We are seeking a talented Learning & Development Specialist to join our team at Mercer. This role will be based in Melbourne. This is a hybrid role that has a requirement of working at least three days a week in the office.
Learning & Development Specialist
A Learning & Development Specialist is an established, independent individual contributor, whose work has a direct impact on the team's outcomes.
We will count on you to:
Develop, deliver, and continuously improve onboarding and training programs for the Contact Centre, utilizing a blend of face-to-face facilitation, virtual sessions, and e-learning platforms.
Assess training needs through role reviews, performance data, and stakeholder feedback; design impactful learning modules aligned with organizational objectives.
Collaborate with managers, subject matter experts, and external stakeholders to create and maintain core curricula and support programs that promote key competencies and functional objectives.
Lead the evaluation and enhancement of induction programs, ensuring they stay current with industry trends, regulatory requirements, and best practices.
Act as a technical point of contact for learning platforms and communication strategies, supporting change management and program awareness initiatives.
Maintains awareness of the super industry trends and happenings.
Administration, reporting, and record keeping of training attendance and other matters.
Contribution and delivery of objectives in line with the Contact Centre L&D operational plan.
What you need to have:
Proven experience in designing, delivering, and evaluating learning and development programs, ideally within a contact center or customer service environment.
Strong knowledge of e-learning platforms, instructional design, and training delivery methodologies.
Excellent communication skills and the ability to partner effectively with internal teams and external stakeholders.
Ability to adapt programs quickly and empathetically in response to changing work environments and needs.
Strong organizational skills with the ability to manage multiple projects simultaneously.
What makes you stand out:
Familiarity with industry trends in learning and development, and active participation in professional organizations or industry events.
Experience supporting large-scale onboarding or induction programs and working with diverse learner groups.
Advanced knowledge of change management principles and communication strategies.
Prior experience with program assessment tools and data-driven decision making in L&D.
If you're interested in applying for this position, kindly send your resume along with your responses to the two questions below.
1. Explain how this role fits into your short/medium term career plan and why it interests you?
2. Please share your experience with training. Have you ever led a training workshop or reviewed training materials? How did you approach the creation, delivery, and evaluation of the training's effectiveness?
Applications close on 25th August 2025.
About us:
Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.
Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.
Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.
