Assistant Learning Services Manager

Job description

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MAIN JOB PURPOSE

The HRS Learning Specialist works closely with the Learning Services Manager (LSM), Learning Services provider and ITI team to operationalise Unilever’s learning strategy. The HRS Learning Specialist provides support to the learning community as they transition into the processes operated by the Global Services Provider and provides guidance in roles and responsibilities between the GSP and UL users. A large part of the role involves day-to-day operational management of the outsourced Global Learning Services Partner team. Other responsibilities include end user access, identifying and implementing continuous improvement in learning tools to improve user experience and maintaining data integrity within those tools.

JOB SUMMARY

Learning Transformation Strategic Responsibilities

· Ensure data integrity and processes are maintained to support transitioning away from IVR and further expanding the use of live chat support.
· Support in developing and transitioning the learning content into UNAHUB and UNABOT in line with Reimagine HRS principles as well as post activities to ensure FAQ’s and learning articles are continuously added / amended as required as part of culture change within NIIT service delivery model.
· Support with transitioning the wider professional skills learning academies into the scope of Learning Services as part of phase 2 reducing their learning admin undertaken internally.
· Support with transitioning Leadership Skills activity, processes and technology into the Learning Services landscape standardizing processes where possible to drive efficiencies
· Help land Learning Services messaging with new stakeholders and functional leads in market who have previously not had any dealings with Learning Services
· Be an integral part of the project team reviewing the current Learning IT ecosystem in Unilever. Support in the RFP project team and ensure that any requirements from the Global Services Provider are flagged and any change impacts considered and mitigated
· Should a change in the IT Learning ecosystem be signed off, support will be to assist LSM to manage Global Learning Services Provider to update all Lv4 processes and land suitable comms/training around process changes needed within the learning teams. To also drive upskilling and provide training of the outsourced provider as required.
· Maintain data integrity in Learning tools / LMS to support analytic requirements and ensure these are incorporated into processes
· Support in implementing new solutions, including process design & service rehearsal testing with academies.
· Work with other Learning Transformation work streams to identify dependencies, changes to processes/administration required.
· Establishing themselves as the go to person and a trusted business partner for learning services
· Ensuring that the local process is aligned to the global processes as much as possible to drive economies of scale and standardization whilst supporting localized needs
· Creating and maintaining operational process documentation

Core responsibilities

· Monitor Learning Services global provider to ensure proper support provided to users and assist with resolving issues raised to reduce escalations.
· Trigger weekly CSAT surveys and provide monthly reports to Learning Services external team for inclusion in metric reporting.
· Business partner the learning community to understand their needs and implement improvements where identified to improve their user experience.
· Ensure Learning Services global provider are coached where gaps are identified and that all internal FAQ’s and checklists are updated accordingly with those gaps and for any new / amended process.
· Manage end-to-end process to provide access to LMS and Degreed for M&A users as these occur.
· Work hand-in-hand with broader teams (ITI, Learning Transformation, BI, Academies to ensure correct management of content and delivery of learning within LMS and through to My learning (Change Ops Team).
· Identify areas for simplification within current processes / tools to improve user experience.
· Understanding operational changes needed and how these should be incorporated into current processes and communicated to learning community.
· Providing guidance on day to day learning operations, prioritizing activities and resolving problems within the learning services framework
· Oversee bi-annual review by Global LS provider of any process flows requiring changes. Ensure any process changes required ad hoc incorporated
· Coach the operational teams within the Global provider by giving regular/immediate feedback where changes in service management mindset have been identified and could help drive improved end user experience
· Engage with ITI and Learning Hub supplier to understand release plan of functionality
· Track the delivery of Continuous Improvement activities identified by NIIT and UL and cited in the CI tracker.
· Track SLA performance with Global Provider and ensure reported into BER. Flag any early concerns around service delivery issues and work with supplier to ensure they deliver on any remediation plans/root cause analysis when KPIs are missed.

KEY REQUIREMENTS

· Bachelor’s Degree in finance, services, business, IT or Procurement
· 3+ years customer service / service delivery
· Experience of dealing with global teams including building good working relationships
· Experience of managing teams where a lead role is delegated or part of project responsibilities
· Ideally experience in HR, service or implementation activities
· Ability to network and build remote working relationships. Interpersonal skills key
· Ability to influence stakeholders
· Experience managing micro-projects and holding people to account for deliverables
· Excellent attention to detail, rigor and data management
· Identify and implement continuous improvement opportunities that improve service, user experience and reduce cost
· Operational experience in Sharepoint and Learning Management Systems
· Advanced working knowledge in Microsoft Excel


NOTE:

Please apply online and add your PDP & Talent Profile if possible. Your application will be reviewed against our requirements and we will be in touch to provide you with an update on the status of your application.

By applying for this vacancy, you are confirming that you have made your Line Manager aware of your application and that you are at a point in your career with Unilever where it is appropriate for you to be applying for other positions.

Should you require additional information, please contact Tata (0908