Learning and Development Manager
Department:
Capability Development / Learning and Development
Location:
Global / Regional
Job Purpose
As a Manager for Learning and Development, you will play a critical role in helping ensure that site and regional direction is aligned to Global CARE L&D strategy. You will be key to company success by employing a data-driven Learning and Development strategy that focuses on providing an efficient, engaging, and accessible learning experience for all employees. In this position, you will lead efforts to create a learning culture that encourages proactivity, creative tactics and accountability to professional development.
You will deliver learning and development initiatives to improve the performance, skills, and knowledge of Customer service specialists, Design consultants, Design Artists, Leaders and Support Functions as needed. You will work closely work with the global Learning & Development team and functional heads in the sites and regions you support.
Organizational Chart
Meet the Expert
Video Description
Job Description
Roles and Responsibilities
Provide coaching, manage performance and assign development plans for Learning professionals.
Ensure timely resolution and deployment of learning based on ticket requests.
Collaborating with the CARE Management and Project teams to identify training gaps and opportunities to cross-skill, upskill as needed.
Work with Learning Tech and Service Quality teams to collate training and quality data to drive performance and continuous improvement.
Ensuring reports, business reviews and other relevant and required documentation are filled out, submitted, and sent out on time.
Tasks and activities
Leadership & Development:
Lead, coach and develop the CARE Learning professionals.
Training & Development:
Work with CARE Management to identify training gaps and develop center-specific training.
Work with Operations to improve new hire performance and training delivery methods.
Assess and redefine CARE's training deployment based on program needs.
Define mid- and long-term training needs for regions and sites supported.
Strategic Planning & Improvement:
Work with the global CARE L&D team to contribute to the global Learning vision and strategy.
Leverage data to analyze learning opportunities and trends, develop local solutions.
Help diagnose root causes of business issues and identify opportunities for employee engagement and performance improvement.
Utilize data from coaching, quality observations, and calibration sessions for continuous improvement.
Evaluation & Measurement:
Measure and monitor training effectiveness, analyze results, and adapt for high-quality standards.
Ensure positioning of the Learning Management System as a primary learning platform.
Project Management:
Oversee global, regional and local projects, ensuring projects are completed on time, to the desired standards and within budget, if applicable.
Preferred Skills and Qualifications
Bachelor’s degree in human resources, Education, Organizational Psychology, Business Administration, or a related field, or equivalent work experience.
Minimum of 5 years of experience in learning and development roles, with at least 2 years in a managerial or supervisory capacity.
Proven track record of designing, implementing, and evaluating learning and development programs.
Experience in coaching, mentoring, and developing talent within an organization.
Strong understanding of adult learning principles, instructional design methodologies, and learning management systems (LMS).
Excellent leadership and management skills with the ability to lead and motivate a team effectively.
Exceptional communication and interpersonal skills, with the ability to collaborate and build relationships at all levels of the organization.
Strong project management skills, including the ability to manage multiple projects simultaneously and meet deadlines.
Analytical mindset with the ability to collect, analyze, and interpret data to drive decision-making and measure the effectiveness of learning initiatives.
Preferred skills and competencies
Preferred but not required Certifications:
Certified Professional in Learning and Performance (CPLP)
Certified Professional in Training Management (CPTM)
Certified Training and Development Professional (CTDP)
SHRM Certified Professional (SHRM-CP) or Senior Certified Professional (SHRM-SCP)
Experience with e-learning authoring tools and instructional design software (e.g., Articulate Storyline, Adobe Captivate).
Familiarity with industry-specific learning technologies and trends, such as microlearning, gamification, and mobile learning.
Knowledge of talent management practices, including performance management, succession planning, and career development.
Experience in change management and organizational development initiatives.
Ability to speak multiple languages, particularly if the organization has a diverse workforce or global presence.
Strong networking and relationship-building skills with external learning and development professionals and industry associations.
Experience in budget management and resource allocation for learning and development programs.
Creative problem-solving skills and the ability to think innovatively to address learning challenges and opportunities.
Experience in delivering virtual or remote learning solutions, especially in response to remote work trends.
