Hr Analyst L&d

Toronto, ON, Canada

Job Description

Candidate Profile Details:

  • Degree/Certifications Required: Bachelor's degree or related work in these areas
  • Years of experience: 1-2 years
  • Reason for request/why opened: Backfilling
  • Interaction with Stakeholders:
  • Team Size: 5 team members (roll into a larger group of all the online learning portfolio for Client)
  • Personality Style/Team Culture: Friendly group, help each other out a lot, very kind, inclusion is BIG (must respect everyone)
  • Selling Points of Position: Great exposure to Client, will end up learning a lot of different things, will have the opportunity to work with different levels of employees
Best Vs Average Candidate:
  • Willing to step up when there are challenges, eager and willing to learn new skills
  • How will performance be measured: Number of issues resolved in a day (goal is about 20 cases per day), regular coaching sessions with David/team leads, accuracy, SLAs are shared by the team
Organization:
  • Client Enterprise Learning and Development (L&D) is responsible for the strategic direction and establishment of enterprise learning and development solutions.
  • L&D builds capabilities for leaders and employees consistent with Client's talent strategy and priorities, supporting and enhancing the achievement of business objectives today and for the future.
Role Overview:
  • Reporting to the Team Manager, Global Escalations in L&D, the HR Business Analyst I will be responsible for triaging and resolving escalated L&D course and platform issues. The Analyst will support a variety of business programs, Program Project teams, HR Business Solutions and Learning Advisory teams, and colleagues across the bank.
  • This role ensures the learner experience is managed through timely response/resolutions to learner inquiries enterprise-wide and through the monitoring of potential issues with online training and/or LMS learning solutions technology.
Duties:
  • L&D Issue Management:
o Respond and resolve learner escalated inquiries or issues through the ServiceNow tool within prescribed service level agreements to meet team goals
o Participate in the adherence of end-to-end Issue management processes which require multiple stakeholder engagement
o Support individual learners through providing clear options and next steps, troubleshooting and finding appropriate resolutions
o Assist in the monitoring and reporting of trends in training escalations
o Assist in the analysis of trends which emerge from reporting and participate in the development of recommendations to enhance/rectify/remediate
o Assist in the ongoing evaluation of HR data sources for accuracy, reasonability and appropriateness
  • L&D Process Procedures:
o Collaborate with peers to implement updates to troubleshooting knowledge base articles
o Manage and deliver on all removal and exception requests with adherence to procedures and regulatory requirements
o Act as a subject matter expert in LMS and specifically on-line learning to support learners and L&D partners to make recommendations and resolve problems related to courses
Must have:
  • A minimum of two (2) years related experience in training environment with a strong understanding of Learning Management Systems and online training
  • Excellent research investigative skills and attention to detail
  • Strong problem-solving skills with a focus on learner experience while balancing regulatory and business needs
  • Excellent business writing, interpersonal and presentation skills with an ability to engage and influence collaborative decisions for improving learner experiences
  • Ability to manage multiple projects and conflicting priorities successfully
  • Comfortable working both independently and collaboratively with various levels of individuals across teams
  • Organized and results-driven
  • Strong skills in MS Office (Word, Excel, Outlook)
  • Experience working in a regulatory environment
Nice to have:
  • Knowledge of LMS and basic SharePoint
  • Ticketing system
Job Details
13663
Contract
1 year
Toronto
17.00 CAD
Recruiter
Varun Puggal
|

Skills Required

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Job Detail

  • Job Id
    JD2907718
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Toronto, ON, Canada
  • Education
    Not mentioned