Learning and Training Administration Expert Americas  

The Learning and Training Expert supervises associates and senior associates and manages escalated requests by taking ownership to provide timely and accurate resolution. This role collaborates across the global Learning and Training functions, contributing to process improvement and expanding the knowledge base. The Expert supervises Associates and Senior Associates, works closely with the Senior Expert and reports to the Team Lead.

Your Roles and Responsibilities

• Ensure the team responds and resolves tickets within the agreed service level agreements.
• Ensure that learning events, workshops, eLearning sessions, and other training programs are organized according to stakeholder requirements and expectations.
• Manage requests escalated by associates or senior associates and provide a timely and accurate resolution
• Identify trends in user requests or issues and proposes permanent fixes to improve team efficiency and customer satisfaction
• Document non-standard requests and the corresponding resolution and share knowledge with the learning administrators, or learning community
• Identify out-of-scope requests and hand over the request to the appropriate support team
• Ensure the quality, accuracy, and timely creation of training reports
• Perform quality assurance reviews, working with stakeholders and vendors to test modules and software integrations
• Manage and generate reports on training administered by the team
• 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
• Monitor and reports the team’s SLAs and KPIs and engage people to achieve the targets
• Perform root cause analysis on KPI results, if below the targets

✔ Please note: This position follows a night shift schedule.

Who You Are

• Has a bachelor’s degree or advanced education in Human Resources, Education, Psychology, Business Administration, or related fields.
• Knows training administration processes and understands learning technology, authoring tools, SCORM, and AICC standards.
• Has an understanding on how own role contributes to delivering the organization's vision and purpose.
• Basic understanding of core financial metrics (Revenue, Cash, Cost, Margin).
• Can articulate how own role impact metrics and KPIs.
• Strong customer service skills through performing activities and solutions accurately.
• Has a clear understanding of the stakeholders, including their interests, influence and relevance to the organization.
• Demonstrate a strong sense of ownership in delivering high quality outcomes and meeting established goals and deadlines.
• Basic understanding of continuous improvement philosophy, LEAN principles and PDCA process improvement framework.
• Basic understanding of innovation, design thinking and user experience.
• Basic understanding of project management methodology and project management tools.
• Working knowledge on Microsoft Office 365 (MS Forms, OneDrive, SharePoint, Excel).
• Basic familiarity on Microsoft Power Platforms (Power BI, Power Apps, Power Automate).
• Basic familiarity on low-code and no-code tools.
• Fundamental understanding of RPA, AI. Can cite examples of RPA tools.
• Fundamental to intermediate understanding of data analytics. Can cite examples of working with data tools (MS Excel, MS PowerBI etc.).
• Fundamental working knowledge on process mining and task mining tools is a plus.
• Is personally committed and takes actions to improve and develop.
• Strong soft skills and interpersonal skills.
• Good facilitation skills that engage open and effective communication among team members and stakeholders.
• Aligned to the organization's core values and exhibit behaviors that promote collaboration, respect, ownership and transparency resulting to 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 knowledge of the business.
• Promotes iterations, experimentation and learning to facilitate faster work cycles and enable quick decision-making.
• Highly preferred but not required:
• Knowledge of SAP and Success Factors
• Knowledge or experience in learning/training methodologies and facilitation,
• Knowledgeable in using Microsoft Power Apps