Global Learning Services Manager

An exciting opportunity has arisen to join a world leading global organisation, our client are currently seeking a Global Learning Services Manager based at their prestigious site in Kingston upon Thames. This is a full time temporary role till February 2019, working a 36.25 hour week and to start ASAP. This role is paying between £53600.00 to £62,700 per annum pro rata or between £267.31 daily rate (LTD) - £312.69 daily rate (LTD).

Background:

The Learning Services Manager is responsible for overseeing and troubleshooting end to end learning service delivery and leading the supplier relationship management and governance of the Global Learning Services partner.

Main Purpose of Job:

The Learning Services Manager works closely with the Chief Learning Officer and Global Learning Leadership team to operationalise learning strategy. They understand the business requirements and structure the relevant tools, technology and processes to deliver against these. They manage quality, cost and efficiency of the Learning Service to ensure value and excellent customer service. The Learning Services Manager provides support to the learning leads as they transition into the processes operated by the Global Services Provider and provide recommendations on what learning admin could be taken out of their teams. A large part of the role involves the coaching and supplier relationship management of the outsourced Global Learning Services Partner team. It is also being responsible for the internal cross team governance and project set-up to be implemented and driving the continuous improvement projects and transition of wider courses and areas of business into the learning services scope.

Key Accountabilities:

Ensure alignment to Reimagine HRS principles by transitioning away from IVR and further expanding the use of live chat support.

• Project lead any third party agencies and the learning leads to develop and transition the learning content into UNAHUB and UNABOT for phase 2
• Consider the impact on any future new HRS organisation and any comms/training required ie PELs
• Transition the wider professional skills learning academies into the scope of Learning Services as part of phase 2
• Transition Leadership Skills activity, processes and technology into the Learning Services landscape standardising 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
• Agree transition timelines and develop transition plans for interim and end state support models across the phases
• 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, responsibility will be to project manage third party PMO and 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 oversee training of the outsourced provider as required.
• Agree analytic requirements and ensure these are incorporated into processes
• Drive clarity within the learning community and be a part of evolving thinking around when to use Learning Hub vs My Learning
• Manage implementation of new solutions, including process design & service rehearsal testing with academies. Ensure successful project management and landing of comms as part of change in operations.
• Work with other Learning Transformation work streams to identify dependencies, changes to processes/administration required and mitigate risks
• Implement and oversee the financial billing model solution with ETS Finance, HR Finance and Procurement
• Track and deliver year 1 delivery against business case and use year 1 volumes to influence global volume forecast for year 2
• Support HR Finance and Proc as they move finance admin support activity offshore as part of simplification for professional skills academies.

Experience and Qualifications Required:

Tertiary qualification in finance, services, business, IT or Procurement

• 3+ years customer service / service delivery
• Experience of managing a team globally
• Experience of managing third parties/suppliers
• Ideally experience in HR, service or implementation activities
• Ability to network and build remote working relationships. Interpersonal skills key
• Ability to influence senior stakeholders
• Experience managing projects, project plans, comms and holding people to account for deliverables
• Excellent attention to detail, rigour and data management
• Identify and implement continuous improvement opportunities that improve service and reduce cost.