Expert - Learning and Training

YOUR TASK AND RESPONSIBILITY

• Academy Management
• Works with a Senior Expert to coordinate an efficient delivery of Learning & Training programs
  across countries.
• Ensure organization and professional end-to-end delivery of training events.
• Maintain the integrity of the course and program data. 
• Act as an interface between involved stakeholders e.g., Clients, Vendors, L&T Coordinators,
  Administrators, and Works Council
• Stakeholder and Customer Management
• Ensure the team responds and resolves tickets within the agreed service level agreements.
• Quality Assurance and Reporting
• Identify service delivery issues by monitoring L&T programs’ metrics (including external providers and locations) and take appropriate actions to resolve and improve quality standards.
• Ensure the quality, accuracy, and timely creation of training reports.
• Perform quality assurance reviews, collaborating with stakeholders and vendors to test modules and software integrations.
• Manage and generate reports on training administered by the team.
• Monitor and report on the team’s SLAs and KPIs and engage people to achieve the targets.
• Perform root cause analysis on KPI results if below the targets.
• System and Process Management
• Ensure that the learning management systems and platforms work accurately; apply quick fixes where possible and promptly work with L&T Enabling Partners or IT to resolve problems.
• Lead the team’s participation in the development of learning systems and software release including the planning, scheduling, testing, implementation, and verification of software updates.
• Service Management
• Manage requests escalated by associates or senior associates to facilitate a timely and accurate resolution.
• Identify trends in user requests or issues and propose permanent fixes to improve team efficiency and customer satisfaction.
• Document non-standard requests and the corresponding resolution and share knowledge with the learning community.
• Identify out-of-scope requests and hand over the request to the appropriate support team.
• Deputy Senior Expert
• Drive an inclusive work culture within the team by promoting teamwork and implementing global ways of working.
• Co-lead innovation projects and contribute to complexity reduction initiatives.
• Act as the deputy and back-up support to the Senior Expert.

WHO YOU ARE 

• Minimum of at least one to two years’ experience in L&T administration processes and has working knowledge of learning technologies (LMS, ServiceNow (SNow), SAP, SuccessFactors), authoring tools, SCORM, and AICC standards.
• Understands how one's own role contributes to delivering the organization's vision and purpose.
• Can articulate the relationship between business processes and how results affect the organization's financial performance.
• Intermediate knowledge on how to make sense of KPI data to support decision-making and drive process improvements.
• Possesses critical thinking and strong problem-solving skills in managing complex inquiries and escalations.
• Proactive in collaborating with stakeholders through regular communication, meetings, workshops, and collaboration events that will result in mutual benefits and value creation.
• Consistently deliver high-quality outcomes while continuously striving for further improvements
• Knowledgeable in LSS Concept and in various statistical tools to solve problems, eliminate waste and variation and implement improvements through a structured lean management approach, thereby generating value.
• Involved in the conceptualization and implementation of process improvement / innovation as a team member.
• Experienced in leading a small project following a structured approach / methodology.
• Intermediate to advanced working knowledge on Microsoft Office 365 (MS Forms, OneDrive, SharePoint, Excel).
• Basic to intermediate working knowledge on Microsoft Power Platforms (Power BI, Power Apps, Power Automate).
• Basic familiarity with low-code and no-code tools. Citing advantages and limitations of this tech is a plus.
• Ability to come up with functional business requirements for digital solutions.
• Fundamental understanding of RPA, AI, and automation workflow (SNow, Power Automate). Can cite examples of relevant tools.
• Fundamental to intermediate understanding of data analytics. Can cite examples of working with data tools (MS Excel, MS PowerBI etc.)
• Is flexible, mobile and accepts assignments that will expand capabilities.
• Persuasive data storyteller who creates compelling stands that resonate with stakeholders.
• Can rally the team to excellence and handle and resolve conflicts in a constructive manner.
• Aligned to the organization's core values and exhibit behaviors that promote collaboration, respect, ownership, and transparency, resulting in game-changing innovation.
• Exhibits a sense of purpose, connects with the broader mission of the organization, and takes decisions and actions that deliver high impact.
• Empowered to take ownership, promotes autonomy and self -direction.
• Understands and responds to the needs of customers and the organization and is prepared to make decisions based on sound business knowledge.
• Promotes iterations, experimentation and learning to facilitate faster work cycles and enable quick decision-making.
• Receives a moderate level of guidance and direction from senior level team members.
• Regional – North America and North Latin America. Support for any of these regions may involve cross-location collaboration.
• This role is a permanent night-shift position.