Job Summary
Job Summary:The person serves as the single point of contact for customer stakeholders and managers for a defined region or program. This role is responsible for coordinating and scheduling the delivery of training programs, events, and workshops, including all logistical arrangements. The DRC/AMCS maintains a strategic view of the assigned portfolio, acting as a subject matter expert to address specific queries and ensure the timely and accurate execution of demand planning, resource management, and after-action reviews. The role requires efficiently managing multiple tasks and detailed activities in a fast-paced, time-sensitive environment.
- Stakeholder & Relationship Management
- Develop and maintain strong relationships with business units, client executives, and key stakeholders across regions.
- Act as the go-to person within the business for any training or learning-related queries.
- Engage regularly with business focal points to share portfolio updates, feedback, best practices, and improvement recommendations.
- Communicate effectively and professionally with senior stakeholders (e.g., VPs, Country Chairs).
- Program Management & Operations
- Understand complex learning programs and identify customization needs from a stakeholder and business perspective. b. Manage end-to-end administration and coordination for learning programs, reducing dependency on Learning Managers by handling operational activities directly.
- Support regional client executives in managing GO/NO-GO decisions for course launches and provide additional onsite support to operations teams when required.
- Ensure Program Guides (PGs) and Operational Guidance Notes (OGNs) are updated and maintained accurately.
- Guide service requestors on using learning systems, processes, and best practices for scheduling and managing training sessions.
- Contribute to annual learning forecasts and ensure accurate course projections and timely delivery.
- Continuous Improvement & Optimization
- Identify operational inefficiencies, service issues, and process gaps; propose and drive optimization initiatives.
- Conduct root cause analyses for feedback or escalations related to learning events and share immediate and long-term corrective actions with stakeholders.
- Partner with stakeholders to drive continuous improvement, enhancing service quality, learner experience, and operational efficiency.
- Data Management & Reporting
- Compile, analyze, and maintain learner compliance data, ensuring accuracy and timeliness in reporting.
- Provide regular updates on learner compliance status to the Ethics & Compliance Team and relevant cross-functional groups.
- Support other departments by collecting and coordinating learner tracker and compliance data.
- Maintain clear and effective documentation and ensure all records are audit-ready.
- Customer Service & Communication
- Deliver exceptional customer service by assisting learners, learning advisors, and stakeholders via email, chat, or phone.
- Exhibit a customer-centric approach while resolving queries or issues efficiently.
- Escalate risks, issues, or complaints to relevant departments as required.
Experience & Skills
Experience and Skills:
- Minimum 4+ years of experience in a corporate learning environment or in event coordination for corporate clients.
- Demonstrated experience in interacting and collaborating with customer stakeholders at various organizational levels.
- Excellent communication skills in professional English, both written and verbal; confident in engaging with senior leaders.
- Highly organized with a structured and detail-oriented approach to managing workload, priorities, and deadlines.
- Strong customer service orientation with a focus on learner satisfaction and relationship management.
- Analytical and solution-oriented mindset with the ability to troubleshoot issues and propose effective resolutions under pressure.
- Proactive and self-driven, able to work independently with accountability and ownership.
- Strong team player, collaborative and adaptable to global and cross-functional environments.
- Proficient in MS Office (Excel, PowerPoint, Word), SharePoint, CRM platforms, and Learning Management Systems (LMS).
- Flexible to work across global time zones, with willingness to work in shifts or on weekends if required.
- Outgoing personality with sound interpersonal, organizational, and decision-making skills.
- Must possess a valid work authorization or job permit for the respective geography, if applicable.
Skills
Goal-oriented with a results-driven desire for success
Experience
