Position : Team Lead - Learning Services (LMS)

Salary : 12 Lpa to 16 Lpa

Years of experience - 8+Years.

Level : Band-5 (Manager level).

JOB PURPOSE :

The purpose of this role is to manage a team technical Learning Services Experts who conduct operational LMS platform tasks and perform 2nd level help desk diagnosis and troubleshooting support to end users. Ensuring consistent SLA fulfillment and continually look for ways to improve processes and solutions to problems. Serve as the standard for maintaining a customer service approach to all end users. Acting as team's Subject Matter Expert and a point of escalation for all processes in scope. Active ambassador for NBS CoE Learning Strategy.

JOB DESCRIPTION :

- Supervise the team as they setup/deploy training modules for Web Based Training, Instructor Lead Training, and Virtual training events

- Manage project execution and actively support all stages of T2 Learning Support UP4Growth platform transition into COE HR Services.

- Monitor the overall performance of the team of Learning Services Experts to achieve SLAs

- Lead, coach and develop the team utilizing team and individual performance results

- Act as regional process subject matter expert for designated team.

- Investigate and resolve queries in the area of responsibility escalated by the HR Process team members, ensuring appropriate and timely communication to all parties.

- Drive continuous improvement initiatives, in close collaboration with Global Process Lead

- Responsible for proper training of the team

- Provide coaching to ensure all members of the team continually display a customer service orientation

- Assist in properly escalating unresolved tickets to the next level of support

- Manage the testing of training content on Windows/Apple devices

- Accountable for complete and updated documentation in the respective Knowledge Base and for the given process scope

- Ensure compliance in line with Data Privacy and Protection guidelines and other relevant legislation

- Lead recruitment efforts to grow the team as required

- Responsible for talent development/succession planning across the team

- Perform other tasks as assigned by Line Manager

EXPERIENCE :

- Minimum 2 years of Team Lead experience in Shared Service Centre environment

- Minimum 3 years of experience in Learning Management System Administration (Cornerstone experience preferred but not required)

- Strong client/facing customer service orientation and communication skills

- SME level knowledge of help desk ticket software and remote control software

- Operational / Project leadership skills

- Work experience in virtual/remote teams preferred

- Work experience in international environment/team/global company

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