Learning Operations Manager

Accenture India Private Limited; Bengaluru; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Accenture in Bengaluru is seeking a Learning Operations Manager to lead the learning delivery operations, overseeing scheduling analysts and coordinators to ensure adherence to service levels.

The role requires guiding training, driving process improvements, managing resources and budgets, and serving as a client-facing escalation point across regions. A bachelor's degree and English proficiency are essential.

Qualifications

• Bachelor's degree required.
• Knowledge of typical scheduling methodology.
• Background in administrative roles.
• Proven ability in team leadership roles.
• Business experience with similar background.
• English language proficiency required.
• Multi-cultural awareness.
• Passion for customer service.
• Critical thinking and problem solving skills.
• Ability to work well in a team environment.
• Good time management skills.

Responsibilities

• Organize scheduling tasks, resources and priorities.
• Collaborate with Delivery Services Management, BI, and Capability leads to create viable, cost-effective schedules and programs.
• Ensure instructor resources are efficiently utilized against chargeability and utilization criteria.
• Verify adherence to cancellation policies.
• Monitor daily scheduling tasks across Accenture systems.
• Provide management reporting on team performance against metrics.
• Maintain accurate course, instructor and facility information.
• Act as first point of contact for client and operational issues.
• Escalate scope issues to Global Scheduling Lead as needed.
• Lead daily team activities and coach members.

Skills

Scheduling

Team leadership

Customer service

Problem solving

Time management

English proficiency

Education

Bachelor's degree

Job description

Learning Operations Manager Skill required: Talent Development - Learning Delivery Operations Designation: Learning Operations Manager Qualifications: Any Graduation Years of Experience: 13 to 18 years

About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com

What would you do?

• The Senior Scheduling Lead is responsible for managing a team of Operations Lead, Team Lead and Scheduling Analysts which can vary by location. Also responsible for monitoring the operations to achieve service level agreements and serve as an escalation point to resolve client issues.
• This role involves training team members, based on deep knowledge of operational procedures and policies and providing feedback to team members to improve performance.
• The Senior Scheduling Lead continuously looks for areas in which improvements can be made in operational process and assists in design and implementation of those initiatives.
• This individual provides and implements workable solutions to business issues or problems with minimum referral to management and conducts work planning, estimation and prioritization to optimize performance of team.
• This individual defines standards and reusable approaches within own area of responsibility

What are we looking for?

• Bachelor s degree
• Knowledge of typical scheduling methodology
• A background in administrative roles
• Proven ability in team leadership roles tasks
• Business experience with similar background
• English language proficiency required
• Multi-cultural awareness
• Passion for customer service
• Critical thinking, Problem solving skills
• Work well within a team environment
• Good time management skills

Roles and Responsibilities:

• Organize scheduling tasks, resources and priorities.
• Work with Delivery Services Management, BI, Capability leads to create viable, cost-effective schedules and programs to agreed guidelines.
• Ensure Instructor resources are effectively and efficiently utilized against chargeability and utilization criteria.
• Ensure Cancellation policies are being followed
• Monitor the performance of all daily scheduling tasks in multiple AccentureClient systems.
• Provide management reporting information to show team performance against output, quality standards, volume throughput, pipeline and completion in line with agreed measures (Client ,Operations).
• Work with Delivery teams ,BI, DSM to maintain accurate course, instructor and facility information (Matrices).
• Act as first point of contact for escalation of client and operational issues
• Manage issues to resolution, where these fall within remit ,scope.
• Pro-actively escalation potential serious scope. high-level issues to Global Scheduling Lead
• Take the lead in supporting scheduling team daily activities, providing coaching where appropriate and ensuring that all client scheduling roles are covered
• Challenge established practice and processes to raise scheduling ,cost issues with DM , BI, Capabilities
• Perform all people processes for the team in line with HR policies.
• Assist with developing and documenting cross region scheduling processes
• Ensure cross region scheduling processes are followed
• Provide input to Continuous Improvement
• Communicate LMS and other Scheduling tool issues or potential enhancements to Global Scheduling Lead
• Provide input to budget and manage costs to operate within budget guidelines
• Conduct site tours for potential clients
• Accountable for ongoing maintenance of effective client service relationship by acting as first point of contact for client representatives