Director - Learning Administration(
# Job Number:
14022455)
## Primary Location
United States-Indiana-Indianapolis
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Description
Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Through ACS, A Xerox Company, which Xerox acquired in February 2010, Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide. The 130,000 people of Xerox serve clients in more than 160 countries.
**POSITION DESCRIPTION: Director - Learning Administration**
*Job Summary:*
Xerox provides a broad range of Learning Services for a key customer. As part of our service provision, we are looking for a Learning Administration Operations Manager who will be responsible for the planning and execution of a global learning administration portfolio within service level agreement standards. The Learning Administration Operations Manager will also be responsible for the effectiveness of Learning Administration team. The Learning Administration Operations Manager will be responsible for maintaining a consultative relationship with various client representatives and aligning processes and services to the client’s Learning & Development strategy.
Overall responsibilities involve driving a positive client relationship and management as it relates to learning administration, staffing and planning, collaboration with management team on delivering an overall superior client experience communicating progress, issue escalation/resolution, and meeting defined business requirements.
*Duties and Responsibilities:*
* Manage the client relationship for global learning administration services
* Deliver against defined SLAs and expectations
* Maintain learning administration staff and skills to meet requirements
* Monitor and maintain quality of and delivery of services by learning administration staff
* Hiring decisions for learning admin staff in partnership with learning administration management team
* Provide learning administration consulting to client partners
* Determine processes as needed to execute against business requirements
* Identify opportunities for process improvement
* Assess and develop plans to meet Learning Services and customer needs
* Assess and develop appropriate responses for Learning Services needs and customer needs
* Maintain monthly operational metrics
* Plan and oversee special projects as needed
* Mentor personnel, including managers
* Establish communication routines, perform quality checks and flag/resolve issues by collaborating with the learning administration management team, content and development team, Global Account Leader and client partners
*Knowledge, Skills and Abilities:*
* Demonstrated ability to work as a trusted business advisor to customers on operational matters
* Strong attention to detail
* Proven record of proactive issue identification and problem solving skills
* Demonstrated management skills
* Ability to travel as needed (minimal)
* Ability to work a flexible work schedule in order to meet time zone differences or support after normal work hour meetings/conference calls
* Ability to work in a matrix service delivery structure
* Ability to remain flexible and adaptable to constant change
*Qualifications:*
* Bachelor’s degree or 4 years of work experience in lieu of degree
* 4 years of customer relationship management experience
* 4 years of learning project/program management experience
* 4 years process improvement experience
* 3 years successful experience in a learning organization
* Proficiency with Microsoft Office suite
* Learning operations experience a plus
* Thorough understanding of customer service concepts and implementation techniques
* Demonstrated effective oral and written communication skills and techniques
* Proven record of providing superior customer service to individuals and organizations
* Excellent planning and organizational skills
* Demonstrated ability to lead and drive change
* Experience coaching and developing team members including setting objectives and expectations, providing coaching and feedback, and assessing and acting based on performance
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**_Xerox Business Services, LLC is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox Business Services, LLC may request such accommodation(s) by calling 1-866-419-2226 or by sending an e-mail to_****_accommodations@xerox.com_****_._**
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**#A14**
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Virtual/work from home? No
*Primary Location:* United States-Indiana-Indianapolis
*Virtual/work from home?:* No
*Req ID:* 14022455