teams. 

• Keep learning content, the LMS and resources up to date with new products, systems, fund rules and regulatory changes. 

• Partner with leaders to spot capability gaps, build targeted learning solutions and support clear career pathways for frontline colleagues. 

• Lead and coach a small team, manage training budgets and reporting, and support change in business process, including the rollout of new systems, enabled tools and new ways of working. 

 
About you 
You’re a learning and development professional with experience supporting frontline or operational teams and workforce capability. With experience designing and delivering training programs across technical, sales, and leadership domains, you are confident creating competency frameworks, assessment, LMS reporting and evaluation models to show measurable improvements in performance.  
 
You’re hands-on with digital learning tools, enjoy experimenting with different modalities, and you’re curious about how data and analytics can highlight trends, gaps with digital learning tools and opportunities. 

You build strong relationships with leaders and subject matter experts, can juggle competing priorities across multiple locations, and genuinely care about helping people grow their skills and careers in a changing environment. You will also bring a qualification in Human Resources, Education, Organisational Development, or Training and Assessment.  

 
Why you’ll love working at HBF 
At HBF, we believe in doing the right thing — for our members, our people, and our community. You’ll join a team that’s brave, collaborative, and human at heart, with opportunities to grow your career while contributing to work that truly matters as well as; 

• Fully subsidised Gold Hospital Insurance Cover 

• Flexible working and work from home options 

• 3 additional wellbeing days each year (on top of our standard 20 days annual and 10 days personal leave) 

• 2 volunteering days per year 

• Onsite Barista with subsidised coffee 

• Access to corporate discounts across a range of gyms, retail, restaurants and hotels 

 
Next Steps   
To apply, click on the “Apply Now" button to complete your application and send through a copy of your CV outlining your skills and experience in relation to this role.   

At HBF, we believe in the unique potential of every individual. We’re committed to building an inclusive workplace where diverse perspectives are valued and celebrated, because they make us stronger. 

We encourage applications from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities and members of the LGBTQIA+ community.