Learning & Development (L&D) – Senio Analyst/ Process Lead - Kolkata

Golden Opportunities; Indiana (PA); On-site; USD 60,000 - 100,000; Full time

Job summary

Golden Opportunities in Kolkata seeks an Learning & Development (L&D) Senior Analyst/Process Lead to support the L&D team with end-to-end program management, case handling via ServiceNow, and LMS operations.

Responsibilities include email/case triage, SLA adherence, audits for quality, LMS content management, escalation handling, SOP updates, and career advisory for delegates, plus vendor coordination and PO/Budget tracking as needed.

Qualifications

• 2+ years of experience in Learning & Development
• Experience with end-to-end program management

Responsibilities

• Support the L&D team with end-to-end program management, case handling via ServiceNow, and LMS operations.
• Email/Case Management: triage emails to process needs and respond within SLA.
• Provide appropriate responses while maintaining SLA and driving towards resolution.
• Auditing: peer audits of cases to ensure quality and compliance.
• Process Metrics: own process metrics and drive improvements.
• LMS management: handle end-to-end LMS processes including content upload and attendance.
• Escalation Management: acknowledge issues, analyze, implement solutions, and prevent recurrence.
• Program Recommendations: suggest improvements or new programs based on analysis and feedback.
• SOP Management: prepare and update SOPs to reflect process changes.
• Career Consulting: advise delegates on career aspirations and journey.
• Financial Responsibilities: raise Purchase Orders and maintain Budget Tracker.

Job description

Job title: Learning & Development (L&D)-Senior Analyst/Process Lead -Kolkata

Job Description

Responsibilities

• Minimum 2+ years’ experience in Learning & Development and supporting the L&D team with end-to-end program management, case handling via ServiceNow, and LMS operations.
• Email/Case Management: Understand the types of emails received in the mailbox and triage them according to process needs.
• Provide appropriate response while maintaining SLA and driving towards complete resolution and case closure.
• Auditing: Perform peer audits of cases processed by team members to ensure quality and compliance.
• Process Metrics: Take ownership in meeting the process metrics and work towards process improvement.
• LMS management: Manage end-to-end processes related to the LMS, including content upload, attendance marking, data maintenance, etc.
• Escalation Management: Take ownership, acknowledge the issue, analyze and work on the solution, implement it, and use the experience as a learning opportunity to prevent recurrence.
• Program Recommendations: Recommend improvements or new programs based on analysis and feedback.
• SOP Management: Prepare and update Standard Operating Procedures (SOPs) for process updates and changes so that activity is accurately recorded in line with relevant processes.
• Career Consulting: Provide consulting and advisory support to delegates, helping them with their career aspirations and journey.
• Financial Responsibilities: Raise Purchase Orders (PO) in the system and ensure the Budget Tracker is maintained to record all expenses, including vendor payments.
• Client and Vendor Management: Work closely with a range of key stakeholders and vendors to enable effective service delivery.