Learning Operations Lead

at  QBE

Primary Details
Time Type: Full time
Worker Type: Employee
Accountable for the delivery of quality learning operational services to all QBE regions (those supported by GSSC). Key partner across the global People Operations and Learning functions to ensure high quality employee experience for all HR services: on-time, high quality service provision. Actively lead the Learning Operations team and ensure continuous improvement mindset adopted for direct reports/team. This includes operational support for maintenance of course content and enrolment via QBE’s Learning Management System.

Primary Responsibilities

• Participate in the HR delivery planning processes
• Actively contribute to discussions regarding the HR delivery services and digital learning portfolios, including associated long term plans
• Develop and implement annual operating plans for the Learning Operations team
• Partner with HR Delivery Leaders, Process Leaders and Shift Leaders to enable decision making that support and priorities activities that will deliver measurable value for HR Delivery operations.
• Partner across HR Delivery and Learning teams to establish and meet clear service performance metrics for learning operations
• Drive standardization across learning operational processes
• Drive continuous improvement and enhanced customer experience at all times
• Manage the learning operations team in an effective and efficient manner to meet and deliver support to HR Delivery strategic objectives and delivering benefit to QBE.
• Ensure compliance with global HR change control and governance requirements
• Ensure appropriate knowledge management and team performance plans are in place to ensure continuous performance
• Collaborates across HR (Talent CoE, HR Delivery, HR digital teams) to establish and maintain an efficient, effective relationships.
• Provide timely, accurate information to internal stakeholders to develop and maintain a “no surprises” operating environment | Formalize knowledge sharing with key stakeholders and partner teams | Provide input on new services | Create operating transparency | Deliver timely, accurate reporting
• Drives team to ensure all service and performance metrics are met (service, time, cost, quality productivity)
• Review technology and its functionality and come up with recommendation how to better utilize the system.
• Work with stakeholders to maximize opportunities and achieve operational and service targets
• Implement HR Delivery governance activities to ensure Operations becomes well managed; approach HR Delivery governance with a continuous improvement mindset.
• Foster a performance culture by actively coaching and mentoring direct reports, providing regular feedback and developing employees for wider roles and responsibilities to foster professional growth and development.
• Ensure a ‘can do’ operating culture
• Attract, develop, and retain a high quality workforce with the knowledge, skill, and will to deliver excellent outcomes and customer service
• manage resources and outputs to achieve agreed operational and financial goals and objectives
• ensure all direct reports have development plan
• conduct regular one-to-one meetings, team meetings, training and mentoring sessions for the team’s development
• plan, manage, and review performance of employees via annual performance review process.

Required Education

• Bachelor’s Degree or equivalent combination of education and work experience

Required Experience

• 2 years relevant experience

Preferred Competencies/Skills

• Client consulting and effective stakeholder management
• Strong people management, leadership and coaching skills
• Project management skills
• HR Operations and Delivery - preferably learning operations/administration
• Excellent presentation, verbal, and written communication skills
• High level problem solving skills
• Adept at developing and implementing performance metrics.

Preferred Knowledge

• Comprehensive knowledge of learning operations and administration activities
• Understanding of HR Case management tool and relevant helpdesk systems/tools
• Comprehensive knowledge of performance metrics utilization and service performance measurement.
• Knowledge/ experience in Cornerstone on demand
• Mindset: curious, customer-centric, continuous improvement, partnership-led, change-agile, End-to-End thinker

QBE Cultural DNA

• Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know it’s not just what we do that matters, it’s how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:
• We are customer-focused
• We are technical experts
• We are inclusive
• We are fast-paced
• We are courageous
• We are accountable
• We are a team
• All employees are expected to adhere to QBE’s Code of Ethics and Conduct and apply sound risk management practices

US Only - Disclaimer

• To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.

Global Disclaimer

• The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.

How to Apply:
To submit your application, click “Apply” and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates

• Participate in the HR delivery planning processes
• Actively contribute to discussions regarding the HR delivery services and digital learning portfolios, including associated long term plans
• Develop and implement annual operating plans for the Learning Operations team
• Partner with HR Delivery Leaders, Process Leaders and Shift Leaders to enable decision making that support and priorities activities that will deliver measurable value for HR Delivery operations.
• Partner across HR Delivery and Learning teams to establish and meet clear service performance metrics for learning operations
• Drive standardization across learning operational processes
• Drive continuous improvement and enhanced customer experience at all times
• Manage the learning operations team in an effective and efficient manner to meet and deliver support to HR Delivery strategic objectives and delivering benefit to QBE.
• Ensure compliance with global HR change control and governance requirements
• Ensure appropriate knowledge management and team performance plans are in place to ensure continuous performance
• Collaborates across HR (Talent CoE, HR Delivery, HR digital teams) to establish and maintain an efficient, effective relationships.
• Provide timely, accurate information to internal stakeholders to develop and maintain a “no surprises” operating environment | Formalize knowledge sharing with key stakeholders and partner teams | Provide input on new services | Create operating transparency | Deliver timely, accurate reporting
• Drives team to ensure all service and performance metrics are met (service, time, cost, quality productivity)
• Review technology and its functionality and come up with recommendation how to better utilize the system.
• Work with stakeholders to maximize opportunities and achieve operational and service targets
• Implement HR Delivery governance activities to ensure Operations becomes well managed; approach HR Delivery governance with a continuous improvement mindset.
• Foster a performance culture by actively coaching and mentoring direct reports, providing regular feedback and developing employees for wider roles and responsibilities to foster professional growth and development.
• Ensure a ‘can do’ operating culture
• Attract, develop, and retain a high quality workforce with the knowledge, skill, and will to deliver excellent outcomes and customer service
• manage resources and outputs to achieve agreed operational and financial goals and objectives
• ensure all direct reports have development plan
• conduct regular one-to-one meetings, team meetings, training and mentoring sessions for the team’s development
• plan, manage, and review performance of employees via annual performance review process