Walkin Drive - 29th August - Face To Face - HR Operations (LMS)

Clarity Consulting; Bengaluru; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Clarity Consulting in Bangalore is seeking a Lead Learning Administrator to run LMS administration, session logistics, learner support, and reporting. You will guide workload planning, team allocation, and transition support while ensuring SLA performance and quality controls.

The role involves mentoring staff and driving continuous improvement across global engagements. The position requires 5–7 years in learning operations, strong analytical skills, and experience with Workday Learning and

Qualifications

• Bachelor’s degree in any discipline.
• 5–7 years of relevant experience in learning operations, LMS administration, and service delivery.
• Strong analytical and problem‑solving skills with ability to identify risks.
• Excellent verbal and written communication across stakeholders.
• Experience in team handling, mentoring, and work allocation.
• Exposure to international clients and working across time zones.

Responsibilities

• Own day‑to‑day learning administration operations across LMS setup, events, learner support, reporting.
• Oversee course uploads, SCORM testing, attendance, and completion tracking by the team.
• Manage vendor coordination, SLA governance, and stakeholder communication.
• Monitor SLA performance, queue health, and operational metrics for reviews.
• Drive continuous improvement, process documentation, and knowledge transfer.

Education

Bachelor’s degree

Tools

Workday Learning

ServiceNow

MS Excel

Job description

• VendorName- Clarity Consulting


• WFO(5 Days working)


• Shift- UK


• Location-Bangalore

Job Description

Work Location - Bangalore
Engagement /Account - Rolls Royce

Reports To

Reports to - Senior Manager / Operations Manager
Employment Type - Permanent

Shift Requirement

Shift Requirement - UK shift as required by account Experience Band

Role Summary

The Lead / Senior Learning Administrator leads learning administration operations across LMS administration, session
logistics, learner support, reporting, quality, and SLA performance. The role owns workload planning, team allocation,
transition support, process documentation, escalation management, stakeholder communication, performance tracking, audit
readiness, MBR/QBR inputs, and continuous improvement. The role provides operational guidance, mentoring, and cross-
skilling support to the learning administration team.
Level intent: Responsible for team performance, SLA governance, escalations, transition support, quality controls, and
stakeholder management.

Key Responsibilities

Responsibility Area Key Activities

Service Delivery

• Own day-to-day learning administration operations across LMS setup, learning events, learner support,
  reporting, and helpdesk queues.
  Oversee course upload, SCORM testing, course retirement, version management, session creation,
  learner registration, attendance, recordings, and completion tracking performed by the team.
  Plan calendars and bulk session creation based on forecasted demand and account-specific
  requirements.
  Manage calendar planning activities.
  Support pre-session and post-session operations.
  Govern learning support ticket queues, aging, and resolution quality.
  Support reporting and analytics services.
  Provide operational oversight for domain administration services.
  Ensure adherence to controls, quality standards, and service expectations.
  Support resolution of escalations and operational exceptions impacting domain administration services.

Vendor Management

• Own operational governance and coordination with the clients learning vendors, including training
  providers, facilitation partners, and content suppliers.
  Monitor vendor performance against SLAs, quality standards, delivery commitments, and operational
  KPI's.
  Manage vendor escalations, delivery risks, service issues, and corrective actions.
  Provide vendor performance inputs for governance reviews, MBRs, and QBRs.
  Ensure vendor compliance with learning processes, LMS standards, reporting requirements, audit
  controls, and data quality expectations.
  Support vendor onboarding, knowledge transfer, and service-transition activities.

SLA & Performance Management

• Monitor team performance against agreed SLAs, quality expectations, and operational targets.
  Review queue health, aging, backlog, productivity, quality, and turnaround indicators.
  Prepare and present operational data, SLA performance, risks, and improvement actions for MBR and
  QBR reviews.
  Monitor service volumes, capacity utilization, workload distribution, and demand forecasts.
  Review ticket backlog, queue health, aging, and service trends.

Updated role description | Learning Administration Profiles

• Drive continuous service improvement through operational insights.

People & Work Allocation

• Manage work allocation, prioritization, and daily workload balancing across the team.
  Mentor and guide Learning Administrators and Process Specialists.
  Drive cross-skilling, knowledge sharing, and backup planning to maintain delivery continuity.

Transition & Knowledge Management

• Support process transition, knowledge acquisition, knowledge documentation, SOP creation, and
  process stabilization.
  Maintain process knowledge assets, quality guidelines, audit checklists, and operational playbooks.
  Ensure consistent process adoption across team members.
  Lead transition planning, knowledge transfer, stabilization, and operational readiness activities for new
  engagements.

Quality, Risk & Audit Readiness

• Set up and monitor quality-control and quality-assurance guidelines for learning administration activities.
  Identify operational risks, recurring defects, SLA risks, process gaps, and dependency issues.
  Drive corrective actions, audit readiness, and continuous improvement initiatives.
  Define operational controls, readiness checks, and audit support activities.
  Ensure consistency of service delivery across supported processes.

Continuous Improvement & Automation

• Identify automation opportunities across learning administration processes.
  Drive standardization and process optimization initiatives.
  Partner with stakeholders to implement scalable solutions.
  Measure productivity improvements and operational benefits.

Escalation & Stakeholder Management

• Own escalation management for critical learner, facilitator, stakeholder, or client issues.
  Manage client communication and stakeholder updates for operational matters.
  Support learning analytics, reporting, dashboards, and performance insights for account governance.
  Own operational reporting, governance dashboards, service reviews, and performance insights.
  Provide governance inputs for MBRs, QBRs, audits, and client reviews.
  Learning Helpdesk Oversee learning helpdesk query resolution through voice, email, and chat.


• Ensure complex or critical tickets are addressed through the defined escalation and resolution workflow.

Required / Desirable Skill Set, Education and Work Experience

• Bachelor’s degree in any discipline.


• 5–7 years of relevant experience in learning operations, LMS administration, service delivery, SLA/performance
  management, team coordination, transition support, quality management, escalation handling, stakeholder management,
  and operational reporting.


• Experience in service delivery governance, operational reporting, calendar planning, vendor coordination, stakeholder
  management, transition support, continuous improvement, and learning operations preferred.


• Strong analytical and problem-solving skills with ability to identify operational risks, service gaps, and improvement
  opportunities.


• Minimum 2 years of hands‑on experience with Workday Learning, ServiceNow, or equivalent LMS/ticketing platforms
  preferred. Hands‑on experience with LMS and ticketing platforms preferred. Knowledge of platforms such as Workday
  Learning, SuccessFactors, Cornerstone, ServiceNow, or equivalent solutions preferred. Ability to learn client‑specific
  platforms through structured training.


• Proficient in MS Office, including Excel, Outlook, Word, and PowerPoint; working knowledge of reporting dashboards
  preferred.


• Ability to work in US / UK shifts as required by the account.


• Experience handling critical situations, escalations, and client-facing operational discussions.


• Experience in team handling, mentoring, work allocation, and cross-skilling initiatives.


• Strong verbal and written communication skills for internal teams, external customers, facilitators, and client
  stakeholders.


• Exposure to international clients and client management preferred.

Behavioral Expectations

• Lead the team with clear prioritization, coaching, and operational discipline.


• Ensure the team adheres to SOPs, SLAs, quality expectations, and account controls.


• Handle escalations, difficult queries, and critical situations with ownership and professionalism.

Updated role description | Learning Administration Profiles

• Drive process stability, continuous improvement, cross-skilling, and stakeholder confidence.