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EY- Global Delivery Services (GDS) – People Consulting (PC) – Managed Learning Services (MLS) - Manager

Managing the global workforce in today’s fast changing and highly disrupted environment is becoming increasingly complex. As a member of our GDS PC practice, you’ll be part of a team that supports clients in aligning their HR function with the organizational plans while keeping employee experience as one of the core considerations. When you join us, you will gain cross functional, multi-industry and a truly global work experience to take your career in the right direction.

The opportunity

We are looking for Managed Learning Services- Manager who will lead projects focused on aligning learning and development solutions with business priorities. You will be leading and managing learning system implementation and learning deployment programs for our global clients. This is a fantastic opportunity to be part of a leading global professional services organisation whilst being instrumental in growth of the GDS PC team.

Your key responsibilities

• Partnering with global learning sponsors, program owners and other key project stakeholders to identify and develop the requirements for MLS, grow and lead a team of learning professionals
• Liaison with regional stakeholders with MLS solutions to build project pipeline
• Responsible for setting up the MLS for comprehensive leadership development programs or learning system implementation transition and deployment
• Design and develop of the MLS framework, encompassing process classification framework, SOPs/work instructions for the entire taxonomy of pre-event, on-event and post event activities
• Employ recognized frameworks such as ADDIE to create and refine the operating model for MLS and its associated service delivery activities
• Employ evaluation a nd reporting framework (Like Kirkpatrick)
• Scheduling -Identifying target learners and forecasting the number of classes, participants and deployment modality (VILT/ILT/eLearning, Webcast), timing, session counts and general course planning
• Lead the MLS efforts by solutioning to the clients in operational efficiencies with the tech integration/digital solutions/AI/automation with a cost and resource effective approach

QRM

• Review and manage MLS projects. Responsible for quality reviews and support of the MLS activities in accordance with established processes with strict adherence to the defined Service Level Agreements (SLAs)
• Develop KPI criteria to measure the service delivery success at the technology, process and people levels
• Quality compliance with the standardized global process model, with no deviations from the agreed-upon MLS/deployment processes
• Ensure high operational efficiency by managing engagement risks and escalations, project economics, and ensuring effective planning and budgeting
• Proactively identify and communicate service delivery risks, issues and proposed solutions, if any to the appropriate stakeholders
• Recognize potential areas for process enhancement and propose recommendations for improvement
• Endure high quality service delivery and obtain excellent feedback from the client and global project counterparts

Team and Client Management

• Provide guidance as a subject matter expert and work effectively as part of a large, distributed project team
• Manage key stakeholder relationships and engage in effective communication and collaboration to build strong relationships with clients and other project team members
• Perform the role of counsellor, define and set goals, conduct performance reviews and ensure ongoing learning and development of the team
• Maintain and update the SOPs and documentation according to the changes as per the client/ business requirements
• Support relevant stakeholders in weekly/monthly client reporting
• Support training and onboarding of other team members as required
• Proactive problem solver with solutions mindset and ability to escalate appropriately
• Influential at all levels of the organisation, able to manage internal and external senior stakeholders

Business Development

• Lead the development of collaterals, tools, techniques, and methodologies to develop the practice
• Innovate the current delivery/operating model to scale initiatives
• Contribute to process re-engineering and help bring in efficiencies across PC through AI/automation/digital solutions
• Research, evaluate, and prototype emerging technologies/approaches, by identifying and adopting new tools, platforms & automation processes

Skills and attributes for success

• Expert in understanding learning requirements across various domains
• Experienced project manager with a strong track record of leading successful deliveries
• Excellent communication and presentation abilities
• High integrity and commitment to work in a new and challenging environment
• Skilled in managing ambiguity and taking proactive measures
• Strong interpersonal skills with a client-centric approach
• Awareness of and sensitivity to cross-cultural dynamics
• High levels of energy, agility, and adaptability
• Open to travel for client projects in accordance with EY and country-specific travel advisory guidelines

To qualify for the role, you must have

• Bachelor's degree or higher in Human Resources, Business Administration, or a related field is required
• 12 to 15 years of relevant experience working in managed learning services/shared services set-up
• Experience in learning transitions and deployment/learning system implementation, process classification framework, learning management systems such as SuccessFactors, Oracle/Workday is preferred
• Ability to articulate design decisions, suggestions and provide creative direction
• Experience in managing large teams as well as multiple concurrent learning engagements
• Ability to develop learning estimations and proposals
• Excellent knowledge of assessment and evaluation methods and learning experience platforms
• Impeccable writing skills (grasp and command over English)
• MS PowerPoint and MS Excel skills
• Cross industry exposure

What working at EY offers

At EY, we’re dedicated to helping our clients, from start–ups to Fortune 500 companies — and the work we do with them is as varied as they are.

You get to work with inspiring and meaningful projects. Our focus is education and coaching alongside practical experience to ensure your personal development. We value our employees, and you will be able to control your own development with an individual progression plan. You will quickly grow into a responsible role with challenging and stimulating assignments. Moreover, you will be part of an interdisciplinary environment that emphasizes high quality and knowledge exchange. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you

EY | Building a better working world

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