Senior Associate - Learning Administration

Job Description

EY Job DescriptionJob Summary:Talent Shared Services (TSS) team delivers consistent, high-quality and operationally efficient HR transactional services to EY through a globally efficient and effective network of GDS centres. It is a key component of the Global Talent Operating Model that is being implemented to support Vision 2020.Learning Admin function is a part of the broader Talent Shared Services (TSS) and is primarily focussed towards managing End to End Learning administration for the Talent team to deliver the training in all areas across EY.Applications Used: SuccessFactors (Learning Management System), EYLeads, Service-NowShift: Rotational and should be flexible with night shiftsEssential Functions of the Job:Execution

• Establish clear understanding of the EY Learning process flow and related activities
• Strict adherence to the defined Service Level Agreements (SLAs)
• Processes and/or reviews more complex transactions; performs duties and responsibilities with limited supervision
• Responds to emails and enquires in a timely manner
• Prepares and contributes to reporting as directed
• Assists with GDS initiatives and other projects as assigned
• Ensures GDS organizational policies and processes are followed
• Work closely with customers who are mainly training consultants, managers and directors
• Generate on-demand reports when requested and share as per needs
• Preparing and sharing the evaluation summary report for the class conducted based on the survey result provided by the participants
• Handling the Learning related queries received through Service-Now
• Liaise between the Learner and the Talent team
• Strictly follow the Learning Admin process map, procedures and Work instructions to execute the assigned requests appropriately
• Ensure quality compliance as per the defined standard Global operating model
• Follows through on commitments and takes responsibility for results; effectively prioritizes assignments; identifies and reports barriers and issues to Supervisor

Management

• Take responsibility to manage and assign the request flow of the assigned geography
• Mould the junior resources within the team to step up to the expected level by providing adequate guidance based on the wider objective of the team and constant evaluation of the performance
• Should be capable to come out with suitable workarounds to plan the resourcing in case of increase/decrease in the workflow
• Should analyse the trend and make assumptions to effectively manage the resource allocation and to evaluate the service delivery feedback on a periodic basis

Operations

• Ensures all new process updates are incorporated while processing transactions
• Ensure Work Instructions are up to date at any given point of time.
• Actively participates and completes the performance management and development plan activities
• Identifies potential areas for process improvements and makes recommendations to the Supervisor
• Ensure there are no deviations from the agreed process raise change requests wherever required

Knowledge and Skills Requirements:

• Good communication, interpersonal skills and customer orientation; works effectively with the team.
• Should possess basic leadership skills and should have the ability to mould the junior members to rise up to the desired level.
• Displays positive attitude; meets challenges and changes with an open mind, demonstrates commitment to the job
• Should be well structured and should essentially possess analytical and problem-solving skills.
• Pro-active and always pay attention to detail this is critical when it comes to huge volume of transactions to be processed.
• Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements

Other Requirements:

• Other Language proficiency to be considered based on region/centre specific requirements
• Flexibility in working hours to accommodate multiple time zones as needed
• This role requires to support the Americas & MENA Time Zones which will require the resource to work on rotational shifts
• MENA coverage will be Sun Thu working week
• May need to work extra hours in case of special customer requirements

Job Requirements:Education:

• Bachelor s degree or above from a commercial, business or HR related discipline. Preference will be given for those with HR Specialisation

Experience:

• 5+ years work experience preferred including prior Shared Services/BPO and/or HR Operations experience

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Keyskills :
process flowservice deliverysaleshr operationsqualitychange requestsopen mindcustomer relationswork instructionsinsuranceproblem solvingmisservice levelshared servicesleadership skills