Assurance Learning and development Manager

Work Setup: Hybrid

Role Summary

Oversees the end-to-end coordination and operational delivery of learning programs. This role ensures all learning activities—from scheduling and communications to reporting and evaluation—are executed efficiently, accurately, and with a learner-centric approach.

As a people leader and process owner, the Manager drives team performance, operational excellence, quality assurance, and continuous process improvement to support the delivery of impactful learning experiences across the organization.

Key Responsibilities

• Lead, coach, and develop a team of Learning Admin Associates, Senior Associates, and Admin Leads.
• Establish clear performance expectations and support employee growth through mentoring and feedback.
• Monitor team capacity and workload distribution to ensure optimal resource utilization.
• Foster a collaborative, inclusive, and high-performing team culture.
• Support succession planning and capability-building initiatives.

• Oversee daily learning administration operations and ensure service levels are consistently achieved.
• Act as the primary escalation point for complex operational issues and delivery challenges.
• Monitor ongoing learning programs to ensure timely and accurate execution.
• Review and approve learning reports, participant rosters, and administrative deliverables.
• Ensure data accuracy, compliance, and quality standards are maintained.

• Standardize and document learning administration processes and best practices.
• Identify opportunities for automation, process optimization, and efficiency improvements.
• Lead continuous improvement initiatives to enhance productivity and service quality.
• Ensure compliance with learning governance standards, policies, and audit requirements.

• Partner with Learning Leads, Program Managers, and key stakeholders to support seamless program delivery.
• Provide operational insights and recommendations to improve learner experience.
• Represent the Learning Administration function in meetings and planning discussions.
• Facilitate effective communication across multiple teams and business units.

• Monitor key operational metrics such as SLA adherence, turnaround time, accuracy rates, and learner satisfaction.
• Analyze trends, identify bottlenecks, and recommend improvement opportunities.
• Prepare and present operational reports and performance updates to leadership.
• Utilize data-driven insights to support decision-making and operational planning.

Qualifications

• Bachelor's Degree in Human Resources, Business Administration, Education, or a related field.

• 5–8 years of experience in Learning Operations, Learning Administration, or related functions.
• At least 2–3 years of leadership or supervisory experience.
• Experience managing teams within a shared services, BPO, or professional services environment is highly preferred.

• Proficient in Microsoft Office applications, particularly Excel, Outlook, and PowerPoint.
• Strong working knowledge of Learning Management Systems (LMS), preferably Cornerstone.
• Experience in data analysis, reporting, and operational metrics management.
• Knowledge of process improvement methodologies such as Lean or Six Sigma is an advantage.

• Experience using Alteryx, Power BI, and Power Apps.
• Strong analytical and problem-solving capabilities.
• Excellent planning, organization, and project management skills.
• Effective stakeholder management and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated leadership, coaching, and team development experience.
• Adaptable and committed to continuous improvement.