Lead Learning Professional
Department:
Capability Development / Learning Delivery
Location:
Global
Job Purpose
The Lead Learning Professional is a resilient and culturally conscious individual who works interdependently to achieve the goals of the global learning team. They are responsible for organizing, leading, and evaluating the effectiveness of training programs within CARE Learning.
They develop the competencies of learners, leaders and learning professionals by identifying knowledge gaps, analyzing learning needs and leading the learning experience via synchronous and asynchronous modalities, and ensuring successful knowledge transfer of complex skills and behaviors using a wide variety of virtual and classroom delivery methods and tools. They also support business performance by coaching and mentoring learners, leaders and learning professionals; implementing measurement tools; and providing feedback to enhance proficiency, service quality delivery, and operational efficiency.
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Job Description
Roles and Responsibilities
Lead and supply to projects from needs analysis to implementation, providing results on time and within budget.
Lead and provide feedback to direct reports and/or junior team members. If needed, comply with applicable site requirements on managing performance.
Complete the performance talent card and review IDPs for direct reports (if assigned).
Together with the Training Coordinator, Learning Professionals and other partners, conduct thorough needs analysis and use data analytics to monitor workforce trends, identify performance gaps and recommend learning solutions as appropriate.
Partner with the instructional design team to contribute to the creation of instructor-led training and digital learning solutions.
Coordinate and serve as a valued performance consultant with collaborators and partners before, during, and after training sessions.
Improve operational efficiency and service delivery through proactive communication and effective management of expectations.
Collaborate with CARE leads to schedule and coordinate new product rollouts, new process implementation and additional training/service programs
Plan and deliver regular individual and group training.
Schedule and assign courses, produce reports and perform other administrative duties within the Learning Management System and related software.
Guide learning activities, maintain learners’ engagement, and drive social learning via the Learning Management System.
Support and analyse post-training outcome through 30, 60, and 90-days data.
Provide synchronous and asynchronous support to learners through various communication channels.
Contribute to and lead projects and initiatives in a global environment.
Tasks and activities
Coordinate with local and global RTA/WFM teams, HR, and Operations to establish lineup of training requirements for the year and re-assessing this as needed.
Continuously review training requirements vis a vis existing resources and available solutions.
Monitor the Jira queue and assign, update existing or respond to new requests.
Work with stakeholders and review performance dashboards to collect important information and determine additional requirements for training or other solutions to performance gaps or improvements.
Provide regular coaching sessions and development opportunities to Learning Professionals and other direct reports, ensuring all scorecard requirements and important project milestones are met, and future readiness is secured.
Track OKR progress and document team milestones.
Preferred Skills and Qualifications
Bachelor’s degree in related field
At least two years of hands-on experience or completion of 35 hours of formal training in project management; certification a plus
At least 3 years team management and coaching experience is desirable, but comparable experience is also acceptable for internal candidates.
Extensive experience in leading multiple projects in a fast-paced environment.
Prior experience working with cross-functional, global teams is preferable.
In-depth and up-to-date knowledge of adult learning theory and technology
Fundamental understanding of contact/call center or service activities
Ability to maintain excellent relationships with team members and collaborators.
Strong social skills
Goal oriented, self-motivated, and able to manage and support projects with minimal supervision.
Ability to effectively manage multiple projects and prioritize tasks.
Maintains highly professional demeanor, discretion, and composure in a fast-paced environment.
Ability to influence and negotiate with peers, managers, and other teams.
Excellent communication skills for training delivery; must have a dynamic and engaging classroom and virtual presence.
Strong knowledge of Microsoft Office Suite, Zoom, Slack and project management software.
Familiarity with Learning Management Systems and social collaboration tools. For example, 360Learning
Ability to creatively use resources and adapt to changes quickly and professionally.
Fluent English is a must; proficiency in local language(s) is a plus.
Must be flexible with work schedules to accommodate global schedules and multiple time zones.
Preferred skills and competencies
An expanded listing of the Required Qualifications can be used to further determine a person’s ability to be productive and successful in this job. These Preferred Qualifications are “nice to have” but are not essential to carrying out the day-to-day functions of the job. If included, the Preferred Qualifications can focus on any or all of the following: education, experience, knowledge, skills, and abilities.
