Senior Specialist Learning & Development

Job Description

KEY ACCOUNTABILITIES

• Learning & Development Service Delivery and Operational Execution
• Coordinate and execute assigned global and regional Learning & Development operational activities accurately and on time according to defined work instructions, SLAs and quality standards
• Support administration of global and regional learning programs and globally defined learning initiatives delivered within the assigned region, including session setup, participant and cohort coordination, enrolment tracking, attendance follow-up and completion monitoring
• Administer learning requests, standard cases and operational escalations in case/ticket management tools and ensure timely updates, documentation and closure
• Coordinate with global and regional HR stakeholders, managers, employees, trainers, vendors and service partners to support timely completion of learning activities
• Identify delays, missing information, capacity constraints, data quality issues or process deviations and escalate them where required

• Learning Systems, Data Quality, Documentation and Reporting
• Maintain accurate learning data in relevant HR systems, learning management systems or learning administration tools for the assigned global and regional scope
• Administer learning catalogue, courses, offerings, campaigns, curricula, assignments, enrolments, attendance records and completion data in line with defined global and regional standards
• Prepare, review and update learning documentation, templates, records and operational materials in line with applicable procedures and controls
• Prepare standard global and regional Learning & Development reports, data extracts, dashboard inputs and status updates in line with defined templates, timelines and data quality standards
• Support KPI tracking and service performance monitoring by providing accurate operational information, case status updates and data inputs for the assigned region

• Learning Program, Content and Vendor Coordination
• Support the operational rollout of learning programs, development initiatives and learning campaigns across relevant employee groups in the assigned region
• Coordinate operational activities with internal subject matter experts, facilitators, external providers and learning content platforms
• Support content and course administration, including version tracking, upload coordination, metadata maintenance and retirement of outdated learning items
• Support vendor-related administration, including scheduling, participant coordination, purchase or invoice follow-up inputs and service quality feedback where required
• Provide operational input to global and regional learning needs planning and capacity discussions based on demand, participation, completion and feedback data

• Stakeholder Support, Guidance and Issue Resolution
• Respond to standard and complex Learning & Development queries from employees, managers, HR stakeholders, business contacts and service partners within the assigned global and regional scope
• Provide clear and service-oriented guidance on learning process steps, system actions, enrolments, completions, reporting outputs and required documentation
• Act as a global and regional operational subject matter expert for learning administration topics and support less experienced team members with knowledge sharing and issue resolution
• Coordinate with adjacent HR Operations, Talent & Performance, IT and process teams to resolve operational issues and ensure consistent service delivery
• Escalate complex, sensitive or policy-related cases, recurring issues and risks to the Team Lead or relevant process owner

• Implementation of Changes, Compliance and Continuous Improvement
• Apply and support the global and regional rollout of new or updated work instructions, tools, templates, reporting formats and procedures related to Learning & Development operations
• Participate in testing, training and implementation activities related to changes impacting learning processes, system configuration, integrations, reporting or service delivery
• Contribute improvement ideas based on daily operational experience, stakeholder feedback, reporting insights and recurring issues
• Execute activities in compliance with HR policies, internal controls, audit requirements, learning documentation standards and data privacy requirements
• Handle confidential employee and learning data securely and promptly report compliance, data privacy or documentation concerns
• Support the operational rollout of learning programs, development initiatives and learning campaigns across relevant employee groups in the assigned region
• Coordinate operational activities with internal subject matter experts, facilitators, external providers and learning content platforms
• Support content and course administration, including version tracking, upload coordination, metadata maintenance and retirement of outdated learning items
• Support vendor-related administration, including scheduling, participant coordination, purchase or invoice follow-up inputs and service quality feedback where required

JOB REQUIREMENTS

Education

• University degree in Human Resources, Business Administration, Psychology, Organizational Development, Education, Learning & Development, Information Systems, or a related field
• Specialization or coursework in Learning & Development, Talent Management, Organizational Development, adult learning, instructional design, HR systems or learning management systems is beneficial

Experience

• A minimum of 5-10 years of relevant working experience in Learning & Development, HR Operations, Talent Management, shared services, service delivery or a related operational role
• Experience executing or coordinating learning program administration, learning catalogue management, learning system administration, reporting or case/ticket handling activities
• Experience working with learning vendors, facilitators, HR stakeholders and business contacts in a process-driven operational environment
• Experience supporting process improvements, system changes, testing or rollout activities in Learning & Development is beneficial

Knowledge and skills

• Strong understanding of Learning & Development process steps within the hire-2-retire value chain
• Knowledge of learning program administration, learning catalogue and curriculum management, enrolment tracking, completion monitoring and learning documentation
• Experience working with HR systems, learning management systems or learning administration tools and case/ticket management tools
• Ability to coordinate operational learning activities, maintain data accuracy and meet defined timelines in an SLA-driven environment
• Good reporting and data quality skills, including preparation of standard reports, data extracts, status updates and KPI inputs
• Strong attention to detail and ability to handle learning records, employee data and documentation consistently
• Service-oriented communication skills with employees, managers, HR stakeholders, vendors and business contacts
• Analytical and problem-solving skills for operational issues and learning administration escalations
• Ability to organize own workload, prioritize tasks and support knowledge sharing across the team
• Basic HR compliance awareness, including data privacy, internal controls and audit documentation requirements
• Knowledge of Cornerstone system as an advantage

Other requirements

• Excellent command of both oral and written English
• Good command of both oral and written additional language is beneficial
• Ability to handle confidential information and employee learning data securely
• Comfortable coordinating with other teams, vendors and service partners
• Strong attention to detail for learning data, reports, employee records and documentation

Reporting Line(s)

• Solid line(s) to: Head of Talent & Performance
• Dotted line(s) to: Global Talent Manager

Performance Measures

• Timely and accurate completion of assigned Learning & Development activities in line with agreed SLAs
• Accuracy and completeness of learning data, catalogue records, employee learning records, documentation and standard reports
• On-time setup, coordination and completion tracking of learning programs, offerings and campaigns
• Quality and consistency of learning system administration and operational documentation
• Stakeholder satisfaction with operational support, reporting support and query handling
• Number and quality of escalations, rework items and data/documentation/reporting defects

POSITION SCOPE

Working Relationships

• Internal contacts
• Head of Talent & Performance
• Global Talent Manager
• Learning & Development team
• Specialist Talent & Performance
• Process teams hire-2-retire
• E2E service lines
• HR Business Partners and business contacts
• IT support

External contacts

• Service and outsourcing partners supporting Learning & Development operations
• Vendors of operational tools, HR systems, learning management systems and related application management partners
• External learning providers, facilitators, assessment providers, learning content platforms and talent development solution vendors