Job Properties
  • Job Type
    Full-time Position
  • Background
    Finance and Economics
    Human Resources
    Management & Business Others
  • Category
  • Languages
  • Experience Required
    1 - 2 Years
  • Degree Required
    • Province
      847 reviews
    • Date Posted
      May 12,2021
    • VISA
    • IMG_6430
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    • internship package

    Global CS - Global Learning Team Lead - EPS

    We have two positions open in the EPS Learning, Quality and Performance Team to join and support the EPS Global LQP Manager in the supervision and development of the Learning and Quality performances, based on service delivery needs, people performance data, and learning needs analysis to ensure the right level of service is achieved and delivered to customers worldwide.

    This role helps to ensure that we deliver consistently with the capabilities of our teams, while partnering with our Regional EPS teams to localise and adjust Learning & Development programs for local and global performance opportunities. This role works closely with Global and Regional EPS LQ teams and Global CS Internal departments to ensure that the people elements of change are embedded in our ways of working, and satisfy the needs of a continuous learning environment.


    • Ensure performance across learning success metrics, have a continual feedback and iterative approach to optimization in place;
    • Across a wide stakeholder group, effectively communicate our available learning programs including the business value it brings and decisions being taken;
    • Build and develop a strong group of Learning & Development program leaders who are able to effectively accelerate all aspects of learning to deliver against the end learning vision.
    • Support, lead and partner on program priorities, ensuring effective piloting and good decision making being taken on scaling learning program delivery for an international audience.
    • Lead, develop & performance manage Learning & Development team members from Junior to Senior Learning Specialists by providing feedback and coaching individuals to help them perform, grow, develop, drive succession planning, identify & remediate development opportunities.
    • Provide functional experience across Learning and People topics including: learning and development models, learning philosophy, learning processes, instructional design
    • Contributes to enable the business to deliver on strategic and operational objectives through capability development and unlocking the potential and talent of our employees
    • Designing, prioritizing, innovating and improving topic specific global learning programs and development initiatives (e.g. tooling learning) to enable the business to deliver on strategic and operational objectives, and supporting more Junior members of the team with experience and expertise


    • Demonstrate an understanding of facilitation and questioning techniques
    • Good understanding of adult learning principles and learning styles
    • Good understanding of the learning models and learning cycles (ADDIE, Agile Learning, Learner Centered, etc.)
    • Proven experience in improving performance through a Quality Management Tool, and / or experience working with call centre quality programs.
    • Experience of leading and developing a team of learning professionals
    • Experience of people-oriented performance and learning data analysis
    • Experience of root cause problem solving methodology
    • Experience in change management methodologies
    • Experience of project management methodology
    • Experience of facilitating a quality calibration process

    Please apply with your CV and Cover Letter explaining your motivation for the role and how you fit the skillset required by Friday 21st May 12 midday CET time.

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