Learning & Training Process Manager

Employer: DEUTSCHE TELEKOM SERVICES EUROPE - ROMANIA
Domain:
  • Management - Consulting
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Timisoara
  • Updated at: 11.10.2018

    Purpose of the function:

    Managing and mentoring a team of operational specialists who provide administrative support of Learning & Training Services, mainly for our German customers, but also for international clients. Developing activity and resource planning for the team and responsible for the execution of activities and delivery of services according to service level agreements. Ensuring that client needs are met. Engaging in and handling eskalations that may occur. Ensuring that processes are documented and kept uptodate and that services are delivered in a consistent manner to ensure an optimal performance.

     

    Key Responsibilities of the function:

    • Responsible for the overall quality, performance & operation of the Learning & Training Administrators team(s) in Timisoara
    • Manage resource allocation within the team(s).
    • Responsible for complaint processing in Learning & Training Process
    • Serve as point of escalation for issues raised by and to the Learning & Training team and is responsible for the contacts with local HR of served entities as it relates to these issues, including research and problem solving, where applicable in cooperation with the Contact Center
    • Ensure that defined processes are adhered to and Learning & Training Process activities and process transactions are executed according to Desktop procedures, producing documentation according to template and instructions.
    • Responsible for workplace related coaching for Learning & Training team
    • Responsible for continuous improvements in Learning & Training process, as it relates to Learning & Training team activities. Serve as subject matter expert in process area and represents the Learning & Training team in process improvement, change control forum
    • Ensure process area knowledge transfer within the Service Center with existing programs and when new initiatives are introduced is executed appropriately
    • Ensure knowledge base, process documents and procedures are up-to-date
    • Responsible for regular analysis of reports from the Learning Management System to identify product and process optimization opportunities from a Learning & Training team perspective
    • Responsible for reporting of service levels / KPIs for Learning & Training Team delivery
    • Ensure services are provided as per SLAs and represent Learning & TrainingTeam in negotiations of new SLAs

     

    Specific responsibilities for Learning & Training Process:

    • Plans, organizes, coordinates, and manages the Resourcing team
    • Promotes training, personal growth, professional development, and teamwork for specialist’s staff
    • Oversees training and development of the Learning & Training team
    • Manages assigned employees including performance evaluations and salary administration
    • Leads, coaches and manages the Learning & Training team
    • Provides assistance and guidance to staff when needed
    • Resolves individual performance problems through appropriate performance management programs
    • Liaises with Local HR (Competence Centre’s and Business Partners)
    • Recruits of employees to supplement the team
    • Maintains quality, productivity, and training standards as defined
    • Maintains a functional focus on Resourcing function
    • Co-ordinates and leads Resourcing in line with business demand
    • Partners with NatCos/LBUs to manage the Learning & Training process
    • Manages improvements in Learning & Training process where required
    • Monitors service levels for resourcing area taking appropriate action if required
    • Ensures that team complies with all legal and compliance areas affecting the resourcing process
    • Ensures SLAs and KPIs are met
    • Use procedures, policy manuals, knowledgebase and other reference materials to assist in addressing more complex employee/manager or other client inquiries and resolving client issues escalated from Inquiry handling process
    • Supports team to respond to complex questions and issues from Inquiry handling process; escalates questions and issues to Business Partners and Competence Centre’s as required
    • Supports team to suggest methods to update, simplify, and enhance processes, procedures, and technologies

     

    Experience and Skills required:

    • Minimum a bachelor’s degree in Economic, Human Resources or Business Administration
    • Master’s degree in Business or HR is a plus
    • Minimum 5 years of HR experience, at least 3 years in Learning & Training process area and in a Shared Services environment
    • Experience of managing operational teams in a Shared Services Center environment
    • Experience in process improvement
    • International orientation
    • Can quickly analyze and interpret complex information from a wide range of sources to reach conclusions and make good decisions
    • Experience in team/resource management including budgetingKnowledge of relevant Learning Managament Systems Success factors/SAP
    • Learning & Training Process knowledge / experience
    • Good conceptual and organizational skills
    • Strong in leadership, communications, partnerships, process and change management
    • Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment
    • Ability to travel regularly (mainly to Germany)

     

    Language requirements:

    • Fluent in English
    • Advanced German language skills (written and spoken) required (Level C1)