Position: Human Resources & Training Manager

Discipline: Human Resources

Position Type: Full-time; Permanent

Location: Melbourne, VIC, AUS

Salary: $100,000 – 110,000 AUD

We’re looking for an enthusiastic trainer, coach, HR and recruiter all rolled into one exciting role to support the growth of our small (<50) Melbourne office. You’ll have experience training and coaching induction classes and in finding and developing the right talent. You’ll be able to make a real hands-on difference with the full support of the UK and US HR and training teams.

Phillips & Cohen Associates, Ltd. (PCA), is the international leader in compassionate recovery services We seek an experienced Human Resources, Recruitment & Training Manager to support our Australia and New Zealand operations. Reporting locally to the Managing Director and to Global HR leadership, the incumbent be a key member of the management team and will be responsible for functions pertaining to our colleagues, including recruiting, training, employee relations, and engagement.

Our ideal candidate will be responsible and reliable, and willing to regularly contribute to making PCA a better place to work. You’ll be a self-starter, efficient, organized, and approachable, with knowledge of compliance with HR legislation and best practice.

You’ll handle the full recruitment process and training & coaching for call centre agents in a regulated environment.

You’ll be comfortable with supporting teams and managers across business units and have a can-do attitude.

Although this office-based is in Melbourne, you’ll work closely with the broader PCA Human Resources team and PCA organisation. We will support your ongoing development.

Responsibilities:

• Full cycle recruiting and candidate screening of all open positions, to include advertising, interviewing, applicant tracking, and reference and repute checks.
• Provide current and prospective colleagues with information about policies, standard operating procedures, job duties, working conditions, wages, growth opportunities, and benefits.
• Advise managers on organizational policy matters, such as equal employment opportunity, employee conduct, harassment, and workplace safety, and recommend changes as necessary.
• Handling any disciplinary or formal grievances in a professional and fair manner
• Design and deliver engagement surveys, including developing our Culture and Engagement strategy based on the survey results.
• Collaborating with department managers to support the workforce planning and employee development aligned with the business objectives.
• Serve as a link between management and colleagues by handling questions, interpreting, and administering policies and helping resolve work-related problems.
• Execute new hire and ongoing recertification training programs, making full use of the Company’s learning technology and resources, and ensuring speed to competency.
• Ensure training programs are inclusive of all relevant topics as outlined in client service-level agreements.
• Evaluate calls and associated file records to define coaching trends and establish improvement targets.
• Lead new starter onboarding from induction through complete operator training programs.
• Develop and deliver ongoing personal development planning and support for all colleagues.

Workplace Benefits:

Comfortable office environment in an outstanding Southbank location.

• Great opportunity to work for a truly unique international business in a hands-on role and to develop your skills as a leader in a high performing team.
• Competitive salary and Super, along with clearly defined career path opportunities.
• An excellent opportunity for people who believe in treating customers with dignity and respect and want to make a difference.

Essential Experience:

• 1+ years of corporate training, human resources and/or recruiting experience.
• Advanced MS Office skills.
• Advanced written and verbal communication skills.
• Active listening and problem-solving skills for employee relations.

Desired Experience:

• Previous financial services / debt collections or call-centre experience preferred.
• Previous management experience preferred.
• Knowledge of general human resources strategies.

*Key attributes; Commitment; Compliance; Compassionate; Innovation; Coordination; Instructing; Organization; Optimism; Negotiation; Persuasion; Service Orientation; Social Perceptiveness; Judgment and Decision Making; Role Relationships; Tim Management; Emotional Intelligence; Ethical; Leadership; Integrity; Adaptability; Social Responsibility; Patience; Operational; Benefits Administration; Record Keeping; Managing Expectations; Learning & Development; Training; Learning Management; Curriculum; Learner Strategies

About Phillips & Cohen Associates, Ltd.

PCA provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information, and any other basis protected by federal, state, or local laws and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of our jobs.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.