Job Title: Expert Learning & Development
Role Overview
This role supports the execution of the Learning & Development (L&D) agenda for the Global Service Center (GSC) in Chennai.
The incumbent will assist in analyzing capability needs, designing and delivering learning solutions, managing L&D processes and systems, and ensuring high-quality execution of center-specific learning priorities aligned with the Global L&D framework and business requirements.
Key Responsibilities
Learning Needs & Insights
- Conduct Training Needs Analysis (TNA) through data gathering, stakeholder discussions, and functional inputs.
- Prepare structured reports and insights to support the centre's L&D strategy and HR priorities.
- Maintain, and publish monthly/annual training calendars aligned with organizational needs.
Learning Design & Delivery
- Contribute to the design and enhancement of learning solutions across formatsclassroom, virtual, digital, and self-paced.
- Facilitate training programs and support onboarding, functional, behavioural, and capability-building initiatives.
- Deliver IT-/Digital-focused trainings for internal niche skill teams and support cross-functional learning requests.
- Manage training material vendors and place orders in line with center requirements
Measurement & Evaluation
- Track learning effectiveness using feedback, performance indicators, and behavioural shift observations.
- Support evaluation of coaching outcomes and maintain post-session insights for continuous improvement.
Systems, Processes & Data Management
- Ensure accuracy and timely updates in relevant L&D systems and dashboards, including the GSC Academy Dashboard.
- Maintain compliance with HR, legal, and data-protection guidelines for learning records and processes.
- Manage learning nominations, attendance, certifications, and documentation.
Certified & Center Priorities
- Coordinate the Certified learning agenda for the MAA center, ensuring adherence to timelines, KPIs, and reporting requirements.
- Raise concerns proactively and support mitigation actions where needed.
Vendor & Partner Coordination
- Support the identification and coordination of external partners for center-specific programs.
- Manage documentation, logistics, and evaluation for vendor-led learning initiatives.
- Coordinate with facilitators to ensure availability and effective scheduling of training sessions.
- Manage training room bookings, and logistics to deliver a seamless learning experience.
Stakeholder Engagement
- Partner with HR, business teams, and global/regional L&D colleagues to facilitate smooth execution of learning plans.
- Guide managers and employees on L&D tools, processes, and learning platforms (MTW, ServiceNow / GSConnect).
- Maintain strong relationships with internal stakeholders to understand local capability needs.
Innovation & Digital Learning
- Support digital learning initiatives by leveraging emerging learning technologies, platforms, and tools.
- Contribute ideas to enhance learner engagement, personalization, and accessibility.
Required Qualifications
- Bachelor's degree (any discipline); postgraduate degree or certifications in HR/L&D preferred.
- Minimum 4+ years of experience in end-to-end L&D operations, design, or delivery.
- Strong communication, facilitation, and presentation skills.
- Ability to work effectively in a global, multicultural environment.
- Proven experience in stakeholder engagement and managing learning processes independently.
