Job Description

Candidate Profile Details:

• Degree/Certifications Required: Undergraduate degree preferred
• Years of experience: 1-2 years
• Typical day to day: Monitor employees' Mandatory compliance training, pull reporting on completes and overdue for all levels, completion metrics reports, send daily status reports
• Reason for request/why opened: backfill
• % Interaction with Stakeholders: 100%
• Team Size: direct team 5 people
• Personality Style/Team Culture: analytical, collaborative, independent but opportunities to work together
• Selling Points of Position: highly visible, opportunity to support an enterprise process redevelopment, opportunity for innovation or process improvement with Power Automate, great introduction to different levels of organization and Client

Best Vs Average Candidate:

• Analytical skills, communication and interpersonal skills, process improvement ability, creative thinking, independence in owning their work
• How will performance be measured: metrics, feedback based

Description:

• The Global Escalations team is part of the HR Learning and Development Team. The Global Escalations team is a cross-border, cross-functional team to support mandatory training across all lines of business.

:

• Reporting to the Team Manager, Global Escalations, the Business Analyst, Reporting and Escalation (BA) provides best-in-class support for the Mandatory Training Program at Client.
• As an expert in both reporting and process improvement, the BA's responsibilities are twofold:

o Improve the current Mandatory reporting and escalation process, and
o Execute the Mandatory reporting and escalation process
Key qualifications:

• Excel - power automate is great (mail merges, pivot tables, analytics, presentations) PowerPoint, Microsoft office skill set
• Power automation - user level experience (lots of analysis in this job to understand course completion data and do reporting based activities)
• Very Strong analytics skills, strong excel, mail merges with excel, understand procedures and SOPs, and understating of LMS and how courses are generally run
• Regulatory -understand impacts of regulation
• Analytical skills are key - be able to look at data and see big pictures of trends and issues
• Learning management system experience

Must Have:

• Strong skill in using computer applications including MS Office (Excel: VLOOKUPs, mail merges, pivot tables, conditional formatting etc.; exposure to automation platform)
• 1-2 years of experience in a reporting function, exporting data from reporting systems and manipulating data in Excel
• Knowledge of risk management environment, standards, and regulations
• 1-2+ years related experience in training environment with a strong understanding of Learning Management Systems and online training.
• 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

Nice To Have:

• Basic knowledge of compliance, legal and regulatory environment, enterprise governance framework, products and services, policies, standards, systems, reporting and training requirement
• Reporting to the Manager, Global Escalations and Operations in L&D, the HR Business Analyst I will be responsible for escalated L&D issue resolutions, triaging issues within L&D, a variety of business programs, Program Project teams, HR Business Solutions and Learning Solutions/Talent Learning Advisory teams, primarily within the Mandatory Training space.
• 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 Mandatory online training and/or LMS learning solutions technology.

Responsibilities:

• L&D Mandatory Training Issue Management:

o Respond and resolve learner escalated inquiries or issues through the HR Help desk 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 Mandatory Training Process Procedures:

o Demonstrate subject matter expertise with follow-up and escalation for Mandatory training programs.
o Ensure that participation and completion records are archived in a manner that meets the expectations of global regulatory requirements when required.
o Collaborate with peers to investigate, recommend and / or implement changes to the monitoring, follow-up and escalation processes and strategies which align to Mandatory training parameters.
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 online learning to support learners and L&D partners to make recommendations and resolve problems related to courses.
Job Details
13662
Contract
12 months
Toronto
Recruiter
Arshdeep Kaur

Skills Required