AddressLearning Delivery - Learning Operations
Designation:
Management Level - Associate Manager
Job Location:
Bengaluru
Qualifications:
Any Graduation
Years of Experience:
10 to 14 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at
www.accenture.com
What would you do?
You will be aligned with our Learning and Collaboration vertical and help us in dealing with the end to end Learning and Development activities. You will be working as a part of Learning Delivery team which supports the backend classroom training/VILT and Web Based trainings for Accenture employees/ External clients. The India learning center is also managed by the Learning Delivery Team. In Learning Operations you will managing learning solutions, including activities such as registration, vendor management, product support, learning management system. You will be taking client delivery information such as course identification, dates, venue, capacity, preferred resources and obtaining suitable information to publish a class schedule within a stated calendar period. Class schedules are typically published on client systems (Learning Management Systems) or Accenture equivalent.
What are we looking for?
- Problem-solving skills
- Detail orientation
- Process-orientation
- Collaboration and interpersonal skills
- Knowledge of typical scheduling methodology
- A background in administrative roles
- Proven ability in team leadership roles / tasks
- 8 - 9 years business experience with similar background
- Exposure to call center industry preferable
- Project management skills (Planning & Organizing)
- Strong organizational skills
- Ability to prioritize conflicting requirements
- Strong analytical ability (to devise and produce coherent management reports and statistics)
- People management skills (Coaching, listening, giving direction)
- Database knowledge (Software programs such as MS Access / Excel etc. plus client systems)
- Strong financial analysis skills (Cost vs. Revenue)
- Excellent communication skills and ability to effectively communicate with various groups within the organization
- English language proficiency required
- Multi-cultural awareness
- Passion for customer service
- Deductive / reasoning skills
- Critical thinking / problem solving skills
- Work well within a team environment
- Good time management skills Working conditions
- Shift timings – 24 x 5
- Travel requirements
- Organize scheduling tasks, resources and priorities.
- Work with Delivery Services Management, BI, Capability leads to create viable, cost-effective schedules and programs to agreed guidelines.
- Ensure Instructor resources are effectively and efficiently utilized against chargeability and utilization criteria.
- Ensure Cancellation policies are being followed
- Monitor the performance of all daily scheduling tasks in multiple Accenture / Client systems.
- Provide management reporting information to show team performance against output, quality standards, volume throughput, pipeline and completion in line with agreed measures (Client / Operations).
- Work with Delivery teams / BI / DSM to maintain accurate course, instructor and facility information (Matrices).
- Act as first point of contact for escalation of client and operational issues
- Manage issues to resolution, where these fall within remit / scope.
- Pro-actively escalate potential serious / high-level issues to Global Scheduling Lead
- Take the lead in supporting scheduling team daily activities, providing coaching where appropriate and ensuring that all client scheduling roles are covered
- Challenge established practice and processes to raise scheduling / cost issues with DM / BI / Capabilities.
- Perform all people processes for the team in line with HR policies.
- Assist with developing and documenting cross region scheduling processes
- Ensure cross region scheduling processes are followed
- Provide input to Continuous Improvement
- Communicate LMS and other Scheduling tool issues or potential enhancements to Global Scheduling Lead
- Provide input to budget and manage costs to operate within budget guidelines
- Conduct / coordinate IJPs and external hiring
- Conduct site tours for potential clients
- Accountable for ongoing maintenance of effective client service relationship by acting as first point of contact for client representatives
- Leverage extensive knowledge of functional or business area, in a manner that provides business value to own team / project
- Oversee the requirements to support new project requests
