Talent Development Operations Manager

Job Code-11988

Job Title- Talent Development Operations Manager

Solution Line- Talent Development, People Organisation

Position type- Full Time

Work Location- Gurgaon/Bangalore

Working style- Hybrid

GCF Level- M40

Shift Time- 12PM to 9PM IST

People Manager role: Yes

Required education and certifications critical for the role-

Bachelor's degree or equivalent work experience required.

Relevant certification in HR, learning, project management, process improvement or operations management is desirable.

Required years of experience -

5+ years of relevant experience in HR Operations, Learning Operations, Talent Development Operations, Talent Management Operations, service delivery or a related operational leadership role.

AON IS IN THE BUSINESS OF BETTER DECISIONS

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed.

INFORMATION ABOUT THE BUSINESS

Aon is a leading global professional services firm providing a broad range of risk, retirement, and health solutions. Our colleagues provide clients in over 120 countries and sovereignties with advice and solutions that give them the clarity and confidence to make better decisions to protect and grow their business.

DETAILS ABOUT THE TEAM:

The Talent Development Operations team is part of Global People Operations and supports the operational delivery of Talent Development services across learning deployment, onboarding, early careers, CPD administration, Workday Learning operations, reporting, process support and stakeholder coordination.

The team enables Talent Development programs and processes to run consistently, efficiently and at scale. It partners with Learning Development and Deployment COE teams, People Strategy, business learning teams, People Operations, HR IT, HR Service Center, Strada and other internal and external partners to support effective delivery of learning and talent development services.

The Talent Development Operations Manager leads the operational execution and continuous improvement of Talent Development services within the future-state operating model. The role provides day-to-day direction to Talent Development Operations colleagues, supports service delivery across regional and global stakeholders, and helps ensure processes, systems, documentation, reporting and escalations are managed consistently.

GENERAL DESCRIPTION OF ROLE:

The Talent Development Operations Manager is responsible for overseeing and continuously improving the operational delivery of Talent Development services. This includes managing the team and operating rhythm for learning deployment, onboarding support, CPD administration, early careers operational support, Workday Learning administration, service delivery coordination, reporting, process documentation and continuous improvement.

The role ensures that Talent Development services are delivered in a consistent, high-quality and scalable way, aligned to the future-state operating model. It provides operational leadership across day-to-day delivery, team capacity, stakeholder support, systems usage, process governance, service metrics and issue resolution.

The Talent Development Operations Manager partners closely with Talent Development COE leads, People Strategy, HR IT, HR Service Center, Strada, business learning teams and People Operations stakeholders to ensure clear ways of working, effective escalation paths and reliable service delivery. The role will also help define, document and improve operating standards, KPIs, SLAs, process flows, job aids and governance routines for the Talent Development Operations scope.

JOB RESPONSIBILITIES:

The colleague is responsible for:

• The Talent Development Operations Manager will have a variety of interactions with Talent Development and Deployment, People Operations, People Strategy, HR IT, HR Service Center, Strada, business learning teams, vendors, managers and colleagues, including:

Team leadership and people management

• Lead and develop the Talent Development Operations team, providing day-to-day direction, coaching, workload management and performance support.
• Plan and manage team capacity across learning deployment, CPD administration, onboarding support, early careers support, Workday Learning administration and related operational activities.
• Build a culture of accuracy, service, accountability and continuous improvement.
• Ensure team members are trained on relevant processes, systems, documentation standards, service expectations and escalation routes.
• Support knowledge sharing across the team to build resilience, consistency and coverage across regions and processes.

Service delivery and operating model execution

• Oversee operational delivery of Talent Development services in line with the agreed future-state operating model.
• Provide end-to-end operating model guidance and navigation for Talent Development stakeholders.
• Partner with Talent Development COE teams, People Strategy, Learning & Development and business leaders to support seamless program and process delivery.
• Act as a key liaison with HR Service Center and Strada operational teams for knowledge sharing, service updates, operational issues and escalations.

Learning deployment operations

• Oversee operational support for learning deployment activities aligned to global and regional priorities.
• Ensure effective management of learning deployment calendars, project plans, SharePoint sites, communications, logistics and stakeholder updates.
• Support the team in managing Workday Learning administration, including course and offering set-up, enrolment tracking, learner status updates and reporting.
• Ensure learning deployment processes are documented, consistently followed and improved where required.
• Support issue escalation and resolution for deployment-related risks, delays, mailbox queries or stakeholder concerns.

