Expert - Learning and Development

Job Title:

Expert – Learning & Development

Role Overview

This role supports the execution of the Learning & Development (L&D) agenda for the Global Service Center (GSC) in Chennai.

The incumbent will assist in analyzing capability needs, designing and delivering learning solutions, managing L&D processes and systems, and ensuring high-quality execution of center-specific learning priorities aligned with the Global L&D framework and business requirements.

Key Responsibilities

Learning Needs & Insights

Conduct Training Needs Analysis (TNA) through data gathering, stakeholder discussions, and functional inputs.
Prepare structured reports and insights to support the centre's L&D strategy and HR priorities.
Maintain, and publish monthly/annual training calendars aligned with organizational needs.

Learning Design & Delivery

Contribute to the design and enhancement of learning solutions across formats—classroom, virtual, digital, and self-paced.
Facilitate training programs and support onboarding, functional, behavioural, and capability-building initiatives.
Deliver IT-/Digital-focused trainings for internal niche skill teams and support cross-functional learning requests.
Manage training material vendors and place orders in line with center requirements

Measurement & Evaluation

Track learning effectiveness using feedback, performance indicators, and behavioural shift observations.
Support evaluation of coaching outcomes and maintain post-session insights for continuous improvement.

Systems, Processes & Data Management

Ensure accuracy and timely updates in relevant L&D systems and dashboards, including the GSC Academy Dashboard.
Maintain compliance with HR, legal, and data-protection guidelines for learning records and processes.
Manage learning nominations, attendance, certifications, and documentation.

Certified & Center Priorities

Coordinate the Certified learning agenda for the MAA center, ensuring adherence to timelines, KPIs, and reporting requirements.
Raise concerns proactively and support mitigation actions where needed.

Vendor & Partner Coordination

Support the identification and coordination of external partners for center-specific programs.
Manage documentation, logistics, and evaluation for vendor-led learning initiatives.
Coordinate with facilitators to ensure availability and effective scheduling of training sessions.
Manage training room bookings, and logistics to deliver a seamless learning experience.

Stakeholder Engagement

Partner with HR, business teams, and global/regional L&D colleagues to facilitate smooth execution of learning plans.
Guide managers and employees on L&D tools, processes, and learning platforms (MTW, Service Now / GSConnect).
Maintain strong relationships with internal stakeholders to understand local capability needs.

Innovation & Digital Learning

Support digital learning initiatives by leveraging emerging learning technologies, platforms, and tools.
Contribute ideas to enhance learner engagement, personalization, and accessibility.

Required Qualifications

Bachelor's degree (any discipline); postgraduate degree or certifications in HR/L&D preferred.
Minimum 4+ years of experience in end-to-end L&D operations, design, or delivery.
Strong communication, facilitation, and presentation skills.
Ability to work effectively in a global, multicultural environment.
Proven experience in stakeholder engagement and managing learning processes independently.