Senior Manager - Learning Services

The Senior Manager - Global Learning Services is responsible for managing regional and global learning operations, demonstrating LMS expertise, supporting project execution, and driving team performance through structured governance, stakeholder engagement, and people development. This role emphasizes operational excellence, proactive risk management, and continuous improvement, while fostering a culture of trust, accountability, and collaboration.

Key Responsibilities

Team & People Management

• Conduct regular 1:1s to review performance, workload, and career development; support IDPs and skill-building.
• Communicate goals and expectations clearly; document and share meeting outcomes via MS Teams or email.
• Foster open communication, psychological safety, and a culture of accountability and continuous learning.

• Serve as Subject Matter Expert (SME) in Learning Management Systems (LMS), ensuring optimal configuration, usage, and governance.
• Oversee LMS-related processes including sessions/catalog actions, governance, audits, etc.
• Collaborate with global teams on UAT, release features, stakeholder communication, and insights.

• Support execution of global/regional learning programs, ensuring timely delivery and quality standards.
• Monitor performance and utilization metrics; ensure equitable task distribution and delivery excellence.
• Maintain documentation, drive agile cadences (e.g., stand-ups, TIMs), and collaborate cross-functionally for smooth operations.

• Ensure adherence to internal policies, ethical standards, and process compliance.
• Reiterate SLAs, KPIs, and governance protocols regularly to the team.
• Maintain audit readiness and respond to audit findings with timely corrective actions.
• Act as SME on governance of learning standards and CSOD features related to learning services.

• Establish proactive escalation protocols and foster a safe space for raising concerns.
• Conduct risk assessments across operational, reputational, financial, and security areas; maintain business continuity plans (BCPs).
• Communicate escalations with context and timelines; ensure coverage and documentation before approving leaves.

• Set SMART goals and conduct structured performance reviews using documented feedback and action plans.
• Provide regular, fact-based feedback and address underperformance through support and escalation.

• Lead stakeholder cadences and provide updates on team, tools, and project progress.
• Align learning programs with business goals and co-create solutions from design to deployment.

• Identify inefficiencies and implement strategic improvements using KPIs and cost-benefit analysis.
• Drive simplification, standardization, and automation aligned with GDE strategy.

• Role model Trust Charter and IMPACT values; promote inclusion, recognition, and collaboration.
• Address value-compromising behaviors and celebrate team achievements.

• Take initiative to improve people, processes, and tools; manage time and goals effectively.
• Seek feedback, communicate progress, and continuously develop skills.

• Minimum 9 years of experience in managing learning operations, HR processes, or service delivery teams
• Bachelor's degree
• Strong understanding of employee lifecycle, learning systems, and stakeholder management
• Hands-on experience using LMS (Cornerstone is a plus)
• Proficiency in MS Office tools (PowerPoint, Excel, Visio)
• Ability to manage teams across geographies and time zones
• Strong communication, documentation, and interpersonal skills
• Exposure to continuous improvement methodologies (Six Sigma, Agile) is a plus