Onboarding and Early Careers operational support

• Oversee operational support for onboarding-related activities, including program coordination, communication channels, session logistics, survey support, metric tracking and documentation maintenance.
• Support operational readiness for Early Careers activities once the future-state scope and role ownership are confirmed.
• Ensure onboarding and Early Careers processes have clear documentation, ownership, escalation routes and performance visibility.
• Partner with relevant COE and business stakeholders to ensure colleague, manager and stakeholder support is delivered consistently.

CPD administration and compliance-related learning support

• Oversee operational support for CPD administration activities, including learning mailbox management, records maintenance, reporting, SharePoint upkeep and coordination with relevant compliance stakeholders.
• Ensure CPD and regulatory learning processes are supported with appropriate documentation, audit-ready records and issue escalation.
• Support the team in maintaining accurate learning records and producing standard or ad hoc reporting as required.
• Help identify opportunities to simplify, standardize or improve CPD administration processes.

Systems, data quality and reporting

• Support effective use of Workday Learning and related learning operations tools.
• Ensure operational data is complete, accurate and timely to support reporting, decision-making and process improvement.
• Design, implement and monitor operational KPIs, SLAs and service metrics for Talent Development Operations, including service responsiveness, completion tracking, intake volumes, delivery performance, issue resolution and stakeholder satisfaction.
• Produce standard and ad hoc reporting to support Talent Development COE teams, People Operations leaders and other stakeholders.
• Use data and insights to identify trends, risks, workload pressures and improvement opportunities.
• Maintain relevant operating model materials, scope catalogues, roadmaps, service documentation, process flows, job aids and metrics.
• Process design, documentation and continuous improvement
• Map, document and maintain end-to-end operational processes, standards and playbooks across Talent Development Operations.
• Establish clear process documentation for learning deployment, onboarding support, CPD administration, early careers support, Workday Learning administration, reporting, escalation and stakeholder handoffs.
• Identify and implement opportunities to streamline, standardize and automate operational processes.
• Partner with stakeholders to resolve process gaps, reduce duplication and improve service consistency.
• Support the transformation and optimization of talent and learning processes, including changes linked to Workday functionality, service delivery model design and operating model evolution.
• Maintain Manager and Employee Self-Service job aids related to relevant Workday performance and learning processes.
• Governance and stakeholder management
• Build strong partnerships with Talent Development COE leads, People Strategy, Learning & Development, HR IT, HR Service Center, Strada, People Operations leaders, business learning teams and other stakeholders.
• Act as the primary People Operations point of contact for Talent Development Operations matters within the assigned scope.
• Establish and facilitate regular governance routines to review service performance, KPIs, SLAs, risks, escalations, process gaps and continuous improvement priorities.
• Clearly communicate process expectations, timelines, dependencies, service impacts and escalation routes.
• Support stakeholder alignment on role clarity, operating model maturity and service delivery expectations.

SKILLS/COMPETENCIES REQUIRED:

• Experience in HR Operations, Learning Operations, Talent Development Operations or related service delivery environment.
• Experience leading or supervising an operational team, including coaching, performance management and development.
• Strong understanding of learning operations, learning deployment, Workday Learning administration and/or talent development processes.
• Experience designing or operating KPIs, SLAs, service standards, process documentation and reporting routines.
• Strong process management skills, including ability to document workflows, identify gaps and implement improvements.
• Strong analytical skills and attention to detail, with experience using data to understand volumes, trends, performance and improvement opportunities.
• Strong project management and organizational skills, with ability to manage multiple priorities, stakeholders and timelines.
• Strong stakeholder management skills, with ability to partner across COEs, People Operations, HR IT, HR Service Center, outsourced providers and business teams.
• Effective written and verbal communication skills, with ability to explain processes, service expectations and data insights clearly.
• Ability to work in an evolving environment and bring structure to ambiguity.
• Strong proficiency in Microsoft Word, PowerPoint, Outlook, Excel and SharePoint.
• Experience with Workday Learning, LMS platforms and/or HRIS systems preferred.
• Experience with reporting, measurement tools or survey/feedback platforms preferred.
• Demonstrated commitment to service quality, colleague experience, continuous improvement and operational discipline.

HOW WE SUPPORT OUR COLLEAGUES

In addition to our comprehensive benefits package, we are proud to be an equal opportunity workforce. At Aon, we believe a diverse workforce is an innovative workforce. Our agile, inclusive environment allows colleagues to manage their wellbeing and work/life balance while empowering you to be your authentic self.

Furthermore, all colleagues enjoy two Global Wellbeing Days each year, encouraging them to take time to focus on themselves. We offer a variety of workstyle options through our Smart Working model, but we also recognize that flexibility goes beyond just the place of work... and we are all for it!

Our continuous learning culture inspires and equips colleagues to learn, share and grow, helping them achieve their fullest potential. As a result, Aon colleagues are more connected, more relevant, and more valued.

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