Learning Operations Specialist

Learning Operations Specialist

Improve workforce performance and productivity, boost business agility, increase revenue, and reduce costs. Ensure successful delivery of learning solutions and review their effectiveness and applicability.

Accountable for ongoing maintenance of effective client service relationship by acting as first point of contact for client representatives. Leverage extensive knowledge of functional or business area, in a manner that provides business value to own team/project. Work with BI, Capability leads to create viable, cost-effective schedules and programs to agreed guidelines. Act as first point of contact for escalation of client and operational issues for assigned region. Pro-actively escalate potential serious/high-level issues to Global Scheduling Lead. Take the lead in supporting scheduling team daily activities, providing coaching where appropriate and ensuring that all client scheduling roles are covered. Challenge established practice and processes to raise scheduling/cost issues with BI/OL Capabilities. Assist with developing and documenting cross region scheduling processes. Communicate LMS and other Scheduling tool issues or potential enhancements to Global Scheduling Lead. Provide input to budget and manage costs to operate within budget guidelines. Regular meetings with Business Partners (BP) to review the demand file and ensure alignment with session objectives and timelines. Collaborate with the scheduling team/host to assess the final session scores and then present them to the client for their evaluation and feedback. Conduct analysis of sessions with low scores, develop triage decks, and formulate action plans to address identified issues to improve future sessions. Collaborate with the Analytics team to communicate client requirements and provide necessary explanations to generate customized reports. Manage the scheduling of stakeholder or client meetings to evaluate the progress of their sessions. Work with Delivery teams/BI/DSM to maintain accurate course, instructor, and facility information. Collaborate closely with the Learning Architecture team to fully understand course requirements.

Work with BI/BP to prepare demand plan by collating training requests and working with country stakeholders, BPs. Work with BI to understand training needs and collect demand from the stakeholders and build out quarterly detailed demand plan. Conduct interviews with facilitators to assess their qualifications and expertise, and subsequently assign them to appropriate workshops based on their skillsets and experience. Conduct Train-the-Trainer (TTT) and Train-the-Backbone (TB) sessions to upskill facilitators, equipping them with the necessary knowledge and tools to effectively deliver workshops. Collaborate with the scheduling team to ensure that all session details, including session loading, enrollment, and attendance marking, were accurately updated in the Learning Management System (LMS). Collaborate with Business Partner and Stakeholders to retrieve session nominations. Manage session fill rate and handle ad hoc requests, collaborate with regional business partner, and take appropriate actions within cancellation window. Coordinate communication between facilitators and session requestors as necessary to ensure clear expectations are established regarding training delivery.

In this role, you are required to do analysis and solving of moderately complex problems. May create new solutions, leveraging and, where needed, adapting existing methods and procedures. The person would require understanding of the strategic direction set by senior management as it relates to team goals. Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within Accenture. Guidance would be provided when determining methods and procedures on new assignments. Decisions made by you will often impact the team in which they reside. Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture. Please note that this role may require you to work in rotational shifts.

Any Graduation