DescriptionJob Summary

This role supports the Global Learning Manager in the development and implementation of programs together with the local operational leadership teams, based on service delivery needs, people performance data, & learning needs analysis to ensure the right level of service is achieved and delivered to customers worldwide. This role helps to ensure that we deliver consistently with the capabilities of our teams, while partnering with our Regional leadership to localize and adjust Learning & Development programs for their local talent needs. This role works closely with Global and Regional Change Management teams to ensure that the people elements of change are embedded in our ways of working, and satisfy the needs of a continuous learning environment.

B.Responsible

Ensure performance across learning success metrics, have a continual feedback and iterative approach to optimization in place
Across a wide stakeholder group, effectively communicate our available learning programs including the business value it brings and decisions being taken
Build and develop a strong group of Learning & Development program leaders who are able to optimally accelerate all aspects of learning to deliver against the end learning vision.
Support, lead and partner on program priorities, ensuring effective piloting and good decision making being taken on scaling learning program delivery for an international audience.
Lead, develop & performance manage Learning & Development team members from Junior to Senior Learning Specialists by providing feedback and coaching individuals to help them perform, grow, develop, drive succession planning, identify & remediate development opportunities.
Provide functional experience across Learning and People topics including: learning and development models, learning philosophy, learning processes, instructional design.
Contributes to enable the business to deliver on strategic and operational objectives through capability development and unlocking the potential and talent of our employees.
Designing, prioritizing, innovating and improving topic specific global learning programs and development initiatives (e.g. tooling learning) to enable the business to deliver on strategic and operational objectives, and supporting more Junior members of the team with experience and expertise
B.Skilled

Demonstrate an understanding of facilitation and questioning techniques
Good understanding of adult learning principles, learning styles, learning models and learning cycles (ADDIE, Agile Learning, Learner Centered, etc.)
Experience in improving performance through a Quality Management Tool, and / or experience working with call center quality programs
Experience of leading and developing a team of learning professionals
Experience of people-oriented performance and learning data analysis
Experience of root cause problem solving methodology
Experience in organisational change methodologies
Experience of project management methodology
Experience of facilitating a quality calibration process




Pre-Employment Screening:

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.