CPS Learning Admin Senior Specialist
1 week ago
This role is primarily accountable in managing stakeholders, performing quality assurance activities, and ensuring learning requests and queries from employees are being processed in accordance to the workplace instructions.
If you are good at:
Promptly and accurately handle learning requests at initial point of contact
Deliver excellent customer experience and quality service
Identify and coordinate exceptions, provide recommendation and triage to appropriate resources or groups
Provide education to employees on the self-service tools and guides of Learning Administration
Proactively take part in building a collaborative team and good client working relationships
Keep current with HR policies, procedures, programs and systems
Meet accuracy and service excellence SLAs and metrics
Liase with HR Partners and Learning stakeholders to resolve employee concerns, if necessary
Come up with process improvements in coordination with the Continuous Improvement group
Create and maintain workplace instruction and other
If you are:
College graduate
3-5 years of prior learning background, with experience in learning administration, end-to-end training coordination and logistics (including, but not limited to, scheduling of multiple sessions, program communications, inquiry management, vendor coordination, etc.)
Customer service skills and background (with HR background is a plus)
Ability to build positive relationship at work and with different stakeholders, both internal and external
Able to represent the ING core values and way of working
Commitment to achieving high levels of service excellence and able to work independently or within a team or under minimal supervision
Ability to analyze processes and come up with process improvements, whether big or small
Excellent communication skills (verbal and written) in English
Analytical and problem-solving skills
Good knowledge on customer service best practices, concepts, and procedures
Familiar with quality assurance activities
Highly organized and able to prioritize in a fast-paced and multi-tasking environment
High attention to details
Resourceful
Working knowledge on the use of Service Now and Learning Management System is a plus
If you can:
High-touch support for global and high-profile audience
Supervise small teams in terms of handling scheduled tasks and complicated requests
Proactive & hands-on approach on complex coordination support with minimal supervision
Able to communicate clearly and confidently with senior leaders and global stakeholders
Relationship-building and stakeholder management; collaboration with internal colleagues and external providers
Advanced Excel skills required (V-lookup, Pivot tables, other Excel formulas) for preparation and analysis of learning reports (e.g., enrolment reports; summary of evaluation responses)
Manage highly confidential information in a professional manner
Ability to deal with various customers in terms of rank and behavior.
Able to deliver difficult messages
Able to carry out confidence during uncertainties / unfamiliar expectations
Good time management to handle fast paced, multi-tasking and number driven work environment
Quick to adapt and learn while meeting service delivery expectations
If you'd like to work with:
ING Employees
ING Stakeholders Global
If you want to:
work in Ayala, Makati, the country's economic center
enjoy competitive compensation and allowances
be part of one of the most innovative and exciting digital bank in the world
be part of a diverse, creative, and energized team
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